Date: Jul 5, 2016
Location: Winnipeg, MB, CA
What is the opportunity?
As a Team Leader, you will be responsible for leadership and quality direction of a diverse team within the Cash Services Centre with focus to achieve an enhanced client experience by meeting or exceeding established service quality standards. You work efforts are focused on overall effectiveness 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).You will also be responsible to support applicable product and process knowledge for the team and provide a clear line of sight for the client experience, while ensuring adherence to operational risk, compliance and AML requirements.
What will you do?
Responsible for overall team results and ongoing monitoring and control of day to day service quality workflow related fulfillment/servicing activities for the team as well tracks work volume and keeps accurate records of individual/team throughput against established Benchmarks/SLA/KPI.
Ensure client/service partner issues are escalated as a priority, resolving at source where possible and referring to Manager/Subject Matter Expert as required; ensures action plans are put in place to mitigate identified process or knowledge gaps.
Accepts and successfully executes change, proactively supporting the team through communication, issue resolution and effective decision making.
Provide specific feedback to employees, positive or constructive, for employee development purposes.
Possess an in depth knowledge of the products and services within the department and act as the primary referral point for employees. (as applicable)
Proactively assess obstacles and identifies efficiency and effectiveness opportunities to improve overall team performance.
Support National Office/Service Partners in the implementation of new processes/initiatives within the team through testing and just in time training.
Provide information for the Business Planning process, ensuring authorities and limits fall within plan.
What do you need to succeed?
Ability to convey Client First Behaviours.
Proven Leadership and People Management experience
Experience in leading/implementing and managing change
Understanding of the products the team supports (ATM, Bus. Dep, Cash Processing)
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.
Ability to make a difference and lasting impact
Work in a dynamic, collaborative, progressive, and high-performing team
Opportunities to take on progressively greater accountabilities
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.
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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: 195 Fort St
Work Hours/Week: 37.5
Work Environment: Office
Employment Type: Permanent
Career Level: People Manager
Pay Type: Salaried
Required Travel (%): 0
People Manager: Yes
Application Deadline: 07/15/2016
Req ID: 116196