Senior Manager Complaints Program

What is the opportunity?

The Senior Manager, Client Experience Program will act as a strategic manager for RBC Bank and own the Client Complaint Program. The individual will be responsible for the client complaint process from end to end, including reimagining the experience; the client complaints process requires elevation to ensure it meets the requirements of our US Regulators. This role will be the key owner for major elements of a strong client complaints program including reporting, development, governance, analytics and advocating for remediation based on client feedback. Additionally, this role is also a key contact and owner of any client harm assessments or remediation's that may result from any operational related issues.

What will you do?

• Enhance the Client Complaints Program for RBC Bank ensuring alignment to regulatory, Enterprise, CUSO and RBC Bank framework, policy and standard requirements, including the Office of the Comptroller of the Currency (OCC) Heightened Standards, RBC Bank strategy and the Enterprise-wide ORM strategy
• Provide oversight and drive execution related to the remediation / action plans for OCC Matters Requiring Attention (MRAs), Audit Issues, Operational Risk Issues, and Regulatory Compliance Findings pertaining to client complaints
• Own the Complaints Management program for RBC Bank including development and execution related to reporting, remediation, and governance
• Chair the Complaint Management Working Group in an effort to reduce reputational, legal, regulatory and processing & execution risk
• Collaborate with GRM Operational Risk (RBC Bank) and other functional stakeholders to implement process improvements designed to strengthen the client experience
• Represent RBC Bank at the senior management level to Auditors and Regulators, and possibly to the Risk Committee of the RBC Bank Board of Directors from time to time in support of the client experience program

What do you need to succeed?

Must-have

• Minimum 10 years' experience required in Client Care, Advice Center Operations, Project Execution, or equivalent areas
• Bachelor's degree or equivalent work experience
• Expertise working with the Office of the Comptroller Currency (OCC) or other regulators
• Experience in owning a MRA related to complaints
• Proven design and execution of on time delivery of large scale cross functional program
• Demonstrated experience as trusted partner, relationship builder and influencer
• Strong presentation and data analysis skills
• Strong PowerPoint, Excel and Vision skills

Nice-to-have

• Program/Project management
• Program/Process design
• Reporting background
• Experience in executive presentation development and delivery
• Governance routine management
• Prior experience working as a Regulator

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 competitive compensation, bonuses, and flexible benefits
• Continued opportunities for career advancement
• World-class sales training, coaching, and development opportunities
• Support from a dynamic, collaborative, progressive, and high performing team, as well as world-class tools and training
• Opportunity to achieve great success and grow your career with RBC

#LI-POST

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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

Inclusion and Equal Opportunity Employment

At 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.