Operations Officer

RBC

13d ago

Applications are closed

Job
Full-time
Junior, Mid & Senior Level
Customer Relations
Banking & Finance
Toronto

Requirements

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

Responsibilities

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.

FAQs

What are the business hours for the Operations Officer role?

The business hours are from 12:00 PM to 8:00 PM, working a total of 37.5 hours per week.

Is this position completely remote?

No, this position currently requires employees to be in the office for 2 days a month, subject to change.

What is a key responsibility of the Operations Officer?

A key responsibility is to provide quality first point of contact support to RBC clients and business partners for complex operations processing and regulatory requirements.

Are there any performance benchmarks for this role?

Yes, there are established benchmarks for complex client activities, transactions, and processes that contribute to achieving business-specific Client Service Commitments (CSCs) and Service Level Agreements (SLAs).

What skills are considered a must-have for this position?

Must-have skills include accountability for accuracy in day-to-day tasks, the ability to work under strict deadlines, an investigative mindset, analytical thinking, and comfort in a continuously changing environment.

Is experience with certain systems preferred?

Yes, having strong computer skills with the ability to navigate between multiple systems and experience with CART, Application Launch Pad, and DDA is considered a nice-to-have.

What type of career development opportunities does RBC offer?

RBC offers leaders who support your development through training and coaching, investing in your continued learning and commitment to building long-term careers.

How does RBC prioritize diversity and inclusion?

RBC embraces diversity and inclusion for innovation and growth, committing to building inclusive teams and an equitable workplace for employees to bring their true selves to work.

Can applicants request accommodations during the recruitment process?

Yes, RBC strives to provide an accessible candidate experience and encourages applicants to request accommodations if needed during the recruitment process.

What type of team environment can one expect in this role?

You can expect to work with a dynamic, collaborative, progressive, and high-performing team that focuses on delivering trusted advice to help clients thrive.

RBC

Ideas Happen Here.

Finance

Industry

10,001+

Employees

1864

Founded Year

Mission & Purpose

Royal Bank of Canada is a global financial institution with a purpose-driven, principles-led approach to delivering leading performance. Our success comes from the 88,000+ employees who leverage their imaginations and insights to bring our vision, values and strategy to life so we can help our clients thrive and communities prosper. As Canada’s biggest bank, and one of the largest in the world based on market capitalization, we have a diversified business model with a focus on innovation and providing exceptional experiences to our 17 million clients in Canada, the U.S. and 27 other countries. Learn more at rbc.com. We are proud to support a broad range of community initiatives through donations, community investments and employee volunteer activities. See how at rbc.com/community-social-impact.