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What is the opportunity?
The Senior Team leader will manage an Early Medium Risk Collection team, which is a group of 12 to 15 employees, who is responsible to manage and provide quality leadership for a diverse team within a centralized client fulfillment/servicing Centre. The work efforts are focused on overall effectiveness and productivity of the team e.g.: quality coaching and feedback, talent management, quality, accuracy and efficiency of the fulfillment /servicing processes and overall unit/team operations. The selected candidate will be responsible to lead, develop and maintain applicable process knowledge for the team and provide a clear line of sight of the client experience while ensuring adherence to operational risk, compliance and AML requirements. The Team Leader for this position will be required to work on different schedules in rotation, including Saturdays.
What will you do?Responsible for the delivery of high quality service to clients and service partnersSolve any issues/complaints from agents or clientsProvide coaching and feedback to staff membersSupports the implementation of new initiatives and process enhancements within the teamEnsure adherence to operational risk policies and proceduresProactively assesses obstacles and identify opportunities to improve overall team performanceResponsible to be a reference point and offer support to other lines of business including Early and Late Stage.Offers support in managing RBC Georgia Bank Portfolio.
What do you need to succeed?
Must-haveBe flexible for work schedule: Monday to Friday, from 8:00 - 9:00pm and Saturdays from 8:00 to 4pmBe bilingual (English and French) Strong verbal and written communication skillsSuperior knowledge of Collections procedures and all related applications such as TS2, CACS, Client View, etc., is required. Must demonstrate the ability to independently lead a diverse team through Performance Management related tools/Open routines such as, Goal Setting, Observational Coaching & Team Meetings Strong organizational skills and the ability to work independently with minimum supervision as well as a team managed environment
Good understanding of HR policies and procedures
Must be proactive, innovative and have a developed sense of urgency
The successful candidate should possess people management experience in a call center type environment
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
Work Hours/Week: 37.5
Work Environment: Call Centre
Employment Type: Contract
Career Level: People Manager
Pay Type: Salaried
Required Travel (%): 0
People Manager: Yes
Job Posting End Date: 10/19/2016
Req ID: 121924
Posting Notes: None
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