Relationship Manager Vendor Operations

Job Description

What is the Opportunity?

Exciting opportunity to drive impact across the enterprise and improve client experience. As a critical member of the Payments & Trade Supplier Relationship Management team, the Relationship Manager Vendor Operations will have the opportunity to collaborate with product teams across the enterprise, deliver efficiencies for RBC, and enhance RBC client experience. From this unique position, you will directly collaborate with RBC Product, Operation, and Technology teams, managing day-to-day production support and delivering on transformation initiatives.

Specifically, this role oversees the enterprise-wide production of paper and electronic Client Communications. Client Communications include client statements, disclosures, letters, notifications, and tax forms. Client Communications are produced by Symcor, an RBC Tier 1 Vendor.

The role functions as a governing Project Management Office and is responsible for monitoring, tracking and supporting a high volume of Change Requests between RBC product teams and Symcor, including changes, enhancements, projects, and programs. The role supports Personal and Business Deposits, Credit Cards, Investments, Credit Lines, Mortgage and Loans, Investor Services and Wealth Management. This role offers an expansive view of the RBC enterprise with opportunity to manage and drive value-add transformation. 

What will you do? 

• General
  • Primary liaison between Symcor and RBC stakeholders for Client Communication Services, including day-to-day support, incident management, and change management
  • Responsible for providing timely support and guidance to Symcor and RBC Stakeholders (Product, Operations, and Technology).
  • Manage collaboration amongst Symcor and RBC to promote effective communication, clarity in responsibilities, and alignment of strategic expectations and priorities
  • Ensure timely and effective communication between RBC and Symcor.
• Change Management:
  • Accountable to facilitate the Change Management process between Symcor and RBC Partners (Business, IT, Operations) through use of Symcor Change Request Process.
  • Manage the Change Request Process ensuring timely and effective communication between RBC and Symcor and that responses between organizations meet criteria as set out in Master Service Agreement.
  • Manage and deliver oversight reporting for all Client Communication changes, including descriptions, status, costs, and savings.
  • Provide subject matter expertise to enhance and support the Change Management process.
  • Identify opportunities that drive efficiencies, reduce costs, enhance client experience and/or increase shareholder value.
• Incidents:
  • Primary liaison between Symcor and RBC Partners for Client Communication incidents, including communication, notification, and distribution of information amongst Symcor and RBC Stakeholders (Product, Operations, and Technology).
  • Manage incidents involving potential financial loss, client impact, or privacy breaches with urgency and actively pursue resolutions to minimize risk of loss and client impact.
  • Accountable for incident resolution including organizing production support to minimize client impact and restore services. Responsible to follow-up and close gaps to minimize risk of incident reoccurrences.

What do you need to succeed?

Must Have

• Ability to foster effective collaboration and interaction across multiple groups and disciplines
• Above average organizational capabilities, communication skills, and problem-solving skills
• Capable of handling complex issues, balancing strategic thinking and tactical skills

Nice to have

• +5 years of change management experience in a financial institution or similar organization.
• +5 years of incident management experience in a financial institution or similar organization.
• Strong understanding of banking operations and underlying technologies
• Strong understanding of banking products and underlying technologies
• Understanding of Paper and Electronic Client Statements
• Proven success at driving deliverables to completion, including Change Management strategies
• Anticipates and delivers innovative business solutions that demonstrate a deep understanding of clients’ and business partners’ short-and-long term needs
• Professional maturity to deal with senior managers/executives

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 stock 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 team
• A world-class training program in financial services
• Opportunities to do challenging work

#LI-POST

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Note: Applications will be accepted until 11:59 PM on the day prior to the application deadline date above

Our Employment Opportunities

At RBC, we are guided by living shared values of Client First, Integrity, Collaboration, Respect and Excellence and winning together as One RBC. We believe an inclusive workplace that has diverse perspectives is core to our continued growth as one of the largest and most successful banks in the world. Maintaining a workplace where our employees feel supported to perform at their best, effectively collaborate, drive innovation, and grow professionally helps to bring our Purpose to life and create value for our clients and communities. RBC strives to deliver this through policies and programs intended to foster a workplace based on respect, belonging and opportunity for all.

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RBC is presently inviting candidates to apply for this existing vacancy. Applying to this posting allows you to express your interest in this current career opportunity at RBC. Qualified applicants may be contacted to review their resume in more detail.