Royal Bank of Canada
Senior Manager Client Experience Program
Royal Bank of Canada, Raleigh, North Carolina, United States, 27601
Job Summary
Job Description
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 remediations that may result from any operational related issues.
What will you do?
Design 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 of 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 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.
Nice-to-have
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.
Job Skills
Active Learning, Adaptability, Communication, Customer Service, Decision Making, Interpersonal Relationship Management, Operational Delivery, Product Services, Strategic Thinking, Time Management.
Inclusion and Equal Opportunity Employment
At RBC, we embrace diversity and inclusion for innovation and growth. We are committed to building inclusive teams and an equitable workplace for our employees to bring their true selves to work. We are taking actions to tackle issues of inequity and systemic bias to support our diverse talent, clients and communities.
We also strive to provide an accessible candidate experience for our prospective employees with different abilities. Please let us know if you need any accommodations during the recruitment process.
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Job Description
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 remediations that may result from any operational related issues.
What will you do?
Design 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 of 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 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.
Nice-to-have
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.
Job Skills
Active Learning, Adaptability, Communication, Customer Service, Decision Making, Interpersonal Relationship Management, Operational Delivery, Product Services, Strategic Thinking, Time Management.
Inclusion and Equal Opportunity Employment
At RBC, we embrace diversity and inclusion for innovation and growth. We are committed to building inclusive teams and an equitable workplace for our employees to bring their true selves to work. We are taking actions to tackle issues of inequity and systemic bias to support our diverse talent, clients and communities.
We also strive to provide an accessible candidate experience for our prospective employees with different abilities. Please let us know if you need any accommodations during the recruitment process.
#J-18808-Ljbffr