Job Description

What is the Opportunity?

The Director, Complaints and Remediation manages the team that is responsible for driving superior operational effectiveness and risk mitigation. This is accomplished through a best-in-class Complaints Management Program and oversight of issues remediation including regulatory compliance issues and MRA remediation oversight. In addition, the Director, Complaints and Remediation has oversight project resources tasked with managing the issues portfolio for the Operating Office.

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 Issues Management and Complaints Management program are executed to meet and exceed regulatory expectations.

The Director, Complaints and Remediation is a member of the Chief Operating Officer’s Senior Management Team.

What will you do?

1LoD Issue Management and MRA Oversight:

• Lead the Issues Management practice within the Operating Office.
• Manages a team responsible for providing project and business analysis support to the Operating Office leaders for issues remediation.
• Develops and delivers reporting on the status of individual issues as well as the effectiveness of issues remediation.
• Provides execution oversight for MRAs that are anchored in the Operating Office

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 including managing the role of Senior Management, Complaints.
• 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

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 do you need to succeed?

Must-have:

• 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
• Basic project management skills
• Required: Bachelors’ degree, or equivalent

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