Vendor Performance Analyst

Who We Are

RioCan is one of Canada's largest Real Estate Investment Trusts (REIT). We own, manage and develop retail-focused, increasingly mixed-use properties in Canada's major markets. We pioneered the REIT concept over 30 years ago and have transformed Canadian real estate.

We are proud to be recognized as one of Canada's Greenest Employers and a Greater Toronto's Top Employer. At RioCan, you can build a career with real impact and longevity. You get the stability and resources of an established company and the entrepreneurial and collaborative spirit of a start-up. Life at RioCan is dynamic and fast-paced. We know that great ideas can come from anywhere, and we empower our people to suggest and implement them. We value different voices and perspectives and appreciate that the unique backgrounds and identities we each bring to our jobs make the whole business stronger. 

POSITION OVERVIEW:

This role is located at our Yonge Eglinton Center office. Reporting to the AVP, Information Technology Delivery, the Vendor Performance Analyst (VPA) provides review and direction for vendor activities, ensuring that the vendor's performance meets expectations. The VPA monitors the day-to-day vendor operations and performance against service-level agreements (SLAs) and key performance indicators (KPIs), examines measured results for problem determination and root-cause analysis, and works with the vendors on continuous improvement. Additionally, he or she takes appropriate action to correct failed activities, functions, and processes. The individual VPA also assesses internal customer satisfaction levels with selected vendors and continuously guides service activities to maintain and enhance the gains achieved through corrective actions. The VPA sets vendor/service provider performance direction and priorities, and prepares new SLAs as required.

• 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.

• 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.

Why join RioCan?

We believe in rewarding you for what you do and investing in your career and long-term success. Our total rewards and perquisites program is designed to fit and enrich your life physically, emotionally, financially, and socially. We offer eligible employees:

Work / Life Balance that prioritizes YOU. Enjoy a hybrid work model with flexible work hours, an extra-long weekend with our RioCan Cares Day, and half days before every long weekend in the summer.

Professional Growth and Development that includes a continuing education reimbursement, a mentorship and leadership development program, on-demand online learning, and cross-training opportunities.

An Extensive Health and Benefits Program that includes health and dental benefits for you and your family starting on day one, a healthcare spending account, an employee family and assistance program, virtual healthcare, and other resources.

A Comprehensive Retirement Program to help prepare our employees for the future. This includes matching employee contributions in a retirement savings plan, pension plan, and an employee unit purchase plan.

Additional Perks and Benefits that include paid time off, parental leave top-up, various employee discounts, employee referral and recognition programs, and opportunities to participate in community initiatives, committees, and social events throughout the year.

We are committed to creating a diverse and inclusive work environment where all employees are valued, included, and empowered to do their best work and bring great ideas. People are at the core of who we are, and we respect that they have taken all paths to get here. RioCan welcomes applications from all candidates and is committed to providing accommodations for people with disabilities. If you require accommodation at any stage of the application process, please let us know, and we will be happy to work with you to meet your needs.

You can visit us at www.riocan.com and follow us on LinkedIn to learn more about who we are and what a career at RioCan can look like for you.