Job Description

Job Title: Procurement Contact Center Analyst
Location: Toronto, ON M5B 2L7 (Twice a week o Thursdays & 1 day flexible)


Duration: 12 Months


Contract Type: T4 only


Pay Rate: CA$27.51/Hour



Role Mandate:


• Supports the implementation and ongoing delivery of initiatives and programs for a Procurement operations environment that provides a consistent and exceptional stakeholder experience, maximizes employee productivity, supports procurement accountability, enforces internal / external control standards and minimizes risk.
• Delivers specific operational processes as part of ongoing management of the Procurement specialization.
• Provides subject matter expertise in the Procurement specialization from an operational perspective. Areas within the procurement operations environment include, but are not limited to, Cards Program (e.g. Corporate Cards, Ghost Cards, etc.), Purchasing, CMP & Supplier Enablement, Help Desk and system access management.
• Develops solutions and makes recommendations based on an understanding of the business strategy and stakeholder needs.
• Provides advice and guidance to assigned business/group on implementation of solutions.
• Supports the execution of strategic initiatives in collaboration with internal and external stakeholders.
• Assists in the development of strategic plans.
• Builds effective relationships with internal/external stakeholders.
• Ensures alignment between stakeholders.
• Breaks down strategic problems, and analyses data and information to provide insights and recommendations.
• Monitors and tracks performance, and addresses any issues.
• Provides input into the planning and implementation of operational programs.
• Supports the development and promotion of a business/group program.
• May assist in scheduling, managing workflow/workload and coaching team members.
• Participates in the design, implementation and management of core business/group processes.
• Identifies business needs, participates in the design/development of tools and training programs; may include delivery of training to audiences.
• Supports day to day operational processes, program management activities and administrative tasks for the Procurement specialty to achieve business results and deliver the intended employee experience.
• Collaborates with internal and external stakeholders in order to deliver on business objectives.
• Executes routine tasks such as service requests, transactions, queries etc. within relevant service level agreements.
• Communicates and reinforces principles, programs, process, and standards.
• Supports the development of tailored messaging, which may include writing, editing and distributing communications.
• Participates in the design, development, implementation, and management of core business processes.
• Analyzes data and information to provide insights and recommendations.
• Gathers and formats data into regular and ad-hoc reports, and dashboards.
• Supports the development of tools and delivery of training focused on delivering business results.
• Coordinates and executes specific activities for the implementation of strategic initiatives; includes tracking metrics and milestones.
• Supports change management of varying scope and type; tasks typically focused on execution and sustainment activities.
• Develops knowledge related to operations specialty.
• Organizes work information to ensure accuracy and completeness.
• Focus may be on a business/group.
• Thinks creatively and proposes new solutions.
• Exercises judgment to identify, diagnose, and solve problems within given rules.



Must Have Requirements:


• Strong customer service skills - previous experience 1-2 years
• PC skills (MS Word, Excel, PowerPoint, MS Office)
• Knowledge of the business/group processes/procedures.
• Project management/program management skills.
• Strong Verbal & written communication skills



Nice to haves:


• Previous banking experience - highly considered