Operations Team Lead II

3 weeks ago

Minneapolis, Minnesota, United States RBC Full time

Job Summary

Job Description

What is the opportunity?

The primary purpose for this position is to provide training, coaching, and work direction for Operations Associates supporting time sensitive, complex exception-based and/or highly specialized processes. In addition, incumbent will support escalated complex customer service situations, complete process oversight, support new initiative/process implementation, and provide department processing back-up support when needed. Incumbent must understand regulatory and organizational risks associated with work processes, how work is processed from beginning to end, and dependencies to other areas and departments. Incumbent will address escalated questions, independently seeking assistance from Manager as appropriate following established department procedures. Position contains increased elements of risk which are managed through operational reviews, system checks, and adherence to procedures.

What will you do?


• Train and act as a resource for other Operations Associates; provide work direction to Associates within assigned group.
• Mentor and provide on-the-job performance coaching.
• Monitor daily process volumes and make recommendations to modify resource support levels to ensure department service levels are met.


• Liaise and provide customer service support for individuals requiring research, problem resolution, or securing information from other Operations departments, RBC Business Units, external customers or industry participants.


• Address escalated questions independently; seeking assistance from Manager as appropriate following established department procedures.


• Conduct business process oversight to ensure adherence to department procedures, risks are mitigated, and regulatory requirements are met.


• Participate in testing and implementation of new systems and processes as required.


• Perform other duties and responsibilities as assigned.

What do you need to succeed?

Must-have

  • 4-year degree from an accredited university or equivalent or High school diploma or equivalent OR 2-3+ years of securities, banking, technology and/or job specific industry experience
  • Previous billing and/or advisory experience expertise
  • Strong accountability mindset which takes responsibility for all work activities and personal actions.
  • Demonstrated self-directedness in researching, analyzing, and solving problems
  • Ability to recognize employee's successes and development opportunities and coach employees through challenges.

Nice-to-have

  • Fully proficient with MS Office (Word, Excel, PowerPoint, and Outlook)
  • Strong interpersonal, verbal, and written communication skills, with an ability to work effectively with all levels of staff and management.
  • Advanced problem identification, analytical and resolution skills required to support escalated issue resolution and/or oversight requirements associated with exception-based complex processes.

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, competitive compensation, commissions, and stock where applicable
  • Leaders who support your development through coaching and managing opportunities
  • Ability to make a difference and lasting impact
  • Work in a dynamic, collaborative, progressive, and high-performing team
  • Flexible work/life balance options
  • Opportunities to do challenging work
  • Opportunities to take on progressively greater accountabilities
  • Access to a variety of job opportunities across business

Job Skills

Active Learning, Communication, Critical Thinking, Customer Service, Operational Delivery, Process Improvements, Time Management

Additional Job Details

Address:

250 NICOLLET MALL:MINNEAPOLIS

City:

Minneapolis

Country:

United States of America

Work hours/week:

40

Employment Type:

Full time

Platform:

Wealth Management

Job Type:

Regular

Pay Type:

Salaried

Posted Date:


Application Deadline:


Inclusion 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.

We also strive to provide an accessible candidate experience for our prospective employees with different abilities. Please let us know if you need any accommodations during the recruitment process.

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