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

**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 issues and concerns and provides value added input to ensure client experience is a key factor in day to day business processing.
- Use problem solving tools and analysis techniques to break apart complex situations/problems in a systematic way, go beyond answering questions to identify issues.
- Work as an integral part of the team in introducing and educating people to new value-added approaches and follow established Coaching Routines and related activity to drive high performance and enhance the client experience.
- Continue reacting and adapting to changes as work required.

**What do you need to succeed?**

**Must-have**
- Ability to work effectively under pressure and with tight deadlines, to maintain a superior level of customer service.
- Proven effective analytical mindset and problem solving skills.
- Fluently bilingual in English and French, at a professional level in both languages.
- Ability to work with mínimal supervision and deal with ambiguity.
- Customer service orientated, with a demonstrated concern for quality and promotion of collaborative team work.
- Ability to work shifts within the hours of 8h00 to 16h30, Monday to Friday, with flexibility to work overtime.

**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, and competitive compensation
- Flexible work arrangements, including bonuses for evening shifts
- Leaders who support your development through coaching and managing opportunities
- Ability to make a difference and lasting impact

**En quoi consiste l’emploi ?**

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

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