Senior Financial Analyst, Customer Support

Come make your difference in communities across Canada, where authenticity, trust and making connections is valued - as we shape the future of Canadian retail, together. Our unique position as one of the country's largest employers, coupled with our commitment to positively impact the lives of all Canadians, provides our colleagues a range of opportunities and experiences to help Canadians Live Life Well®.

At Loblaw Companies Limited, we succeed through collaboration and commitment and set a high bar for ourselves and those around us. Whether you are just starting your career, re-entering the workforce, or looking for a new job, this is where you belong.

Loblaw is seeking a highly motivated and customer-focused Senior Financial Analyst to join our Enterprise Business Services team in a centralized Customer Support role. This position is responsible for providing timely and effective support and guidance on financial processes, systems, and related inquiries for stores and business stakeholders across the organization.

The successful candidate will serve as a key point of contact for financial and process-related inquiries, leveraging strong analytical and problem-solving skills to understand issues, identify root causes, and provide practical resolutions. This role will work closely with Finance, Store Operations, Regional teams, Central Office functions, and Information Technology to resolve complex inquiries and improve the overall customer experience.

This is an opportunity to join a collaborative and dynamic team with exposure to a broad range of financial systems, business processes, and multiple business units across the Loblaw enterprise, including pharmaceutical operations.

Key Responsibilities / Job Duties

• Provide a high level of customer service and timely support to stores and business stakeholders across the organization.
• Respond to, investigate, and resolve financial, accounting, payroll, and process-related inquiries by applying financial knowledge, business processes, and system expertise.
• Provide guidance, coaching, and training to store teams and business partners on financial processes, procedures, and system functionality.
• Analyze customer inquiries to identify root causes, determine appropriate resolutions, and elevate issues when required.
• Collaborate with Central Office, Regional teams, Finance, Operations, and IT to resolve complex issues and ensure effective and sustainable solutions.
• Act as a liaison between Customer Support and internal business and technology teams to communicate issues, clarify requirements, and facilitate timely resolution.
• Monitor and analyze customer inquiries, trends, and recurring issues to identify opportunities to improve processes, service levels, and store performance.
• Identify process gaps and recommend improvements that enhance efficiency, accuracy, and the customer experience.
• Develop and maintain process documentation, reference materials, and training content to support consistent execution across the organization.
• Support system enhancements and business initiatives by participating in testing, validation, implementation, and post-implementation support.
• Coordinate and facilitate meetings with stores, business stakeholders, and IT teams to address issues, review trends, and drive resolution.
• Build and maintain strong cross-functional relationships to support business objectives and strategic initiatives.
• Contribute to ad-hoc, continuous improvement, and cross-functional projects as required.

Qualifications and Competencies

A post‑secondary education in Finance, Accounting, Business, or a related field is required. Experience working in a fast‑paced environment, particularly within a corporate or retail setting, will be considered an asset.

• Strong customer service orientation with a demonstrated ability to build positive relationships and deliver effective solutions.
• Excellent interpersonal and communication skills, with the ability to work effectively with store teams, business partners, and stakeholders at all levels of the organization.
• Strong analytical and problem‑solving skills, with the ability to assess complex issues, identify root causes, and develop practical solutions.
• Excellent written, verbal, and presentation skills, with the ability to communicate financial and process‑related information clearly to diverse audiences.
• Strong organizational and time‑management skills, with the ability to manage multiple priorities and meet competing deadlines.
• Advanced proficiency in Microsoft Office, particularly Excel, Word, and PowerPoint .
• Ability to learn and work effectively with financial, workforce, and business systems.
• Knowledge of MMS, ePOS, MicroStrategy, Power BI, Workday and Payroll Systems considered an Asset .
• Demonstrated ability to remain calm, professional, and solutions‑oriented when managing challenging or time‑sensitive customer inquiries.
• Strong attention to detail and commitm