Manager, Vendor Management

PC Financial•Brampton, ON

About The Position

Come make your difference in communities across Canada, where authenticity, trust and making connections is valued – as we shape the future of Canadian retail, together. Our unique position as one of the country's largest employers, coupled with our commitment to positively impact the lives of all Canadians, provides our colleagues a range of opportunities and experiences to help Canadians Live Life Well®. At Loblaw Companies Limited, we succeed through collaboration and commitment and set a high bar for ourselves and those around us. Whether you are just starting your career, re-entering the workforce, or looking for a new job, this is where you belong. Reporting to the Senior Director, Stakeholder Management & RPF, the ideal candidate will have working knowledge/experience of vendor and project management with respects to a Contact Centre. The primary responsibilities will include overseeing the contract management process, ensuring compliance with defined terms, and managing the performance of the vendors. The role includes work closely with other teams within the organization to identify opportunities for process improvement and implement changes as needed. The ideal candidate will have strong problem-solving skills and the ability to handle multiple tasks simultaneously. While collaborating with the CoE leadership team, and internal stakeholders, this candidate will support the maintenance of the existing roadmap. You will build strong relationships with internal and external partners (vendors) to enable delivery against performance targets. You’ll measure your success with KPI’s that includes vendor service level performance, customer satisfaction, financial performance, and successful execution of large projects through the change management process. In addition, the successful candidate will also be responsible for monthly controls governance and annual vendor oversight audits. We are looking for a motivated candidate that is a self-starter, has excellent communication and presentation skills. The right candidate will bring a strong mix of experience with vendor management in customer support, and a ‘roll-up-your-sleeves’ entrepreneurial approach.

Requirements

University Degree in Business and or Operational/Project Management, or equivalent experience.
2-5 years of Retail experience in vendor management, preferable within contact centre operations.
2-5 years of project management/change management.
Excellent communication, presentation, and interpersonal skills, that demonstrate your professionalism, innovation, integrity and high energy.
A collaborative nature, working with diverse teams from business leaders to individual contributors.
You’ve got a growth mindset – you know there’s always a better way to do things and are willing to disrupt yourself or the status quo especially as it pertains to driving operational effectiveness that drive to an effortless customer experience an optimal Opex.
You are willing to roll up your sleeves to get the job done.

Responsibilities

Manage established relationships with vendors through proactive management and governance practices, ensuring continued compliance with related Loblaw practices, policies, and procedures.
As a supporting relationship manager, being aware of the internal partnerships to ensure that each outsourcing agreement is aligned with and inclusive of all supporting controls and enterprise requirements.
Responsible for the Loblaw Change Management Process (Change Control Mailbox), to be primary lead for reviewing all change management activities for internal and external stakeholder initiatives impacting the outsourced partners.
Leading the Vendor Governance Meetings, including review and discussion of results, service levels, IT issues, projects, compliance issues and all other relevant risks.
Review all invoices against contractual terms for all vendors under management.