Laurentian Bank Looking for Lead Advisor, Vendor Management at Toronto, Ontario, Canada Full Time

At Laurentian Bank, we believe we can change banking for the better. Founded in Montreal in 1846, Laurentian Bank helps families, businesses and communities thrive. Today, we have over 3,000 employees working together as One Team, to provide a broad range of financial services and advice-based solutions for customers across Canada and the United States. We drive results by placing our customers first, making the better choice, acting courageously, and believing everyone belongs.

This role sits within Laurentian Bank.

As a Lead advisor, Vendor Management you will be a critical member of the leadership team, accountable for managing the LBC vendor ecosystem responsible for delivering our credit card product to our Clients, leveraging effective vendor management and operations best practices to ensure key performance expectations, results and strategic initiatives are delivered with consistency. You will make an immediate and substantial impact on the success of our business as you also partner with other internal business and technology leaders to shape, implement, monitor, and continuously improve Vendor Management practices in support of effective operations.

Laurentian Bank is transforming its credit card delivery model with its new digital product and supporting partner network. The Lead advisor, Vendor Management will not only be accountable for the day-to-day operational performance of the partner network, but shall also lead associated efforts to provide strategic insights to the organization that will help improve the processes, policies, and delivery capabilities we bring to our Clients.

Responsibilities

• Provide day-to-day oversight and management of Vendor operations, including management of third-party providers for: contact centre functions, back-office support, and credit card fulfillment to ensure on-going effectiveness and efficiency of operations
• Provide stewardship over the agreed to contractual terms and conditions documented between LBC and our Vendors
• Document and manage changes to vendor and program ecosystem when/as required leveraging LBC Change Management Process. Secure required approvals where required of the documented change from all parties prior to implementation
• Provide a monthly financial flash and quarterly forecast of vendor costs in support of LBC’s financial planning process
• Install and maintain required vendor management tactics to ensure contractual Service Level objectives are met or exceeded
• Establish and lead Vendor/VMO review sessions: Daily performance review of prior day results and actions; Monthly performance and capacity planning review session; Quarterly business operations and strategy review
• Monitor and review control metrics daily and inspect Vendor performance improvement tactics where required, in addition to contracted Service Level objectives
• Lead a monthly capacity planning exercise with Vendor staff to ensure appropriate staffing plans are established to achieve customer experience goals
• Oversee the implementation and on-going management of effective business practices, including the review of quarterly Vendor goals, objectives, procedures and performance measures.
• Lead ongoing evaluation of operations, process improvement, desired client-centered outcomes, and organizational outcomes
• Plan and facilitate regular communication of LBC strategy and initiatives (incl. training) with Vendors, ensuring they receive materials and context within the same time period as LBC staff
• Support annual Risk Audit function, ensuring timely Vendor submissions of required artefacts. Facilitate scheduling of annual audits when requested
• Ensure coordination, alignment and integration with broader corporate goals and objectives.
• Take ownership and act responsibly on Vendor requests for engagement and support from LBC as required

Qualifications

• University Degree in business administration or relevant field
• Minimum 10 years of relevant experience in vendor management.
• Strong ability to build trusted relationships, strong capabilities to influence multiple levels of an organization.
• Experience leading the day-to-day credit card operations considered an asset.
• Experience in defining, designing, and building operations capabilities.
• Analytic skills focused on leveraging data to gain actionable insights and demonstrable experience in applying insights to affect operational change.
• Superior written and oral communication skills; ability to persuasively present and communicate.
• Exceptional professionalism; comfortable working with confidential situations and C-level executives
• Bilingual (French / English) an asset

Inclusion and Accessibility

At Laurentian Bank, we believe everyone belongs. We are committed to fostering an inclusive work environment that reflects the diversity of our customers and our communities and where everyone feels like they belong and can thrive. To this end, we encourage applications from individuals from equity-deserving groups, including Indigenous persons, racialized and persons with disabilities, marginalized genders and the 2SLGBTQIA+ community.

We strive to offer a flexible and accessible work experience that is inclusive of everyone. If at any time you need an accommodation, please let us know.

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