Job Summary

Job Description

What is the opportunity?

In this role you will lead the tactical coordination for Incident Management occurrences to ensure RBC IS’ Businesses, Client Services and Client Operations (CSCO), receive the required level of preparedness and support, through all priority incidents. Support all priority (low to high) incidents affecting CSCO. These Incidents can range from operations impacting multiple clients, IT related impacts, vendor impact.

What will you do?

Lead the tactical coordination for Crisis and Incident Management occurrences to ensure RBC IS’ Businesses, Client Services and Client Operations (CSCO), receive the required level of preparedness and support, through all incidents disruptive events (low, medium, and high).First point of contact and lead incident management across all CSCO business units. Ensure senior management is made aware and kept abreast of status and next steps until final resolution.Facilitate proactive engagement through Webex group communications and/or through conference calls with required stakeholders. Restore critical services by driving the incident to resolution through engagement of appropriate business and technical resources.Ensure data and/or reporting requirements required to support CSCO are managed effectively through the proper channels. Accountable to ensure all related tasks are completed by the respective stakeholders until resolution occurs.Manage the voice of the client and coordinate communications (where applicable) to internal / external stakeholders.Partner with stakeholders to optimize and enhance improvements post incidents based on lessons learned and share accordingly. Support the production of incident report for internal CSCO management in addition to external stakeholders (Client ) as necessary.Takes full accountability for quality and accuracy of responsibilities, tasks, and activities to ensure success of incidents affecting CSCO.Responsible to ensure we have not breached are Service Level Standards to our Clients and work with communications if necessary to ensure Voice of the client is closed.Develop action plans to address identified deficiencies, completing root cause analysis and implementing processes to track, monitor and report issues (non-IT related).Act as a lead to implement and improve business internal controls as identified through events root cause.

What do you need to succeed?

Must-have

Crisis ManagementAccountability & Achievement OrientationClient Impact / Service Excellence, Driving for results and efficienciesCollaboration, Superior impact and influence skillsStrong business acumen and communication skills (written and verbal)Strategic mindset and highly developed ability for conceptual thinking

Nice-to-have

3 – 5 years minimum experience in Crisis Management

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.

Excellent exposure to communicate with various business partners and stakeholders in Investor Services and within other platforms as appropriateWorking with an exciting, close-knit, supportive & dynamic groupOpportunity to collaborate with other business segments within the bankExcellent career development and progression opportunitiesA comprehensive Total Rewards Program including bonuses and flexible benefitsCompetitive compensation

Job Skills

Accounting Finance, Financial Instruments, Financial Statement Analysis, Investment Management, Investment Operations, Investment Reporting, Operational Delivery, Performance Management (PM), Resource Coordination

Additional Job Details

Address:

RBC CENTRE, 155 WELLINGTON ST W:TORONTO

City:

TORONTO

Country:

Canada

Work hours/week:

37.5

Employment Type:

Full time

Platform:

WEALTH MANAGEMENT

Job Type:

Regular

Pay Type:

Salaried

Posted Date:

2025-02-06

Application Deadline:

2025-02-19

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 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.
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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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