Operations Lead -interaction with requestors who may need to onboard suppliers, purchase goods and services 38272

Description:

Location Address: 150 King Street W 26th Floor

Hybrid: 3/week on site

Anchor days: Monday, Wed, Thursday (flexible)

Contract Duration: 1 year

Story Behind the Need

Business group: Global Procurement Services - assist Bank with sourcing and procuring of goods and services.

Project/Tasks: As the Operations lead, AskGPS, Global Procurement Services, you will lead and oversee a team in Global Procurement Operations in Canada with global footprint. You will ensure business strategies, plans and initiatives are executed, delivered in compliance with governing regulations, internal policies and procedures.

This role is not on the sourcing side, this role will require interaction with requestors who may need to onboard suppliers, purchase goods and services - they will be ensuring tickets are answered, everything is running smoothly, answering questions

Typical Day in Role:

• Applies knowledge of procurement best practice and general business practice to lead your team to:

O Provide high-quality frontline support all user requests and issues related to Procurement Technology.

O Effectively manage the ticket management systems to ensure timely support and resolution of tickets to drive adoption and compliance.

O Interact with stakeholders to handle payment inquiries, policy questions, purchase order issuance and assistance, system navigation and best practices and system access and permissions.

O Respond to inquiries related to Global Procurement Policy and Procedures, and other related policies.

• Focuses on managing escalations as well as process design and review.

• Participates in project management activities.

• Manages steady state Athena chatbot activities such as maintenance coordination and issue management.

• Designs, contributes to and executes the framework for Procurement Policy non-compliance identification and resulting action plans.

• Operates the Bank’s procurement technology solutions for: Consulting existing supplier/contract records/purchase orders, invoices to ensure accuracy of ticket resolution.

• Reviews, approves, follows Standard Operating Procedures documentation to ensure data quality and consistent delivery of service according to established Operating Level Agreements (OLAs).

• Makes recommendations for improvements to procurement technology product managers. Oversees their team to establish, maintain, and recommend process improvements.

• Designs, prepares, and oversees the distribution of reports that monitor Global Procurement Policy compliance and operational KPIs.

• Leads, supervises and assigns Cross Functional Initiatives across the department.

• Seeks agreeable and timely resolution to issues escalated to them by their team, suppliers, or other internal/external stakeholders.

• Sets goals, objectives, KPIs, and assigns work to direct reports while providing them with guidance, coaching, and mentoring to execute on their development plans.

Candidate must have:

• 5 years of experience as an Operations Lead (ideally in customer service, back office)

• 2+ years applying project management methodologies, performance evaluation, and change management.

• 2+ years developing dashboards and reports using tools like Power BI or Tableau.

• 2+ years creating and documenting operational processes and procedures.

Nice to have

• Experience in procurement and supplier management.

• Familiarity with eProcurement platforms (e.g., Coupa, Icertis).

Education:

• 4+ years of experience and College Diploma/University Degree in related field.

Best VS. Average Candidate:

Customer forward mindset; don’t need a straight PM but someone who has experience with those PM methodologies to be able to manager the smaller projects on the team; can monitor dashboards and day to day with minimal hand holding, can take ownership and initiative on resolution and solutioning on issues; someone with an agile mindset who is results-focused