Department Manager, Insolvency and Government Programs

**Job Summary**

**What is the opportunity?**

Lead and manage Subject Matter Experts of the Insolvency and Government Programs team. Deliver an enhanced client experience, achieve established Client Service Commitments, focus on performance and efficiency of complex operational processes and team results. You will take ownership to resolve service partner issues and escalations to ensure process and efficiency gaps are identified, and take control of complex operational processes, ensuring action plans are put in place to mitigate deficiencies. Accountable for the delivery of the department goals and objectives while managing operational/credit risk mitigation and enhancing the client experience with a full alignment to CPO business objectives and **Our Collective Ambition**

**What will you do?**
- Deliver on superior client experience and eensure employees understand Personal and Commercial Banking Operations (PCO) strategic goals and the impact their performance has on end-to-end sales/service cycle
- Be accountable for department’s performance against Client Service Commitments (CSC’s) and deliver on ‘once and done,’ minimizing hand offs and resolving client issues/escalations at first point of contact
- Lead product and process improvement initiatives to improve client experience and ddemonstrate Leadership Model behaviors consistently, creating a positive and productive work environment
- Drive high performance of Insolvency Associates to establish individual/team goals, performance, and employee development, using Role Continuum, career coaching and rewarding strong performance
- Embrace and execute change, while supporting employees through proactive communication, issue resolution and effective decision-making
- Lead integration management routines to ensure effective and open communication on all issues to key stakeholders and recruit, retain and motivate top talent to ensure business success
- Actively participate in business planning and take ownership of high-risk situations to ensure risks are mitigated, e.g. financial operations, AML, BCM, NIE, Custody, Internal Audit and ICR
- Ensure all authorities for the role (delegated authorities, SECAF, systems access etc.) are adhered to, reviewed, and understood
- In this role, you will communicate and interact frequently with RBC partners and/or employees located across Canada and/or worldwide

**What do you need to succeed?**

**Must-have**
- 5+ years of People Leadership experience within a recoveries/collections environment
- Strong leadership and organizational skills
- Demonstrated ability to build and maintain relationships with internal and external business partners
- Professional oral and written communication skills, and ability to interact with internal and external service partners and Vendors
- Ability to grasp complex concepts, regulatory and compliance knowledge as it relates to collections
- Change management experience
- Proven ability to take ownership of escalations and develop effective resolutions.
- Able to work various shifts within the business hours of 8am-6pm Monday to Friday

**Nice-to-have**
- Experience with Collection Highways
- Working Knowledge of the Bankruptcy & Insolvency & Government Programs

**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
- Leaders who support your development
- Ability to make a difference and lasting impact.
- Opportunity to take on progressively greater accountabilities.

**Job Skills**

**Additional Job Details**

**Address**:
MEADOWVALE BUSINESS PARK, 6880 FINANCIAL DR:MISSISSAUGA

**City**:
MISSISSAUGA

**Country**:
Canada

**Work hours/week**:
37.5

**Employment Type**:
Full time

**Platform**:
PERSONAL & COMMERCIAL BANKING

**Job Type**:
Regular

**Pay Type**:
Salaried

**Posted Date**:
2025-01-24

**Application Deadline**:
2025-01-31

**I**nclusion** and Equal Opportunity Employment**

At RBC, we embrace diversity and inclusion for innovation and growth. We are committed to building inclusive teams and an equitable workplace for our employees to bring their true selves to work. We are taking actions to tackle issues of inequity and systemic bias to support our diverse talent, clients and communities.

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