Manager, IVR at President's Choice Financial in Toronto, Ontario, CA

Referred applicants should not apply directly to this role.

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.

Provides day to day operational and analytical support for technology solutions for the IVR, including analysis and reporting on key metrics as well as trouble shooting, making recommendations for improvements and working with key business partners to implement improvements.

What You'll Do:

• Subject matter expert within technical areas of IVR
• Analyze and evaluate customer-level data to provide recommendations and identify opportunities for improvement
• Lead process documentation and skills development initiatives for the larger team
• Explore and implement new technology standards to help drive innovation, system performance and customer experience
• Provide regular status updates to management, including risks and risk management approaches
• Comfortable communicating at all different levels and cross-functional
• Actively lead the creation of business cases to prove the viability of new initiatives, including data collection and analysis, process mapping and redesign, and potential operational efficiencies
• Plan the design and delivery of IVR solutions and cross-functional projects involving change management and systems implementation from concept to execution
• Lead testing efforts (UAT & PIV) for IVR implementations
• Effectively engage, lead and influence cross-functional teams to deliver highest level of quality on all projects within committed timeline and scope, and meeting all project requirements and deliverables
• Process map critical processes and redesign processes for optimal performance; monitor process performance for deviations to apply appropriate corrective action

What You'll Need:

• Strong analytical & problem-solving skills and demonstrated ability to be highly creative in formulating solutions
• Ability to translate data in to insights and tell the story
• Experience with IVR technology and Contact Centre Operations
• Strong financial and business acumen with the proven ability to support the development of business cases and financial forecasts.
• Strong technical and design subject matter expertise across multiple segments and LOBs
• Possess a multi-faceted view of how the business is changing, and identify opportunities to evolve
• Passion for driving exceptional customer experience
• Autonomous, decision maker able to effectively assess business and customer risks related to technical solutions
• Authentic, professional and confident communicator able to influence through effective communication and presentation skills
• Ability to work in a fast paced, dynamic environment and manage multiple projects through effective prioritization

Come and join a winning team who demonstrates innovation, energy, creativity and vision. We recognize the importance of a diverse workforce and we therefor encourage applications from Aboriginal Peoples, women, members of a visible minority and persons with a disability. We thank all applicants for their interest, however, only those selected for an interview will be contacted.

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.

Please Note: If you have Employee Self Service (ESS) on Workday, apply to this job via the Workday application.

Hiring Range / Échelle salariale à l’embauche :

$80,000.00 - $110,000.00 / 80.000,00$ - 110.000,00$ (per year / par an)

A candidate’s experience and knowledge as well as the geographical region in which the position is located may be factored into the pay a candidate receives for this position. This posting is for a newly created position. The Company uses artificial intelligence for the purpose of screening, assessing and/or selecting applicants for this position. / L’expérience et les connaissances d’un candidat ainsi que la région géographique dans laquelle le poste est situé peuvent être prises en compte dans la rémunération qu’un candidat reçoit pour ce poste. Cette offre d’emploi concerne un poste nouvellement créé. L’entreprise utilise l’intelligence artificielle dans le but de filtrer, d’évaluer et/ou de sélectionner les candidats à ce poste.

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