Manager/sme Leasing Portfolio Management Team

**Job Summary**

**What is the opportunity?**

Manages and leads a hands-on diverse team within a centralized client fulfillment/servicing Centre who are responsible for administration of a leasing portfolio, operationalizing client care strategies, providing direction relative to the identification of process and efficiency improvements, problem resolution and the integration/implementation of new initiatives and activities.
Responsible for the attainment and maintenance of established service standards (ie. Client Service Commitments). Accountable for the delivery of the department/functions goals and objectives, while managing against business plan, operational/credit risk mitigation and enhancing the client experience.
Responsible to execute, lead, develop and maintain applicable product, systems and process knowledge for teams and provide a clear line of sight for the client experience.

**What will you do?**
- Provides quality leadership and direction to employees in a centralized fulfillment/servicing environment.
- Responsible for Business Planning development and management relative to RBC strategies and business/functional objectives.
- Lead, execute and escalate service quality initiatives to provide consistent service within established Client Service Commitments
- Takes ownership of escalated client and/or sales/service partner issues as a priority ensuring resolution at source. Works with team to complete cause and effect analysis ensuring gap mitigation plans are implemented
- Provides operational direction by identifying and planning service improvement opportunities.
- Responsible for all efforts to institutionalize “operational/credit risk” within a Centre (and related segments).
- Plays active role in building both internal and external networks to capitalize on business opportunities and sales/service efficiency and effectiveness.
- Leads and directs commercial banking product/process initiatives along with senior management.
- Ensures adherence of Operations Risk, Compliance and AML policies, processes and procedures as per PPL guidelines to mitigate operational/credit risk.
- Identifies the strengths of potential resources/talent to achieve business/service targets.
- Responsible for ongoing monitoring and control of day to day service quality workflow and related fulfillment/servicing activities.
- Uses effective communication skills to ensure employees are well informed relative to goals, objectives and achievements.
- Builds and leverages relationships with sales and service partners and/or third party vendors where applicable.
- Ensures Department employees are aware of RBC Key Behaviours and consistently demonstrates their positive impact on business and individual performance: Put clients first, Collaborate as partners, Develop people, Act on our accountabilities, Make decisions faster and Prioritize for greatest impact
- Follows established Coaching Routines to drive _personal_ performance.

**Managerial Excellence**:

- Ensure that employees understand RBC vision, as well as support and reinforce targeted behaviours that contribute to RBC goals.
- Champions Coaching Routines for department - rounds, direct report coaching, joint sessions, weekly/monthly goal setting and reviews, semi annual performance assessments and employee development plans.
- Provide focus and clarity in establishing individual goals, driving performance management, supporting career development and rewarding strong performance.
- Leverage the value in unit, department, and enterprise wide teams to develop better solutions and achieve a cross enterprise mindset.
- Accept and successfully execute change while supporting employees through the process, and keeping them focused on business priorities

**Key Relationships**
- Leads a diverse team of Portfolio Managers
- RBC Management team and employees
- Retail Operations and Technology and Operations service partners
- Canadian Banking Sales sales and product partners - regional/sales unit teams
- RCAP, RBC and SSG clients
- Third Party vendors, Brokers, Sales and SSG partners/Management, EFA/Origination RBC, RCAP Collections, Telecom partners

**What do you need to succeed?**

**Must-have**
- Previous Management Experience - Minimum 3 years.
- Previous Lending / Leasing experience
- Proven ability to manage highly effective teams through change.
- Excellent Customer Service skills and proven ability to manage and resolve conflict.
- Excellent organizational skills and ability to effectively manage time and priorities.
- Strong ability to multi-task.
- Demonstrated ability to solve problems by generating, evaluating and implementing alternatives.
- Detail-oriented and able to understand terms and conditions of contracts.
- Demonstrated ability to create and execute training programs for continued growth and development of employees.
- Ability to work well within a team and independently

**Nice-to-have**
- Strong knowledge of lease, financing and ancillary do