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Resolution Officer
Finance & Investment Industry Company
Ontario Toronto, , Canada
Job Details - this job has expired, please see similar jobs below
PURPOSE:
Provides resolution to escalated complex client inquiries, using expert knowledge of diverse products and processes. Responsible to effectively analyze issues and activities that may impact the client experience, operations risk and process efficiencies.
PRIMARY RESPONSIBILITIES:
• Subject Matter Expert for the end to end operations process/fulfillment management for specific products and services, having clear Client First focus and continuous improvement mindset to support business strategies.
• Provides consistent high quality service by responding to assistance requests and escalations from all channels within 24 hours contributing to achievement of business Client Service Commitments (CSC’s). Escalating to manager as appropriate.
• Proactively identifies and recommends solutions to recurring errors and service gaps; work with Management Team to provide solutions for improvement.
• Uses problem solving tools and analysis techniques to break apart complex situations/problems in a systematic way.
• Manage and maintain process to follow-up on aging items. Ensure compliance at specific time markers: within 5, 10, 15 and 30 business days as required
• Report to Senior Team Leader on status for all aging items for Heat Map, Non-Heat Map and Manual processes.
• Identifies service/operational inefficiencies and works with Team to make changes to enhance appropriate entities. Ensures that information is shared across the department.
• Tracks errors and service gaps as well as performance of iGATE on request for assistance and escalations. Participates in coaching discussions with Partners to reduce errors and improve service gaps.
• Identifies and works on Standard Operating Procedures improvements and takes ownership and accountability for Change management process for Operations Processing
• Key contact and support for iGATE Team, participating in daily/weekly coaching and resolution calls
• Accountable for ensuring all authorities for the role (delegated authorities, SECAF, systems access etc.) are reviewed, understood and adhered to.
• Ensures adherence to Global Information Risk Management framework and Global Compliance mandated policies and procedures.
• Exercises due diligence in following operational risk policies, procedures, standards and guidelines and reports to manager on potential and actual breaches to policies.
• Reviews all transactions/reports/documents to ensure compliance/adherence with policies/procedures/guidelines.
• Complete 1 random report per week, submitted with an action plan to mitigate risk on all managed processes
• Employee language and behaviors support a Client First Mindset and Service Provider Mindset at all times.
• Actively participates in weekly/bi-weekly coaching opportunities (Coaching Routines), and learning opportunities to improve their individual and team contribution.
• Takes ownership for maintaining Talentlink profile and activities and creating a Development Plan to support a 5 year road map
• Employees contribute to the overall success of the team by sharing ideas and best practices. Values and builds on ideas presented by others
• Meet benchmark requirements of process currently working on.
• Supports new employees through on the job training techniques and practices. Provides ongoing coaching and training for specific business processes and systems to enable employees’ ability to service the client and ensure process efficiency and accuracy.
• Ensures that all emails, CART requests and GL Assistance and Escalations Tracking is open and responded to within 24 hours.
• Communicate constructively (active listening, questioning, probing for understanding, understanding personal communication style and understanding others, saying yes to as much as you can
• Involved in SOP improvements and review, when requested
• Reviews all transactions/reports/documents to ensure compliance/adherence with policies/procedures/guidelines (SOX, G/L attestation, EUC, Enterprise G/L Attestation policy and CPA)
• Utilizes Connect on a daily basis to enhance process execution and collaboration
• When applicable, ensures the monthly SOD packages are created by the third business day of the month.
POSITION SPECIFICATIONS:
• Strong knowledge in General Ledger reconciliation processing
• Understanding of the G/L Attestation and EUC process
• Understanding of eGL suite of applications (PeopleSoft, Service Platform)
• Change management minded
• Proficient in Microsoft suite of applications
• Strong communication and presentation skills
KEY RELATIONSHIPS:
• FSS Operational Services Management and employees
• Performance, Operational Controls & Governance
• iGATE
• Operational Controls
• Attestation & Quality Assurance
• Process Integrity & Change Management
• Service partners, external business partners and Vendors
TIME ALLOCATION:
• Problem Resolution 60 %
• Analysis and reporting 10 %
• Process Management 30 %
About Company
Royal Bank of Canada is Canada’s largest bank, and one of the largest banks in the world, based on market capitalization. We are one of North America’s leading diversified financial services companies, and provide personal and commercial banking, wealth management, insurance, investor services and capital markets products and services on a global basis. We employ approximately 78,000 full- and part-time employees who serve more than 16 million personal, business, public sector and institutional clients through offices in Canada, the U.S. and 39 other countries. For more information, please visit Company website.
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Diversity and Equal Opportunity Employment
Company is an equal opportunity employer committed to diversity and inclusion. We are pleased to consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veterans status or any other legally-protected factors.