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*This is a 12 month temporary assignment to replace a leave of absence*
What is the opportunity?
The selected candidate will lead a group of approximately 140 Fraud agents working in a 24/7 work environment, and make sure that the team and department both attain their goals of providing great client experience with any and all fraud related calls. You will lead Fraud Agents and collaborate with various business partners, such as Work Force Management, in order to ensure that the department is meeting its service level requirements, mitigating risk and to ensure all procedures are being respected. The selected candidate is expected to be flexible and on call in order to assist the department with any issues they may face, as this is a 24/7 department. A work schedule will be determined closer to the start date, but all candidates should be ready to work weekends and possibly evenings.
What will you do? Ensure department is attaining goals and targets through overall performanceLead and direct product and process improvement initiatives to improve client experience.Collaboration between service partners to build networks to capitalize on business opportunities, efficiency and effectivenessChampion coaching routines for the department; provides quality feedback to employeesActively participates in business planning with center Manager, supporting Risk Center (RC) strategies and improving client and partner experience.Keep up to date on all communications including changes to RBC policy and procedures.Exercise good judgement when making business decisions balancing stakeholder risk and client experienceConsistently communication the importance of RBC values. Ensures all employees fully understand the impact their day to day activities have on end to end cycle.Takes action to reinforce the importance of change. Accepts and successfully executes change while supporting employees through proactive communication, issue resolution, and effective decision making.
What do you need to succeed?
Must-haveFlexibility at all times – 24/7 hour environmentLeadership and managing skillsStrong decision making capabilitiesFluently bilingual, written and spoken in both English and FrenchExperience working with TSYS
Nice-to-haveExperience in people managingClient service experienceStrong communication skillsAdapt to change quickly
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 bonuses and flexible benefits, competitive compensation, commissions and stocks 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 teamsOpportunities to building close relationships with clients
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 rbc.com.
Inclusion and Equal Opportunity Employment
RBC 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, Aboriginal/Native American status or any other legally-protected factors. Disability-related accommodations during the application process are available upon request.
Address: 4010 Tupper, Westmount
Work Hours/Week: 37.5
Work Environment: Call Centre
Employment Type: Contract
Career Level: People Manager
Pay Type: Salaried
Required Travel (%): 0-25
People Manager: Yes
Job Posting End Date: 04/08/2016
Req ID: 107662
Posting Notes: None
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