Operations Officer

3 weeks ago

Montréal, Canada Royal Bank of Canada Full time

**Come Work with Us**

At RBC, our culture is deeply supportive and rich in opportunity and reward. You will help our clients thrive and our communities prosper, empowered by a spirit of shared purpose.

Whether you’re helping clients find new opportunities, developing new technology, or providing expert advice to internal partners, you will be doing work that matters in the world, in an environment built on teamwork, service, responsibility, diversity, and integrity.

**Job Title**

Operations Officer - Investments Investigations

**Quelle est l'opportunité?**

En tant qu'agent d'exploitation, vous serez responsable de l'exécution des opérations complexes des clients, en utilisant des connaissances approfondies des produits et services connexes de RBC. Vous assumerez également la responsabilité personnelle de la résolution de tout problème lié au groupe, à la fonction ou au processus spécifique. Vous agirez en tant que point de référence pour les autres membres de l'équipe en ce qui concerne les politiques, les processus et les procédures applicables pour soutenir le Client avant tout et le respect des exigences en matière de risques opérationnels, de conformité et de lutte contre le blanchiment d'argent.

**Qu'allez-vous faire?**
- Agir en tant qu'expert fonctionnel technique/produit/opérationnel (processus de bout en bout) et en tant que point de contact d’escalation/référence pour nos partenaires de vente et de service.
- Assumer la responsabilité de la résolution de problèmes complexes et apporter une valeur ajoutée pour garantir que l'expérience du client est un facteur clé dans le traitement quotidien des affaires.
- Utiliser des outils de résolution de problèmes et des techniques d'analyse pour décortiquer des situations/problèmes complexes de manière systématique, aller au-delà des réponses aux questions pour identifier les problèmes.
- Répondre aux besoins des clients au premier point de contact avec les demandes reçues des partenaires de vente et de service par le biais de divers canaux : papier, courriel, télécopieur, etc.
- Travailler en tant que membre à part entière de l'équipe en éduquant les gens à de nouvelles approches à valeur ajoutée et suivre les routines de coaching établies ainsi que les activités connexes afin d'obtenir des performances élevées et d'améliorer l'expérience du client.
- Continuer à s'adapter aux changements selon les besoins du travail.

**De quoi avez-vous besoin pour réussir?**

**Vous devez avoir**
- Capacité à travailler efficacement sous pression et dans des délais serrés, afin de maintenir un niveau supérieur de service à la clientèle.
- Esprit d'analyse et capacité de résolution de problèmes prouvés et efficaces
- Parfaitement bilingue en anglais et en français, à un niveau professionnel dans les deux langues, bilinguisme (français et anglais) requis, car vous ferez régulièrement affaire avec des partenaires partout au Canada
- Capacité à travailler avec un minimum de supervision et à gérer l'ambiguïté.
- Orienté vers le service à la clientèle, avec un souci manifeste de la qualité et de la promotion du travail d'équipe en collaboration.
- Capacité à travailler en équipe de 8h00 à 16h30, du lundi au vendredi, avec la possibilité de faire des heures supplémentaires.

**Qu'est-ce que vous y gagnez ?**

Nous aimons relever le défi d'être les meilleurs, de penser de manière progressive pour continuer à nous développer et de travailler ensemble pour fournir des conseils fiables afin d'aider nos clients à se développer et les communautés à prospérer. Nous nous soucions les uns des autres, de réaliser notre potentiel, de faire une différence dans nos collectivités et d'atteindre une réussite mutuelle.
- Statut d'employé à temps plein de RBC avec un potentiel de rémunération illimité et des avantages sociaux complets.
- Travaillez avec une équipe dynamique, collaborative, progressiste et très performante.
- Options flexibles d'équilibre travail/vie privée
- Possibilité de faire une différence et d'avoir un impact durable
- ___________________________

English

**What is the opportunity?**

As an Operations Officer, you will be responsible for the fulfillment and/or servicing of complex client transactions, using extensive knowledge of related RBC products and services. You will also assume ownership and personal accountability for resolution of any issues related to the specific group, function or process. You will act as a referral point for other team members for the applicable policy, process and procedure to support Client First and adherence to operational risk, compliance and AML requirements.

**What will you do?**
- Act as a functional technical/product/operational expert (end-to-end process) and as the escalation/referral point of contact for sales and service environments
- Assumes ownership and accountability for the resolution of complex issu

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