Sr Analyst, Operations Fulfillment

What is the Opportunity?

Operations Fulfillment supports retail, and business deposits including ACH origination. Retail loans, insurance monitoring, mortgage post-closing, collections, level one operational risk, internal controls, and procedures. Senior Managers have supplier management responsibilities and are accountable to drive optimization and efficiencies with their suppliers and in their teams. They also act as subject matter experts to support transformation projects and assist in the resolution of customer complaints to create an optimal client experience.

The Senior Operations Fulfillment Analyst provides excellent service to RBC Bank clients, both internal and external, by ensuring daily assigned activities are completed in accordance with procedures and within determined SLA's. This role requires a high level of versatility and flexibility to effectively support daily routines and priorities across Banking Operations. This role is familiar with assigned processes end to end and their desired client experience to identify and escalate service failures, and opportunities for efficiency/effectiveness gains in processes/procedures. The Senior Operations Fulfillment Analyst is competent with the systems and applications used to fulfill the duties of the role and act as a subject matter expert as needed to support process changes and/or improvements. This role is responsible for adherence to policy and procedure to include oversight and controls. In addition, this role will ensure all documentation for pre- or post-verification of financial transactions is complete and accurate. A Senior Operations Fulfillment Analyst takes ownership of their responsibilities, seeks out assistance when needed, formulates recommendations to resolve escalations or improve a process, and delivers a differentiating client experience by always living our service excellence standards.

What will you do?

• Operations Fulfillment - Fulfillment and Items Processing

  • The Senior Operations Fulfillment Analyst manages the assigned task to ensure adherence to procedures. This role ensures overall accurately processing and disposition all variety of bank assigned fulfillment and items processing tasks according to prescribes timelines and to RBC Bank's service excellence standards. Identifies process improvements and/or procedure updates associated with processing assigned tasks and request s received from the group email. Ensures quick and accurate response to service inquiries received from the sales and service workforce through various group inboxes. Acts upon identified service failures immediately to avoid, or stop a negative client experience, evaluates failures for root cause and ensures the appropriate manager is also engaged.

• Operations Fulfillment - Compliance and Reporting

  • A Senior Operations Fulfillment Analyst is trained on various tasks identified/assigned to the deposits operations team and is responsible to ensure all work is executed daily to our service standards. The Senior Operations Fulfillment Analyst must be willing to train their peers in support of creating a team with a deep knowledge base as well as always being open to providing support to their peers, and all client facing employees. A Senior Operations Fulfillment Analyst is expected to keep management informed of changes in volumes, special requests and/or any other outside influences impacting their ability to complete work assignments and/or creating a work backlog. The assigned Operations Fulfillment activities may include but is not limited to: Regulation E Processing, Government Demands, Compliance Activities, Reports Monitoring and Issue Tracking and Resolution.

• Optimization & Efficiency:

  • As Senior Operations Fulfillment Analyst, the employee will be expected to ensure procedures related to daily operations are up-to-date, and when a procedure is linked to an Advice Center procedure refer required updates to the Advice Center support team to be updated. As Senior Operations Fulfillment Analyst becomes proficient and considered to be the subject matter expert (SME) they will participate in end-to-end process mapping and customer journey exercises to ensure optimization and efficiency opportunities are identified, prioritized and implemented on time. A Senior Operations Fulfillment Analyst must understand how to navigate a shift in work priorities as the business needs change to support aligning with overall bank and departmental strategy and goals.

• Client Experience:

  • Effectively manages assignments within SLA and reports concerns if volumes are impacting their ability to work within SLA

  • Leads timely resolution and accurate response to customer complaints related to deposit operations and fulfillment.

  • Demonstrates a differentiating client experience by living RBC values.

What do you need to succeed?

Must-have:

• 3 to 5 years bank operations or related experience

• Customer focused, problem solving, analytical mindset and passion for understanding the end to end process and impact on the client.

• Community College, Bachelor's Degree or Higher

• Expertise in Banking Operations and Regulatory Requirements

• Good presentation and interpersonal skills

• Excellent communication and collaboration skills, ability to achieve results through vendors, team members, and business partners, proficient organizational skills, and a demonstrated passion for execution excellence.

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.

• A world-class training program in financial services.

• Opportunities to do challenging work, including leveraging AI and SRE principles to drive innovation and operational excellence.

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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.