Manager, Loyalty Supplier Management & Operations

What is the opportunity?

As Manager, Loyalty Supplier Management & Operations you will join a team of supplier managers responsible for the Avion Rewards portfolio of suppliers and other assigned Loyalty products. You will ensure compliance with supplier management disciplines, assist with the establishment and renewal of contracts, ensure contract reporting/compliance requirements are met, monitor/report on suppliers’ overall performance and service levels. You will also be accountable for establishing end to end operational processes that cross RBC functional areas and assigned Loyalty suppliers.

Additionally, you will act as a subject matter expert on projects to help deliver and execute the Avion Rewards Loyalty strategy.

Please note that this is an in-office role with a minimum of 4 days in office per week.

• Adhere to RBC’s Third-Party Policies and Standards, completing required artifacts (e.g., SRMA, NSTP, etc) and compliance activities.
• Answer ad-hoc questions on a daily basis from both RBC and/or the supplier
• Create detailed requirements for projects both at RBC and if needed at the supplier
• Be accountable to ensure client escalations involving supplier are resolved
• Be accountable to create and manage any risk findings created as part of the annual review
• Be responsible for the monitoring of Supplier SLAs and where needed working with supplier to collect any penalties owed to RBC and to ensure remedial actions are taken to ensure future compliance
• Be accountable for the ongoing monitoring and approval of supplier spend, participate in annual forecasting and planning activities with finance if spend is material
• Ensure supplier spend is optimized depending on how contracts are structured, this can include ongoing work
• Provide operational and project support in the end-to-end design and implementation of solutions/enhancements or campaigns for the supplier/portfolio
• Work with partners from Procurement and the Businesses we support to facilitate contract renewals and be accountable for the monitoring of contract expiry
• Ensure there is a resolution of any vendor technology issues including any issues with daily batch files
• Establish end to end operational processes that cross RBC functional areas and assigned Loyalty Suppliers
• Act as a Subject Matter Expert/lead on projects to help deliver and execute the Avion Rewards Loyalty strategy
• Ensure formal Change Management protocols are established and coordinate RBC approvals on RBC/supplier Change Requests, Business Requirements, Test Plans and Policy & Procedure documentation as required
• Work closely with our digital teams and other functional partners to communicate any supplier system changes that may impact RBC environment and have negative impact on client experience
• Ensure all identified supplier risks (Privacy, Info Security, etc.) are documented and remediated in a timely manner, and supporting documentation is provided to Project Managers and Business Owners
• Develop strong and effective relationships with key business partners ensuring a strong linkage and clear line of sight on upcoming transformational initiatives that will impact the loyalty ecosystem

Must-have

• Experience working on projects, clarifying requirements and understanding technical solutions
• Out of the box thinker, with a growth mind-set
• Proven ability to work effectively in a fast paced and changing environment
• Technologically self-sufficient with experience using MS Excel, Word, PowerPoint and Share Point
• Problem-solving skills, strong attention to detail, and ability to accurately define problems, identify relevant factors and objectively consider alternatives and the impact of possible solutions
• Excellent analytical mindset and ability to execute quality documentation
• High level of initiative, be proactive, poses motivation and ability to influence change, executing with a sense of urgency
• Able to work in a less structured environment and handle ambiguity

• Loyalty and Rewards background/experience
• Card operations background/experience
• Third party performance/relationship management experience
• Invoice and reconciliation experience