Director, Operations Quality

What is the Opportunity?

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.

What will you do?

Quality Assurance (Shared Service)

• Implements and maintains best in class quality assurance program as a shared service for all of RBC Bank 1A activities
• Develop required logic for new or enhanced Quality Assurance reports including exception reporting and trends.
• Provides early issue identification by ensuring and effective monitoring program
• Respond 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 Standards
• Has accountability for ensuring an effective implementation of the Client Complaints Program for RBC Bank
• Management oversight of remediation / action plans for OCC Matters Requiring Attention (MRAs), Audit Issues, Operational Risk Issues, and Regulatory Compliance Findings pertaining to client complaints
• Responsible 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 interests
• Ensures the Advice Centre delivers on RBC Bank's client strategies, enhances performance to optimize distribution, acquire new clients and grow volume and revenue
• Ensures 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 Office
• Delivers 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 equivalent
• 7-10 years relevant experience
• Strong Leadership, facilitation, negotiation, verbal & written communication skills to deal with senior executives
• Ability to analyze complex situations and provide guidance and make recommendations as appropriate
• Ability to identify and utilize internal and external networks to influence situations and establish effective relationships
• Strong Presentation skills and technologically self-sufficient in Access, Microsoft Word, Excel, Power Point, Outlook.
• Strong People Management and Operational Risk Management background
• Supplier & relationship management competencies
• Strong knowledge of RBC' Bank's Business and Functional Units including processes, systems and client needs
• Experience 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 management
• Proficiency 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
• Leadership and Behaviors:
  • Leads by example and consistently demonstrates RBC's Leadership model.
  • Demonstrates a collaborative approach - exemplifies appropriate behaviors, language and actions supporting a positive and productive work environment on a consistent daily basis.
  • Establish and maintain positive working relationships with business partners, sponsors, internal and external partners.
  • Maximizes employee efficiency and productivity through development of methodical analysis and transformational thinking
  • Champions Our Collective Ambition, a Values based culture, where Accountability, Collaboration, Integrity, Inclusion, and a Client First mindset drive all actions and decisions.
  • Provide focus and clarity in establishing individual goals, driving performance management, supporting career development and rewarding strong performance.

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.

• A comprehensive Total Rewards Program including bonuses and flexible benefits, competitive compensation, commissions, and stock where applicable
• Leaders who support your development through coaching and managing opportunities
• Ability to make a difference and lasting impact
• Work in a dynamic, collaborative, progressive, and high-performing team
• Opportunities to do challenging work
• Opportunities to build close relationships with clients

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Additional Job Details

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