Referred applicants should not apply directly to this role. All referred applicants must first be submitted through Workday by a current Loblaw Colleague. Location: 500 Lake Shore Boulevard West, Toronto, Ontario, M5V 2V9

When you hire great people, great things can happen. PC Financial offers unprecedented value to Canadians through payment products. We're a different kind of bank with a different type of team—we’re collaborative and supportive and have the freedom and responsibility to thrive. Our purpose is to make the everyday simple and better for our customers, and we strive to make every dollar worth more.

Proudly serving over 3 million customers, PC Financial continues to grow by offering payment solutions and services that reward our customers every day. As a subsidiary of Loblaws Company Inc., we share the CORE values of Care, Ownership, Respect and Excellence. We are dedicated to helping Canadians Live Life Well. Join us on our journey.

Reporting To: Senior Director, Business Operations and PMO

Why This Role Is Important The Director, Business Operations leads the center of excellence for business process optimization and strategic operational efficiency initiatives across Payments and Product Operations. This role designs and executes scalable, automated processes, drives cost efficiencies, and ensures robust controls and regulatory compliance. It actively triages incident management from a business perspective, prioritizes operational and payment-critical issues across technology and business stakeholders, and sustains strategic relationships with card manufacturing, statement and payment processing vendors, and payment networks to ensure service continuity within approved budgets and forecasts. The role also owns financial stewardship, vendor negotiations, and collaboration on strategic vendor initiatives. The role is a champion of managing operational change and continuous improvement, with a strong emphasis on leveraging AI to drive efficiency and affect meaningful business outcomes.

What You'll Do

• Lead a high performing team to establish business operations as centre of excellence, continuously identifying opportunities to streamline processes, reduce manual interventions, and automate where feasible.
• Define and track KPIs and metrics to monitor operational performance, cost and customer friction points, present insights and recommendations to senior leadership.
• Develop and implement scalable, profitable operating models that support growth and regulatory requirements.
• Champion and guide organizational change and continuous improvement initiatives across Payments and Product Operations, leveraging AI-driven analytics and automation where appropriate.
• Lead large-scale strategic initiatives and program management for Payments and Product Operations.
• Design, implement, and monitor frameworks for process improvement, solution automation, cost control, and budget adherence.
• Manage operational risk assessments, control design, documentation, and change management.
• Own business-side incident triage for operational and payment-critical issues; coordinate across technology, vendor, and business stakeholders to prioritize and drive timely resolution.
• Establish incident command practices from a business perspective, ensuring clear escalation paths and post-incident reviews with actionable remediation.Maintain strategic relationships with card manufacturing, statement and payment processing vendors, and payment networks (e.g., G+D, Broadridge, Canada Post, Interac, Payments Canada, etc.).
• Lead contract negotiations and collaborate on strategic initiatives to optimize cost, reliability, and regulatory compliance.
• Ensure product continuity and cost containment within approved budgets and forecasts.
• Own operating budgets and financial targets; track spend against plan, justify changes, and drive cost efficiencies.
• Identify and pursue vendor-led opportunities for strategic collaborations that deliver value in line with business objectives.
• Develop and monitor key control activities; ensure compliance with regulatory requirements and internal policies.
• Partner with Compliance and Risk Management to embed regulatory readiness into day-to-day operations.
• Build and lead a high-performing team of operations professionals; foster a culture of accountability, continuous improvement, and talent development.
• Coach and mentor staff, set clear goals, and manage performance.
• Partner with product, technology, risk, finance, and customer experience teams to identify problem definitions, options, and actionable solutions.
• Drive alignment across stakeholder groups and communicate strategic plans and progress effectively.

What You'll Need

• University degree in Business, Commerce, Computer Science, or a related field.
• 5-7 years of progressive payments or banking industry experience; project management or operations experience strongly preferred.
• Strategic mindset with a track record of shaping long-term success strategies.
• Demonstrated ability to drive organizational change to optimize operational support, manage performance, and set clear priorities.
• Excellent interpersonal and cross-functional collaboration skills; effective vendor relationship management.
• Data-driven problem solver with strong business judgment and a focus on operational excellence.
• Superior communication skills; able to convey complex concepts succinctly and precisely.
• Proven leadership abilities with experience developing and retaining talent.
• Project Management certification or Agile project management experience is a plus.
• Financial acumen with experience managing budgets and cost controls.
• Certifications in Operational Excellence (e.g., Six Sigma, Lean) or equivalent experience; a logical home for AI and data-driven process improvement initiatives.
• Experience in incident management from a business operations perspective.
• Knowledge of regulatory environments impacting payments and financial services.
• Experience in vendor negotiation and strategic collaborations.

Come and join a winning team who demonstrates innovation, energy, creativity and vision. We recognize the importance of a diverse workforce and we therefor encourage applications from Aboriginal Peoples, women, members of a visible minority and persons with a disability. We thank all applicants for their interest, however, only those selected for an interview will be contacted.

Number Of Openings 1

PC Financial recognizes Canada's diversity as a source of national pride and strength. We have made it a priority to reflect our nation’s evolving diversity in the products we sell, the people we hire, and the culture we create in our organization. Accommodation is available upon request for applicants and colleagues with disabilities. In addition, we believe that compliance with laws is about doing the right thing. Upholding the law is part of our Code of Conduct – it reinforces what our customers and stakeholders expect of us.

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