Job Description

What is the opportunity?

RBC Cards, Loyalty & Supplier Operations is hiring an Incident Manager. The Incident Management COE supports Canadian Banking Operations objectives by providing Cards ecosystem the subject matter expertise required to triage and resolve Credit Card & Loyalty production events (break/fixes). Escalation of such events can arise via any RBC channel and require liaising with various stakeholders such as the Cards Vendors, Cards & Loyalty Supplier Managers, Technology & Operations and Regulatory groups.

Goals will be accomplished by following establishing repeatable Resolution routines. All responsibilities will be carried out in accordance with Code of Conduct; RBC Values and Guiding Principles ensuring adherence to Privacy principles.

Please note that this is an in-office role requiring a minimum of 4 days in office per week.

What will you do?

• Facilitate the delivery of Quality and Incident Management (QIM) COE strategies by providing subject matter expertise/stewardship, oversight and investigative support for Cards & Loyalty production events.
• Demonstrate a keen sense of urgency, deep process & technical knowledge of RBC Consumer & Commercial Card products to efficiently lead and manage multiple complex/end-to-end incidents.
• Data analytics – ability to extract and analyze Credit Card data to fully triage, identify the full impact of an event.
• Utilize Policies & Procedures as required when triaging an event.
• Demonstrate strong problem-solving capabilities and mindset for quick resolution where possible ensuring minimal Regulatory & Operational impacts.
• Engage & collaborate with a variety of internal and external partners engaging the appropriate Cards/Payments/Banking stakeholders/executives and T&O partners to ensure a timely resolution outcome.
• By partnering with Quality Assurance, ensure our vendors & T&O partners deliver error free production fixes.
• Keen focus on identifying & mitigating operational risk factors, ensuring minimal regulatory and operational impact.
• Demonstrate confidence as a trusted advisor by providing consultative, value-added process knowledge and Cards operations advice, insight and direction.
• Work through ambiguity in a cross functional team environment.
• Provide the occasional after hours on call production support (on a rotational basis).

What do you need to succeed?

Must-have

• Working understanding of the Cards & Payments Ecosystem (TSYS TS2/CCSA/TLP, Epsilon, Avion Rewards, Service & Sales Platform).
• Proven analytical mindset & problem-solving aptitude
• Ability to accurately define & articulate events/problems, identify relevant factors and objectively consider alternatives and anticipate impact of possible solutions.
• An aptitude for working with complex technical systems, clarifying system breaks, and understanding technical solutions with an end-to-end mindset.
• Fundamental understanding of Core Banking processes
• Good facilitation, negotiation, written and verbal communication skills
• Ability to independently work through ambiguity in a cross functional team environment.
• Be results driven.
• Possess a team player mindset.
• Aptitude and eagerness to learn.
• Possess both a technical and operational mindset
• Strong Data Analytics capabilities (use of excel and vender tools to conduct data extraction & analytics).

Nice-to-have

• 5 to 10 years operational knowledge of the Cards & Payments Ecosystem.
• Sound Knowledge of RBC Cards Business, Operations, Products, & Processes.
• Ability to leverage previous experience and expertise executing in an agile fast paced environment.
• Awareness of RBC Internal systems

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.

• Ability to make a difference and lasting impact
• Work in a safe, secure and positive work environment
• Work with a great and supportive team

Job Skills

Analytical Thinking, Communication, Critical Thinking, Data Gathering Analysis, Internal Controls, Leadership Reporting, Quality Orientation, Risk Management, Time Management, Written Communication

Additional Job Details

Address:

RBC WATERPARK PLACE, 88 QUEENS QUAY W:TORONTO

City:

Toronto

Country:

Canada

Work hours/week:

37.5

Employment Type:

Full time

Platform:

PERSONAL & COMMERCIAL BANKING

Job Type:

Regular

Pay Type:

Salaried

Posted Date:

2025-10-08

Application Deadline:

2025-10-23

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

I****nclusion and Equal Opportunity Employment

At RBC, we believe an inclusive workplace that has diverse perspectives is core to our continued growth as one of the largest and most successful banks in the world. Maintaining a workplace where our employees feel supported to perform at their best, effectively collaborate, drive innovation, and grow professionally helps to bring our Purpose to life and create value for our clients and communities. RBC strives to deliver this through policies and programs intended to foster a workplace based on respect, belonging and opportunity for all.

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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.