Vendor Performance Analyst

RioCan • Toronto, Ontario, Canada • 6h ago

POSITION OVERVIEW: RESPONSIBILITIES:

Introduce a robust and standardized vendor performance management program that aligns with business objectives to deliver results;
Develop a structured vendor performance management framework to implement consistency across your vendor portfolio;
Establish and communicate clear and concise vendor performance management metrics by creating effective vendor management scorecards and dashboards;
Design and develop standardized performance reporting scorecards and dashboards;
Create and issue satisfaction surveys that encompass both internal and vendor 360-degree feedback, and act on concerns;
Demonstrate a clear line of sight from business objectives to vendor performance management metrics when creating reports;
Define the contractual performance levels and assist in setting internal customer expectations for performance;
Maintains business process documentation and identifies areas for process improvement opportunities.
Support other team members in process review and documentation;
Facilitating business change in support of solution design and implementation. Documents systems and their interdependencies;
Provides specialized knowledge to the organization of technology deployed in support of digital marketing, e-commerce, web and mobility solutions;
Perform overall contract oversight for performance management, which includes benchmarking, and SLA and operational-level agreement (OLA) tracking;
Monitor and report performance results to all levels in the organization, as appropriate, and adjust the format, detail, and content of your results for different stakeholders;
In multivendor environments, oversee or manage service integration across multiple internal and external providers;
Take the lead on all IT audits both Internal and External;
Other duties as required.

QUALIFICATIONS:

Bachelor Degree in Business, Information Technology or equivalent is required;
Minimum of 5 years administrative experience in a multi-platform IT environment;
Knowledge of Yardi and billing payment processes and tools is a plus;
Strong interpersonal skills;
Strong analytical skills are required, in particular, an understanding of basic statistics and a proficiency in Excel;
Strong organizational and management skills;
Identify and recommend process improvement opportunities;
Able to bridge communications between the IT organization and its business customers, with a focus on developing an understanding of what the IT organization and its vendors can deliver, and how the deliverables can be measured most effectively;
Able to manage across organizational boundaries, with the goal of understanding political drivers and influencers;
Interpersonal relationship strengths for managing disputes and driving change in vendor behaviors, and creating a working environment where vendors receive incentives to change behaviors to meet performance goals;
Experienced in vendor management (RFPs, Support Contracts management, on-shore/off-shore teams coordination, etc);
Excellent problem-solving and team-building skills to minimize disputes and foster and effective partnerships with the vendors;
Experience in Real Estate (REITs) or Retail would be asset;
Detail oriented with strong organizational, facilitation and presentation skills;
Communication skills (facilitation, listening, verbal, written, presentation, negotiation); to negotiate and establish levels of service with internal customers and external vendors/service providers.

RioCan

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