Operations Lead

JOB DESCRIPTION

Location: Hybrid | Downtown, Toronto

Duration: 12 months

Our client a leading financial institution in Downtown Toronto, is looking for an Operations Lead to provide high-quality frontline support for all user requests and issues related to Procurement Technology. The successful candidate will have the opportunity to work with one of the Top 5 Banks in Canada.

Typical Day in role:

  • Applies knowledge of procurement best practice and general business practice to lead your team to:
  1. Provide high-quality frontline support all user requests and issues related to Procurement Technology.
  2. Effectively manage the ticket management systems to ensure timely support and resolution of tickets to drive adoption and compliance.
  3. Interact with stakeholders to handle payment inquiries, policy questions, purchase order issuance and assistance, system navigation and best practices and system access and permissions.
  4. 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.

Must-Have Skills:

  • 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 Skills:

  • Experience in procurement and supplier management.
  • Familiarity with eProcurement platforms (e.g., Coupa, Icertis).

Soft Skills Required:

Technical Skills:

  • Advanced proficiency in Microsoft Office (Word, PowerPoint, Visio).
  • Strong Excel capabilities (formulas, lookup/reference, logical/text functions).

Soft Skills:

  • Strong analytical and problem-solving abilities.
  • Effective communication (written, oral, presentation).
  • Stakeholder relationship management.
  • Meeting facilitation and training delivery.
  • Organizational and prioritization skills.
  • Adaptability in dynamic environments.
  • Initiative and ownership in issue resolution.

Education:

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

Finance professional is committed to creating an inclusive environment where all team members and clients feel like they belong. We seek applicants with a wide range of abilities and we provide an accessible candidate experience. We advocate for you and welcome anyone regardless of race, color, religion, national origin, sex, physical or mental disability, or age.