Operations Officer

Job title:

Operations Officer

Company

Royal Bank of Canada

Job description

Job SummaryJob DescriptionWhat is the opportunity?
You will be responsible for providing quality first point of contact support directly to RBC clients and/or business partners for complex/specialized operations processing and governance/regulatory requirements due diligence. You will be a key contributor in the delivery of a differentiated client experience. Demonstrate confidence providing value-added product and servicing/operational advice, insight and direction. You will appropriately probe and gather vital details from the client/partner to complete complex transactions anticipating needs, offering solutions and taking accountability for quality client engagement.Please note that the business hours are 12:00pm to 8:00pm working 37.5 hours. This role requires 2 days a month currently in the office, subject to change.What will you do?

• Train and assist in Chargebacks and BCPO Maintenance.
• Deliver excellent service to our clients every time; focusing on doing what is best for our clients and the organization – making it Simpler, Faster, Better.
• Utilize proven breadth and depth of knowledge and experience of applicable complex products/processes for quality end to end support for RBC clients and sales/operations partners via incoming/outgoing communication channels (telephone/electronic sources). Consistently applies a balanced approach to a differentiated client experience and the adherence to RBC policy/procedure due diligence, risk mitigation and/or governance/regulatory requirements.
• Focus on attaining *established benchmarks for complex and specialized client activities, transactions and/or processes, contributing to achievement of business specific Client Service Commitments (CSC’s) and/or Service Level Agreement (SLA) * employees participating in a Performance Incentive program must meet minimum performance measures set by the team/group
• Consistently demonstrate a sense of urgency in daily activities understanding the importance and impact of personal actions on achieving a superior client experience
• Demonstrate a long-term perspective in addressing client concerns. Takes ownership and accountability for crucial conversations and the resolution of complex issues which may be outside of policy/process/procedural guidelines in order to satisfy the client needs/client escalation, as applicable. Refers to manager where applicable in accordance with established client escalation protocol
• Follow up with clients and internal partners/network to ensure process/procedure milestones are on track and potential client and/or operations and program issues are addressed early

Must-have

• Exercises due diligence in following RBC operational risk policies, procedures, standards and guidelines. Utilizes some judgment required in making decisions with escalations to appropriate levels
• Takes full accountability for quality and accuracy of day to day job responsibilities, tasks and activities ensuring a balanced focus on client experience, efficiency and effectiveness and operational risk and compliance
• Ability to work in a high-volume department with strict deadlines
• Investigative mindset, Analytical thinking.
• Comfortable with a constantly changing environment

Nice-to-have

• Strong computer skills with the ability to navigate between multiple systems.
• Experience working with CART, Application Launch Pad, DDA
• Cross functional collaboration

What’s in it for you?We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to help our clients thrive and communities prosper. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.

• Leaders who support your development through training and coaching, and invest in your continued learning and commitment to building long term careers
• Ability to make a difference and lasting impact
• Work with a dynamic, collaborative, progressive, and high-performing team
• Opportunities to build close relationships with clients

Job SkillsAdditional Job DetailsAddress: YORK MILLS CENTRE, 36 YORK MILLS RD:TORONTOCity: TORONTOCountry: CanadaWork hours/week: 37.5Employment Type: Full timePlatform: PERSONAL & COMMERCIAL BANKINGJob Type: RegularPay Type: SalariedPosted Date: 2024-12-09Application Deadline: 2024-12-16Note: Applications will be accepted until 11:59 PM on the day prior to the application deadline date aboveInclusion and Equal Opportunity EmploymentAt RBC, we embrace diversity and inclusion for innovation and growth. We are committed to building inclusive teams and an equitable workplace for our employees to bring their true selves to work. We are taking actions to tackle issues of inequity and systemic bias to support our diverse talent, clients and communities.We also strive to provide an accessible candidate experience for our prospective employees with different abilities. Please let us know if you need any accommodations during the recruitment process.Join our Talent CommunityStay in-the-know about great career opportunities at RBC. Sign up and get customized info on our latest jobs, career tips and Recruitment events that matter to you.Expand your limits and create a new future together at RBC. Find out how we use our passion and drive to enhance the well-being of our clients and communities at .

Expected salary

Location

Toronto, ON

Job date

Tue, 10 Dec 2024 23:23:21 GMT

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