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About the Role
This role oversees the enterprise-wide production of paper and electronic Client Communications, including statements, disclosures, letters, notifications, and tax forms. The Relationship Manager Vendor Operations will collaborate with product teams across the enterprise, deliver efficiencies for RBC, and enhance client experience. The role functions as a governing Project Management Office, monitoring and supporting Change Requests between RBC and Symcor, an RBC Tier 1 Vendor.
Responsibilities
- Serve as the primary liaison between Symcor and RBC stakeholders for Client Communication Services, managing day-to-day support, incident management, and change management.
- Provide timely support and guidance to Symcor and RBC Stakeholders (Product, Operations, and Technology).
- Manage collaboration amongst Symcor and RBC to promote effective communication, clarity in responsibilities, and alignment of strategic expectations and priorities.
- Ensure timely and effective communication between RBC and Symcor.
- Facilitate the Change Management process between Symcor and RBC Partners (Business, IT, Operations) using the Symcor Change Request Process.
- Manage the Change Request Process, ensuring timely and effective communication and adherence to the Master Service Agreement.
- Manage and deliver oversight reporting for all Client Communication changes, including descriptions, status, costs, and savings.
- Provide subject matter expertise to enhance and support the Change Management process.
- Identify opportunities to drive efficiencies, reduce costs, enhance client experience, and/or increase shareholder value.
- Act as the primary liaison between Symcor and RBC Partners for Client Communication incidents, managing communication, notification, and distribution of information.
- Manage incidents involving potential financial loss, client impact, or privacy breaches with urgency, actively pursuing resolutions to minimize risk.
- Oversee incident resolution, including organizing production support to minimize client impact and restore services.
- Follow up and close gaps to minimize the risk of incident reoccurrences.
Requirements
- Ability to foster effective collaboration and interaction across multiple groups and disciplines.
- Above average organizational capabilities, communication skills, and problem-solving skills.
- Capable of handling complex issues, balancing strategic thinking and tactical skills.
- +5 years of change management experience in a financial institution or similar organization.
- +5 years of incident management experience in a financial institution or similar organization.
- Strong understanding of banking operations and underlying technologies.
- Strong understanding of banking products and underlying technologies.
- Understanding of Paper and Electronic Client Statements.
- Proven success at driving deliverables to completion, including Change Management strategies.
- Anticipates and delivers innovative business solutions that demonstrate a deep understanding of clients’ and business partners’ short- and long-term needs.
- Professional maturity to deal with senior managers/executives.
Skills
- Big Data Management
- Communication
- Design Thinking
- Interpersonal Relationship Management
- Risk Management
- Teamwork
- Vendor Management
- Waterfall Model
Location
- 180 WELLINGTON ST W:TORONTO
- Toronto
- Canada
Work Type
- Full time
Benefits
- A comprehensive Total Rewards Program including bonuses and flexible benefits
- Competitive compensation
- Commissions
- 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
About the Company
- 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.
- Expand your limits and create a new future together at RBC.
- Find out how we use our passion and drive to enhance the well-being of our clients and communities at jobs.rbc.com.