Manager, Colleague Solutions

All referred applicants must first be submitted through Workday by a current Loblaw Colleague.

**Location**:
1 Presidents Choice Circle, Brampton, Ontario, L6Y 5S5

When you hire great people, great things can happen.

PC Financial offers unprecedented value to Canadians through payment products. We're a different kind of bank with a different type of team—we’re collaborative and supportive and have the freedom and responsibility to thrive. Our purpose is to make the everyday simple and better for our customers, and we strive to make every dollar worth more.

Proudly serving over 3 million customers, PC Financial continues to grow by offering payment solutions and services that reward our customers every day. As a subsidiary of Loblaws Company Inc., we share the CORE values of Care, Ownership, Respect and Excellence. We are dedicated to helping Canadians Live Life Well. Join us on our journey.

Why This Role is Important:
The Customer Support COE has spent the last two years building the groundwork to allow for us to take advantage of technology synergies all while providing improved Agent experiences which ultimately lead to better Customer experiences. With a focus on Financial Services, we are looking for a colleague who understands the importance of usable Agent tools and how these not only make our Customer Support teams better but enable us to deliver excellent Customer experiences when they need help.

In this role you will bring your problem-solving skills to the forefront leading and improving Agent systems including Salesforce. You will understand the nuances and regulatory nature of the Banking and Credit Card industries and will be able to work on both small and large enhancements and projects. You will understand how our systems will be impacted by change and can articulate requirements and best practices keeping in mind both the Agent and the Customer. Your day-to-day will include management of your team and ensuring defects and Customer support issues are prioritized and resolved. Teamwork across multiple teams will be important as will your passion for ongoing learning opportunities and translation of that knowledge into outcomes.

What You'll Do:

- Reporting to the Senior Manager, Colleague Solutions, this role serves as the domain expert for Salesforce and other agent tools, providing analysis of existing functionality and providing insights to best processes.
- Serve as a liaison between the technical staff, vendors and the project sponsors.
- Supervises, plans and evaluates the work of professional, technical and other support staff.
- Manages a direct report (Specialist) to provide mentorship and leadership.
- Supervises the progress and status of all Salesforce and other agent tool projects using tools such as JIRA, Confluence, etc.
- Provide end user support as needed.
- Handle system changes without interruption to agent productivity.
- Gather requirements from the functional leaders and business units.
- Lead the change control process.
- Handle new releases and efficiently roll out new features.
- Provide support for defects as required.
- Provide support functions and assists the Training department as needed.

What You'll Need:

- Experience in leading and delivering end to end solutions which could include strategy, design, development, testing and training.
- Experience working with agile methodologies.
- Detail oriented with strong analytical abilities and problem solving skills.
- Excellent organizational, verbal, presentation/facilitation and written communication skills.
- Able to work well with people including project stakeholders and project team members.
- Ability to work both independently and within a team environment.
- Credit Card or Financial industry experience is an asset.

Number of Openings:
1
- PC Financial recognizes Canada's diversity as a source of national pride and strength. We have made it a priority to reflect our nation’s evolving diversity in the products we sell, the people we hire, and the culture we create in our _
- organization. Accommodation_
- is available upon request for applicants and colleagues with disabilities._

In addition, we believe that compliance with laws is about doing the right thing. Upholding the law is part of our Code of Conduct - it reinforces what our customers and stakeholders expect of us.