Associate Director Market Service Operations Leader

4 weeks ago

Toronto, Ontario, Canada RBC Investor Services Trust Full time

Job Opportunity:

Reporting to the Managing Director, Market Service Operations, the Associate Director of Market Service Operations is responsible for ensuring the smooth functioning of the department and acts as a liaison with other departments at all operational matters. In this role, you will implement processes and practices to streamline and advance the operational infrastructure of the department. This includes formulating strategy for the smooth functioning of the department, managing positive culture and emphasizes collaboration, client experience, leadership, inclusion, and accountability, trouble-shooting as needed. You will promote ongoing personal development. In addition, you will be an ambassador to Cash & Payments Operations staff who successfully communicates the vision of the department to the team. You will provide support to the planning and execution of Market Service initiatives and be recognized as a partner to the Strategic Payments Initiatives Project team in support of the successful delivery of their strategic goals. You will provide performance metrics and analytics and empower business partners with information and actionable insights, drive continuous improvement, and support our operational strategy.

Key Responsibilities:

  • Manage established KPI's. Develop and improve error management reporting capabilities, including the design and presentation of customer satisfaction, quality, service level and efficiency measures to drive desired business results and accurately monitor overall business performance.
  • Review and analyze exceptions
  • As needed, contact Client Success team regarding delayed or escalated payments issues.
  • Oversee and develop operational systems, processes, and infrastructure with an eye towards continual process improvement and client experience.
  • Support the development and implementation of Strategic Payments Initiative and automation technologies
  • Support planning and execution of new work intake and work with Products, Client Management, Market Service & Payments Initiative team.
  • Re-design processes to support transformational programs and other changes impacting operational processes
  • Co-ordinate with RBC Investor Services (IS) partners to influence external processes and behaviors that impact IS operational efficiency
  • Co-lead with Associate Director, Strategic Payments Initiative and manage User Acceptance Testing and Post Implementation Verification
  • Define and implement strategies to measure operational performance and productivity, including use of tools and metric definition
  • Oversee comprehensive onboarding program for new staff, ensuring orientation to their role, the department, Canadian Operations, and affiliates.

Requirements:

  • Undergraduate degree, plus 4+ years of experience in the industry
  • Payment operations management experience preferable in payments automation and straight through processing.
  • In-depth experience in SWIFT, MT, MX types, ACH Payment processing, Trust, Milvus Custody System, GPLUS, RBC Express, On-line banking, Corporate Creditor , GRADS .
  • Experience leading a team to ensure strict adherence to internal and industry policies and SLA's [Service Level Agreement]. Direct people management experience a plus.
  • Comfortable in both client and team-facing roles.
  • Exceptional problem-solving skills
  • Effective collaborative planning

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 for our clients and in our communities, and achieving mutual success. This position will provide you with the foundation required for a prosperous career in the banking industry.

Job Skills:

Business, Business Processes, Customer Satisfaction, Emerging Technologies, Large Group Presentations, New Businesses, Operational Excellence, Researching, Root Cause Analysis (RCA), Taking Initiative, Technical Knowledge

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