What’s the Opportunity?

Join Personal & Commercial Banking Operations to support RBC’s Client First strategy and the fraud management team in minimizing fraud losses.  You will lead a team of Fraud Agents within an operations group, you will ensure overall effectiveness and performance of the team and demonstrate confidence, sense of urgency and an increased depth and breadth of product/process/technical knowledge for successful management of complex operational processes.  You will identify and recommend continuous improvement opportunities, keeping a clear balanced approach between the client experience and mitigation of operational/compliance risk with full alignment to Personal & Commercial Operations business objectives.

Working Hours : 1.00PM -10.00PM

What will you do?

• Ensure team members understand Personal and Commercial Operations strategic goals, and the key impact their team’s day to day performance has on end to end sales/service cycle
• Focus on team productivity and quality for complex client processes, contributing to achievement of business specific Client Service Commitments (CSC’s), and strive to deliver on resolving client issues at first point of contact
• Demonstrate RBC Blueprint behaviours, creating a positive and productive work environment and drive the high performance of a diverse team of Fraud Agents
• Conduct meaningful open coaching routines and deliver candid feedback aimed at enhancing employee capability to meet business results and achieve performance success
• Execute change while supporting employees through proactive communication, issue resolution and effective decision-making, ensure delivery of all Human Resources Management practices and adherence to authorities for the role
• Take responsibility for operational risk for the team and accountability for when issues, errors and/or high risk situations surface through escalations by referring to the Manager and/or appropriate stakeholders as necessary
• Accountable for workforce management planning, cross training, sharing resources, utilizing available tools and the right people/skills/capabilities to meet P&C Operations’ business needs, ensuring employees maximize use of technology and tools available
• In this role, you will communicate and interact frequently with RBC partners and/or employees located across Canada and/or worldwide

What you need to succeed

Must-have

• Proven leadership skills, including 3+ years of people management experience within the credit card chargeback environment
• Strong communication, facilitation and problem management capabilities
• Ability to prioritize conflicting demands and adapt to dealing with ambiguity effectively
• Ability to quickly grasp complex fraud schemes in a landscape of emerging and recurring trends
• Proven ability to coach, develop people and identify top talent, and a strong knowledge of HR related policies and procedures
• Ability to work various shifts within the business hours of 13:00 – 22:00, Monday to Friday

Nice-to-have

• Previous experience working in Fraud Operations
• Experienced in working with Credit Card core systems (TSYS, Visa Resolve, MC Connect, etc.)
• Knowledge of Change Management disciplines and activities and ability to apply (e.g. ADKAR).
• Knowledge of chargeback rules
• Knowledge of Visa and Mastercard network rules
• Experience in Operational Centres with exposure to scorecards, benchmarking, EPM, CPO etc.

Job Skills

Additional Job Details

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

Our Employment Opportunities

At RBC, we are guided by living shared values of Client First, Integrity, Collaboration, Respect and Excellence and winning together as One RBC. We believe an inclusive workplace that has diverse perspectives is core to our continued growth as one of the largest and most successful banks in the world. Maintaining a workplace where our employees feel supported to perform at their best, effectively collaborate, drive innovation, and grow professionally helps to bring our Purpose to life and create value for our clients and communities. RBC strives to deliver this through policies and programs intended to foster a workplace based on respect, belonging and opportunity for all.

RBC is presently inviting candidates to apply for this existing vacancy. Applying to this posting allows you to express your interest in this current career opportunity at RBC. Qualified applicants may be contacted to review their resume in more detail.