Job Summary

The Director, Operations Quality manages the team that is responsible for developing and executing the “horizontal” 1A risk programs across the Chief Operating Office with the purpose of driving superior operational effectiveness and risk mitigation. These programs include a best-in-class Quality Assurance program, Complaints Management Program and oversight of regulatory compliance issues and MRA remediation oversight. In addition, the Director, Operations Quality has oversight of the Advice Centre relationship which includes services related to Business Banking, the Expert Advisor Group and the team responsible for serving retail clients.

This role is responsible for building high performing team and cultivating an effective risk management skills and mindset including promoting a strong culture of early issue identification/remediation, control awareness, and risk mitigation. Both the Quality Assurance and Complaints Management program will be upfitted to meet Bank and regulatory requirements.

The Director, Operations Quality is a member of the Chief Operating Officer’s Senior Management Team.

Job Description

Quality Assurance (Shared Service)

Implements and maintains best in class quality assurance program as a shared service for all of  RBC Bank 1A activitiesDevelop required logic for new or enhanced Quality Assurance reports including exception reporting and trends.Provides early issue identification by ensuring and effective monitoring programRespond to internal and external audit requests and findings and remediate any identified noncompliant processes or areas of concern.

Complaints

Role has management oversight of the RBC Bank Client Complaints Program that aligns with regulatory, Enterprise, CUSO and RBC Bank framework, policy and standard requirements, including the Office of the Comptroller of the Currency (OCC) Heightened StandardsHas accountability for ensuring an effective implementation of the Client Complaints Program for RBC BankManagement oversight of remediation / action plans for OCC Matters Requiring Attention (MRAs), Audit Issues, Operational Risk Issues, and Regulatory Compliance Findings pertaining to client complaintsResponsible leader to represent RBC Bank’s client complaints program to Auditors and Regulators

Advice Centre

Role has management responsibility over the relationship with the Advice Centre relationship and advocates for RBC Bank’s interestsEnsures the Advice Centre delivers on RBC Bank’s client strategies, enhances performance to optimize distribution, acquire new clients and grow volume and revenueEnsures that the voice of the client and advisor are appropriately represented in strategy and implementation activities.Has accountability for holding the Advice Centre accountable to documented SLA’s and provides reporting on Advice Centre performance  

1LoD Regulatory Compliance, Issues and MRA Oversight

Management responsibility to ensure 1LoD regulatory compliance for activities in the Chief Operating Office.  Provides execution oversight for MRAs that are anchored in the Chief Operating OfficeDelivers reporting on regulatory compliance issues that includes root cause analysis, action plans that address root cause and status of current actions plans. 

What do you need to succeed?

Must-have

Bachelors’ degree, or equivalent7-10  years relevant experienceStrong Leadership, facilitation, negotiation, verbal & written communication skills to deal with senior executivesAbility to analyze complex situations and provide guidance and make recommendations as appropriateAbility to identify and utilize internal and external networks to influence situations and establish effective relationshipsStrong Presentation skills and technologically self-sufficient in Access, Microsoft Word, Excel, Power Point, Outlook.Strong People Management and Operational Risk Management backgroundSupplier & relationship management competenciesStrong knowledge of RBC’ Bank’s Business and Functional Units including processes, systems and client needsExperience with creating, documenting, implementing and managing efficient, effective & client-friendly product fulfillment processes.Strong analytical & problem solving skills, with a keen attention to detail.  Accurately defines problems and identifies relevant factors while objectively considering alternatives and anticipating the client impact of possible solutions. Strong verbal and written communication skills, with an ability to work effectively with all levels of staff and managementProficiency with Knowledge of, and experience working with various RBC Bank systems/applications Ability to work independently with a high level of initiative and motivation

Nice to have

Basic project management skills

Job Skills

Adaptability, Communication, Customer Relationship Management (CRM), Decision Making, Detail-Oriented, Emotional Intelligence, Ethical Business, Issue Identification, Negotiation, Operational Quality, Organizational Savvy and Politics, Regulatory Compliance, Regulatory Requirements, Remediation, Results-Oriented, Risk Management, Risk Mitigation Strategies

Additional Job Details

Address:

8081 ARCO CORPORATE DRIVE:RALEIGH

City:

Raleigh

Country:

United States of America

Work hours/week:

40

Employment Type:

Full time

Platform:

PERSONAL & COMMERCIAL BANKING

Job Type:

Regular

Pay Type:

Salaried

Posted Date:

2024-12-11

Application Deadline:

2025-01-04

Note: Applications will be accepted until 11:59 PM on the day prior to the application deadline date above

Inclusion and Equal Opportunity Employment

At 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.
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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.

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