Job Summary

Job Description

What is the opportunity?

Manages and leads a hands-on diverse team within a centralized client fulfillment/servicing Centre who are responsible for administration of a leasing portfolio, operationalizing client care strategies, providing direction relative to the identification of process and efficiency improvements, problem resolution and the integration/implementation of new initiatives and activities.
Responsible for the attainment and maintenance of established service standards (ie. Client Service Commitments). Accountable for the delivery of the department/functions goals and objectives, while managing against business plan, operational/credit risk mitigation and enhancing the client experience.
Responsible to execute, lead, develop and maintain applicable product, systems and process knowledge for teams and provide a clear line of sight for the client experience. 

What will you do?

Provides quality leadership and direction to employees in a centralized fulfillment/servicing environment.Responsible for Business Planning development and management relative to  RBC strategies and business/functional objectives.Lead, execute and escalate service quality initiatives to provide consistent service within established Client Service CommitmentsTakes ownership of escalated client and/or sales/service partner issues as a priority ensuring resolution at source. Works with team to complete cause and effect analysis ensuring gap mitigation plans are implemented    Provides operational direction by identifying and planning service improvement opportunities.Responsible for all efforts to institutionalize “operational/credit risk” within a Centre (and related segments).Plays active role in building both internal and external networks to capitalize on business opportunities and sales/service efficiency and effectiveness.Leads and directs commercial banking product/process initiatives along with senior management.Ensures adherence of Operations Risk, Compliance and AML policies, processes and procedures as per PPL guidelines to mitigate operational/credit risk.Identifies the strengths of potential resources/talent to achieve business/service targets.Responsible for ongoing monitoring and control of day to day service quality workflow and related fulfillment/servicing activities.Uses effective communication skills to ensure employees are well informed relative to goals, objectives and achievements.Builds and leverages relationships with sales and service partners and/or third party vendors where applicable.Ensures Department employees are aware of RBC Key Behaviours and consistently demonstrates their positive impact on business and individual performance: Put clients first, Collaborate as partners, Develop people, Act on our accountabilities, Make decisions faster and Prioritize for greatest impactFollows established Coaching Routines to drive personal performance.

Managerial Excellence:

Ensure that employees understand RBC vision, as well as support and reinforce targeted behaviours that contribute to RBC goals.Champions Coaching Routines for department  – rounds, direct report coaching, joint sessions, weekly/monthly goal setting and reviews, semi annual performance assessments and employee development plans.Provide focus and clarity in establishing individual goals, driving performance management, supporting career development and rewarding strong performance.Leverage the value in unit, department, and enterprise wide teams to develop better solutions and achieve a cross enterprise mindset.Accept and successfully execute change while supporting employees through the process, and keeping them focused on business priorities

Key Relationships

Leads a diverse team of Portfolio ManagersRBC Management team and employeesRetail Operations and Technology and Operations service partnersCanadian Banking Sales sales and product partners – regional/sales unit teamsRCAP, RBC and SSG clientsThird Party vendors, Brokers, Sales and SSG partners/Management, EFA/Origination RBC, RCAP Collections, Telecom partners

What do you need to succeed?

Must-have  

Previous Management Experience – Minimum 3 years.Previous Lending / Leasing experienceProven ability to manage highly effective teams through change.Excellent Customer Service skills and proven ability to manage and resolve conflict.Excellent organizational skills and ability to effectively manage time and priorities.Strong ability to multi-task.Demonstrated ability to solve problems by generating, evaluating and implementing alternatives.Detail-oriented and able to understand terms and conditions of contracts.Demonstrated ability to create and execute training programs for continued growth and development of employees. Ability to work well within a team and independently

Nice-to-have  

Strong knowledge of lease, financing and ancillary documentation.Superior understanding of PPSA laws across the countryStrong knowledge of  T-Value, HP CalculatorBilingual

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.

We are proud to offer a comprehensive compensation program which includes a competitive salary, bonuses, flexible benefits.Leaders who support your development through coaching and managing opportunitiesWe promise you’ll work in an inclusive, collaborative, progressive, and high-performing team. We have a world-class training program in financial services.

Job Skills

Customer Service, Customer Service Management, Decision Making, Interpersonal Relationship Management, Investment Performance Measurement, Operational Delivery, Process Improvements, Risk Management, Time Management, Treasury Management

Additional Job Details

Address:

5575 NORTH SERVICE RD:BURLINGTON

City:

BURLINGTON

Country:

Canada

Work hours/week:

37.5

Employment Type:

Full time

Platform:

PERSONAL & COMMERCIAL BANKING

Job Type:

Regular

Pay Type:

Salaried

Posted Date:

2025-02-25

Application Deadline:

2025-03-11

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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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 jobs.rbc.com.