Sr Manager, Sales Operations
City : Toronto, ON, CA
Category : Operations
Industry : Telecommunications
Employer : Rogers
Reporting to the Director of Banking Products, Rogers Bank, the Senior Manager Sales Ops has ownership and accountability for the execution, implementation and sustainment of credit card related initiatives to the assisted sales channels – CARE, Corporate Retail and Dealer. This includes participation in the development, and ownership over the setup, launch and sustainment of new initiatives as well as ongoing support of existing credit card programs, sales policies, processes, procedures, training, quality and compliance functions for the bank.
The role is accountable for ensuring that new and existing initiatives are run in accordance with RCI and the Bank’s standards and achieve the required business objectives. The role works in partnership with internal bank and RCI stakeholders as well as outsourced service providers / vendors as required.
Ensure all channels are provided with the necessary bank and credit card knowledge through training resources, tools, processes and procedures. This includes changes and updates to the curriculum and job aids/tools, working with RCI on the development, execution and sign off of training, quarterly audits, ensuring training completion and subsequent access to credit card sales is facilitated.
Lead the assisted channels incentive campaigns and compensation programs. Participating in development of these programs, obtaining required approvals, launching in the channels, ensure engagement and awareness and monitoring results during the program period ensuring compliance and effectiveness through post campaign analysis and reconicliation.
Manage the introduction of new strategies, initiatives, products, and changes to the channels processes ensuring the appropriate management systems and controls are in place and monitor results to ensure adherence and effectiveness in assessing Sales Practices Policy compliance with Bank policies, procedures and expectations set forth in training material.
Design, implement and manage monitoring programs (e.g. Customer Satisfaction Surveys, Digital Signature Controls, etc..).
Act as a key stakeholder in development of new products, segment strategies, enhanced functionality and pilot programs, during bank development as well as implementation to the channels through store communications and updating sales assist in collaboration with communications primes.
Manage the onboarding of new channels and vendors, the ongoing relationships of existing channels and vendors and decomissioning of channels and vendors as required, with adherence to Third Party Risk Management processes set out by the bank.
Conduct operational reviews with the channels – to ensure compliance with legal/regulatory and policy requirements, and conformance to contractual obligation through infraction reporting, sales guidelines and other bank mechanisms.
Provide input into requirements of Sales Practices Policy and any other pertinent regulations and policies (e.g. Privacy, Anti-money laundering) while providing oversight and monitoring.
Lead and support access management for the channels as required through infraction and training reporting
Manage store branded merchandise, collateral inventory reprints, preparing PO’s, tracking invoices, ensuring accuracy of materials before print and ensuring distribution and proper sign offs
5+ years of sales operations / channels experience,
5+ years of management experience
5+ years of Vendor, Business Process, Program and Operations Management experience.
Appropriate knowledge of applicable laws, regulations and guidelines, including:
Bank Act and Regulations;
Personal Information Protection and Electronic Documents Act and Regulations;
Proceeds of Crime (Money Laundering) and Terrorist Financing Act and Regulations; and
Supervisory Frameworks and Regulatory Guidelines.
Ability to communicate effectively at all levels of the organization with an open, honest and direct communication style.
Strategic thinking: capable of providing clear, balanced advice/counsel on a broad range of strategic and complex management, product and go to market issues.
Metrics driven, with strong risk management and analytical capabilities in situations of increasing complexity.
Strong critical thinking skills combined with concrete, disciplined execution, as well as decisiveness and an action orientation.
Very high ethics and respect for team, peers and clients alike. Champions and exhibits the Company corporate culture.
Collaborative leader with demonstrated ability to impact and influence across various functions and groups at all levels of an organization.
Ability to execute against multiple priorities and excel in a fast-paced, results-oriented work environment with great attention to detail
Schedule: Full time
Length of Contract: Not Applicable (Regular Position)
Work Location: 1 Mount Pleasant (083), Toronto, ON
Travel Requirements: None
Posting Category/Function: Banking & Operations
Requisition ID: 280941
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Posting Notes: Corporate