Manager, Operational Risk Systems & Analytics –Global Risk Oversight
About the role
Job Description
This jobholder will bring a combination of a customer service mindset and experience working with technical systems to ensure application users are supported in the applications being used. The following components from the Job Posting outline the major role played by the jobholder:
Position Scope
We are seeking enthusiastic, talented people to act as the first point of contact when our customers have inquiries or encounter issues as they use our software, including the routine monitoring and resolution of automated reporting and dashboarding. You will receive tickets and analyse screenshots and and details of customer issues, to replicate the problem while working across the team to drive issues to completion. In addition to providing a very high level of client service, you will develop strong relationships with clients and staff and provide feedback on documentation. Individuals applying for this position must be able to multi-task, have a strong attention to detail, professional demeanor, and be able to adapt into a growing and changing environment.
Responsibilities
- Answer client queries and provide basic direction and training on common issues, including user access management
- Perform Level 1 & Level 2 support
- Perform root cause analysis, including duplication of the issue, in order to define the problem, and then share the document with members of the team
- Performs monitoring activities, including confirmation of scheduled reporting jobs and dashboard updates
- Logging and timely resolution of incidents with the production application
- Acting as ‘integrator’ to ensure execution activities are seamlessly executed
- Produce daily report highlighting status of the applications across several dimensions
- Triage product queues and prioritize issues according to their severity
- Provide feedback to supervisors and managers regarding processes that are unclear and need to be changed
- Support the promotion of changes into the production environment including User Acceptance Testing and Post Implementation Verification
- Participate in project and team meetings; interacting and collaborating with team members
- Supporting Director with the documentation of program insights, identifying opportunities and action plans to maximize productivity and gain efficiency, while protecting the RBC brand.
- Supporting and providing tactical execution of strategic priorities, process improvements and disciplines to achieve best in class in operational risk capabilities.
Must Have:
- Excellent communication skills, both written & verbal
- Customer service mindset
- Experience routinely working with and switching between multiple technology systems
- Experience working with Excel to manipulate data
- Extremely detail oriented with the ability to manage and prioritize work
- Previous technical support experience or customer service experience
- Experience working with Jira and Confluence
- Experience working with Governance, Risk and Compliance tools (such as Archer) would be an asset
- Team-player, strong work ethic and a positive attitude
- Able to operate in a fast-paced environment
Job Skills
1st Line Support, Apache Airflow, Confluence Administration, Customer Service Management, Data Manipulation, Detail-Oriented, Incident Management, Incident Response, Issue Management and Remediation (IMR) Process, JIRA Tool, Management Reporting, Production Environment, Root Cause Problem Solving, Tableau (Software), Teamwork, Technical Support, Unix, User Account Management
Additional Job Details
Address:
PERSIARAN IRC 2, IOI RESORT CITY IOI CITY TOWER ONE:PUTRAJAYA
City:
Putrajaya
Country:
Malaysia
Work hours/week:
40
Employment Type:
Full time
Platform:
GROUP RISK MANAGEMENT
Job Type:
Regular
Pay Type:
Salaried
Posted Date:
2025-06-30
Application Deadline:
2025-11-30
Note: Applications will be accepted until 11:59 PM on the day prior to the application deadline date above
About RBC
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 94,000+ 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 more than 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 www.rbc.com/community-social-impact.
La Banque Royale du Canada est une institution financière mondiale définie par sa raison d'être, guidée par des principes et orientée vers l'excellence en matière de rendement. Notre succès est attribuable aux quelque 94 000+ employés qui mettent à profit leur créativité et leur savoir faire pour concrétiser notre vision, nos valeurs et notre stratégie afin que nous puissions contribuer à la prospérité de nos clients et au dynamisme des collectivités. Selon la capitalisation boursière, nous sommes la plus importante banque du Canada et l'une des plus grandes banques du monde. Nous avons adopté un modèle d'affaires diversifié axé sur l'innovation et l'offre d'expériences exceptionnelles à nos plus de 17 millions de clients au Canada, aux États Unis et dans 27 autres pays. Pour en savoir plus, visitez le site rbc.com/francais
Nous sommes fiers d'appuyer une grande diversité d'initiatives communautaires par des dons, des investissements dans la collectivité et le travail bénévole de nos employés. Pour de plus amples renseignements, visitez le site www.rbc.com/collectivite-impact-social.
Manager, Operational Risk Systems & Analytics –Global Risk Oversight
About the role
Job Description
This jobholder will bring a combination of a customer service mindset and experience working with technical systems to ensure application users are supported in the applications being used. The following components from the Job Posting outline the major role played by the jobholder:
Position Scope
We are seeking enthusiastic, talented people to act as the first point of contact when our customers have inquiries or encounter issues as they use our software, including the routine monitoring and resolution of automated reporting and dashboarding. You will receive tickets and analyse screenshots and and details of customer issues, to replicate the problem while working across the team to drive issues to completion. In addition to providing a very high level of client service, you will develop strong relationships with clients and staff and provide feedback on documentation. Individuals applying for this position must be able to multi-task, have a strong attention to detail, professional demeanor, and be able to adapt into a growing and changing environment.
Responsibilities
- Answer client queries and provide basic direction and training on common issues, including user access management
- Perform Level 1 & Level 2 support
- Perform root cause analysis, including duplication of the issue, in order to define the problem, and then share the document with members of the team
- Performs monitoring activities, including confirmation of scheduled reporting jobs and dashboard updates
- Logging and timely resolution of incidents with the production application
- Acting as ‘integrator’ to ensure execution activities are seamlessly executed
- Produce daily report highlighting status of the applications across several dimensions
- Triage product queues and prioritize issues according to their severity
- Provide feedback to supervisors and managers regarding processes that are unclear and need to be changed
- Support the promotion of changes into the production environment including User Acceptance Testing and Post Implementation Verification
- Participate in project and team meetings; interacting and collaborating with team members
- Supporting Director with the documentation of program insights, identifying opportunities and action plans to maximize productivity and gain efficiency, while protecting the RBC brand.
- Supporting and providing tactical execution of strategic priorities, process improvements and disciplines to achieve best in class in operational risk capabilities.
Must Have:
- Excellent communication skills, both written & verbal
- Customer service mindset
- Experience routinely working with and switching between multiple technology systems
- Experience working with Excel to manipulate data
- Extremely detail oriented with the ability to manage and prioritize work
- Previous technical support experience or customer service experience
- Experience working with Jira and Confluence
- Experience working with Governance, Risk and Compliance tools (such as Archer) would be an asset
- Team-player, strong work ethic and a positive attitude
- Able to operate in a fast-paced environment
Job Skills
1st Line Support, Apache Airflow, Confluence Administration, Customer Service Management, Data Manipulation, Detail-Oriented, Incident Management, Incident Response, Issue Management and Remediation (IMR) Process, JIRA Tool, Management Reporting, Production Environment, Root Cause Problem Solving, Tableau (Software), Teamwork, Technical Support, Unix, User Account Management
Additional Job Details
Address:
PERSIARAN IRC 2, IOI RESORT CITY IOI CITY TOWER ONE:PUTRAJAYA
City:
Putrajaya
Country:
Malaysia
Work hours/week:
40
Employment Type:
Full time
Platform:
GROUP RISK MANAGEMENT
Job Type:
Regular
Pay Type:
Salaried
Posted Date:
2025-06-30
Application Deadline:
2025-11-30
Note: Applications will be accepted until 11:59 PM on the day prior to the application deadline date above
About RBC
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 94,000+ 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 more than 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 www.rbc.com/community-social-impact.
La Banque Royale du Canada est une institution financière mondiale définie par sa raison d'être, guidée par des principes et orientée vers l'excellence en matière de rendement. Notre succès est attribuable aux quelque 94 000+ employés qui mettent à profit leur créativité et leur savoir faire pour concrétiser notre vision, nos valeurs et notre stratégie afin que nous puissions contribuer à la prospérité de nos clients et au dynamisme des collectivités. Selon la capitalisation boursière, nous sommes la plus importante banque du Canada et l'une des plus grandes banques du monde. Nous avons adopté un modèle d'affaires diversifié axé sur l'innovation et l'offre d'expériences exceptionnelles à nos plus de 17 millions de clients au Canada, aux États Unis et dans 27 autres pays. Pour en savoir plus, visitez le site rbc.com/francais
Nous sommes fiers d'appuyer une grande diversité d'initiatives communautaires par des dons, des investissements dans la collectivité et le travail bénévole de nos employés. Pour de plus amples renseignements, visitez le site www.rbc.com/collectivite-impact-social.