What is the Opportunity?

Operations Fulfillment and Business Banking support retail and business deposits including ACH origination. Retail loans, insurance monitoring, mortgage post-closing, collections, level one operational risk, internal controls, and procedures. Senior Managers have supplier management responsibilities and are accountable to drive optimization and efficiencies with their suppliers and in their teams. They also act as subject matter experts to support transformation projects and assist in the resolution of customer complaints to create an optimal client experience.

What will you do?

The Senior Operations Analyst -U.S. Business Banking provides excellent service to RBC Bank business banking clients by ensuring daily assigned activities are completed in accordance with procedures and within determined SLA’s. This role requires a high level of versatility and flexibility to effectively support daily routines and priorities across Business Banking. This role is familiar with assigned processes end to end and their desired client experience to identify and escalate service failures, and opportunities for efficiency/effectiveness gains in processes/procedures. The Senior Operations Analyst – U.S. Business Banking is competent with the systems and applications used to fulfill the duties of the role and act as a subject matter expert as needed to support process changes and/or improvements. This role is responsible for adherence to policy and procedure to include oversight and controls. In addition, this role will ensure all documentation for pre- or post-verification of financial transactions is complete and accurate. A Senior Operations Analyst – U.S. Business Banking takes ownership of their responsibilities, seeks out assistance when needed, formulates recommendations to resolve escalations or improve a process, and delivers a differentiating client experience by always living our service excellence standards.

U.S. Business Banking – Fulfillment and Items Processing

• This role ensures overall accurately processing and disposition all variety of bank assigned fulfillment and items processing tasks according to prescribes timelines and to RBC Bank’s service excellence standards.
• Identifies process improvements and/or procedure updates associated with processing assigned tasks and requests received from the group email. Ensures quick and accurate response to service inquiries received from the sales and service workforce through various group inboxes.
• Acts upon identified service failures immediately to avoid, or stop a negative client experience, evaluates failures for root cause and ensures the appropriate manager is also engaged.

Optimization & Efficiency:

• Expected to ensure procedures related to daily operations are up-to-date, and when a procedure is linked to an Advice Center procedure refer required updates to the Advice Center support team to be updated.
• Proficient and considered to be the subject matter expert (SME) they will participate in end-to-end process mapping and customer journey exercises to ensure optimization and efficiency opportunities are identified, prioritized and implemented on time.
• Must understand how to navigate a shift in work priorities as the business needs change to support aligning with overall bank and departmental strategy and goals.

Client Experience:

• Effectively manages assignments within SLA and reports concerns if volumes are impacting their ability to work within SLA
• Leads timely resolution and accurate response to business banking client complaints related to business banking onboarding and servicing
• Demonstrates a differentiating client experience by living RBC values.

What do you need to succeed?

Must-have:

• 3 to 5 years banking operations or related experience
• Customer focused, problem solving, analytical mindset and passion for understanding the end-to-end process and impact on the client.
• Community College, Bachelor’s Degree or Higher
• Expertise in Banking Operations and Regulatory Requirements
• Good presentation and interpersonal skills
• Excellent communication and collaboration skills, ability to achieve results through vendors, team members, and business partners, proficient organizational skills, and a demonstrated passion for execution excellence.

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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