Dept. Mgr., Equipment Finance Associates

What is the opportunity?

You are responsible in managing and providing quality leadership for a diverse team within a centralized client fulfillment/servicing Centre. You will focus in achieving an enhanced client experience by meeting and exceeding established service quality standards. You will be accountable for the overall effectiveness of the team by providing coaching and feedback, talent management quality, accuracy and efficiency of the servicing processes and overall team's operations. You will lead, develop and maintain applicable product and process knowledge for the team and provide a clear line of sight for the client experience, ensuring adherence to operational risk, compliance and AML requirements.

What will you do?

• Provides quality leadership and direction to employees in a centralized fulfillment/servicing environment who are responsible for processing internal and external client requests with focus on ensuring policy, process and procedures are adhered to
• Recommend 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
• Collaborates on any new/enhanced RCAP/RBC product/process initiatives along with other employees and management representing own department
• Ensures adherence of Operations Risk, Compliance and AML policies, processes and procedures as per Folio guidelines to mitigate operational/credit risk
• Ensures centre 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
• Utilizes coaching routines to maximize individual employee contribution by providing specific feedback to employees, positive or constructive, for employee development purposes
• Follow established coaching routines and related activities to drive personal performance

What do you need to succeed?

Must-have

• Successful completion of a post-secondary degree or diploma
• Minimum 2 years experience in a processing centre or client facing environment
• Excellent organizational, time-management, multi-tasking skills
• Detail-oriented and able to understand the terms and conditions of leasing contracts.
• Ability to motivate highly effective teams through change Management
• Ability to lead peers, partners and management to implement new/enhanced processes, products and/or solve service/quality issues
• Adapt quickly and always learning
• Curiosity and motivational Leadership

Nice-to-have

• Knowledge and understanding of all required systems/abilities for multiple lines of business on multiple platforms ( eg. Outlook, Ambit, ECM )
• Knowledge and understanding of RBC policies, procedures, products, security documentation and RBC audit and control policies.

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
• Opportunities to do challenging work
• Opportunities to take on progressively greater accountabilities
• Opportunities to building close relationships with clients

Job Skills

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