Assistant Manager, Contact Centre Operations

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

**Location**:
500 Lake Shore Boulevard West, Toronto, Ontario, M5V 2V9

**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.

**About the Role**:
The Assistant Manager, Contact Centre Operations, plays a pivotal role in ensuring the operational excellence, quality & process adherence, and seamless implementation of changes for the Payment & Rewards Lines of Business. This position is responsible for the oversight of outlier activity, monitoring audit reports, and conducting robust trend analysis of vendor monetary activity.

**What you’ll do**

- **Operational Excellence & Process Improvement**:

- Maintain a deep understanding of operational processes and procedures, continuously recommending efficiencies and improvements
- Support complex internal, vendor, and partner changes with an emphasis on minimizing production, financial and reputational impact for the organization
- Support overall change management timelines, identifying cross-functional dependencies, key milestones and critical paths
- Review and optimize processes to deliver high-quality customer service and enhance the overall customer experience

- **Risk Management & Compliance**:

- Monitor all aspects of Agent outlier activity (financial and non-financial reversals or adjustments)
- Investigate discrepancies and escalate to internal/external stakeholders to ensure appropriate mitigation actions
- Make time-sensitive decisions, requiring sound and independent judgment, particularly in risk-related scenarios
- Carry out audit work in an optimal fashion, ensuring compliance with deadline requirements
- Analyze process deficiencies noted during monitoring and assess their impact
- Keep informed of Credit and Banking Regulations (e.g., Payments Canada) and process changes to ensure continuous compliance

- **Reporting & Analysis**:

- Assist in the delivery of reporting and line of business results analysis for Management
- Provide robust reporting, data analytics, and trending analysis on outlier activity
- Document clear and concise results of analyses and audits

- **Issue Resolution & Support**:

- Ensure business and customer-related issues are resolved in a timely manner
- Provide support and assistance in resolving complex or escalated inquiries, taking full ownership and handling to final resolution
- Execute on monetary approvals, financial reversals or account management activities as required
- Work closely with vendor partners, providing recommendations on procedure development as well as with internal stakeholders

**What you bring**

- Minimum 3-5 years of related operational experience, preferably within a Canadian Financial Institution (Credit and Debit/Banking) and contact centre operations
- Experience dealing with external customers, managing communications, and facilitating meetings/conference calls
- Proven experience managing multiple internal and external relationships
- Proven ability to prioritize, organize, and manage multiple projects and stakeholders effectively in a fast-paced environment.
- Excellent communication and interpersonal skills, with a demonstrated ability to influence and collaborate with cross-functional teams.
- Strong analytical and problem-solving skills, capable of identifying issues, developing solutions, and performing robust trend analysis.
- Highly detail-oriented and proactive, with a commitment to meeting deadlines and reporting requirements.
- Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Access). Experience with SharePoint is a plus.
- Familiarity with Salesforce (Service/Financial Service Cloud) and banking platforms is preferred.
- A collaborative team player who thrives in an independent setting.

**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