Manager- Operations II

What is the opportunity?

The primary purpose for this position is to supervise and provide leadership for the Client Reporting & Vendor Relationships team of Operations Specialists under Production Services. To support time sensitive, complex exception-based and/or highly specialized processes. Incumbent will manage relationships with various third party vendors for client reporting production support and project implementations. Incumbent will work closely with various business partners and stakeholders. Incumbent will hire, onboard, and provide training, coaching, recognition and development for team members, foster teamwork and planning for succession. In addition, this position supports escalated complex customer service situations, completes process oversight, provides new initiative/process implementation support, and maintains accurate department procedures/reference materials. 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. Work is completed under minimal supervision. Incumbent will address escalated questions independently; seeking assistance from Manager or other Operations resources as appropriate. Position contains increased elements of risk which are managed through operational reviews, system checks, and adherence to procedures.

What will you do?

• Hire, onboard, and train new team members.
• Supervise and direct time sensitive, complex and/or highly specialized daily work flows to ensure department service levels are met.
• Provide training, coaching, recognition and development for the team members, fostering teamwork and planning for succession.
• Serve as a subject matter expert for department processes supported by team.
• 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 Senior Manager or other Operations resources as appropriate.
• 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.
• Conduct operations process oversight on complex exception-based and/or highly specialized processes to ensure adherence to department procedures, risks are mitigated, and regulatory requirements are met.
• Accurately review, verify, and/or record data into technology supporting department processes.
• Provide support with department volume metrics, staffing models, financial forecasts, and budgets as required.
• Reduce risk, increase efficiencies, or enrich customer service by suggesting process changes and/or system modifications.
• Participate in business requirement development, UAT testing, end-user training, and implementation support for enhancements and new firm initiatives for changing technology systems supporting department processes.

What do you need to succeed?

Must Have

• 4-year degree from an accredited university or equivalent or High school diploma or equivalent AND
• 3+ years prior securities, banking, technology and/or job specific related industry experience
• 2+ years demonstrated and sound managerial experience leading and managing a team
• Highly proficient in Microsoft Office including Excel, Access & PowerPoint
• SQL knowledge (ability to read and write queries for data management)
• Experience with Adobe
• A good knowledge base of the Broadridge applications (BTS)

Nice to Have

• Ability to effectively hire, train, lead and provide work direction to others
• Ability to understand and meet business daily support needs on an ongoing basis
• Ability to work effectively in situations involving rapid change, shifting priorities, and/or simultaneous demands.
• Advanced customer service skills
• Advanced problem identification, analytical and resolution skills required to support escalated issue resolution and/or oversight requirements associated with exception-based complex processes
• Experience with brokerage systems
• Experience with change management and leading teams through change.

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 and geographies

Job Skills

Additional Job Details

Note: Applications will be accepted until 11:59 PM on the day prior to the application deadline date above