Senior Manager, Card Operations & Platform Oversight

What is the Opportunity?

The role will lead oversight of Credit Card Operations and FIS (servicing platform for deposit accounts, HELOCs and PLOCs). The role will monitor and report on performance monitoring, SLA compliance, and cost/risk management; ensure adherence to corporate compliance standards. The SM, Card Operations and Platform Oversight will also lead issue resolution, initiatives and/or opportunities that drive growth, optimize portfolio performance or improve client experience. The Sr. Manager will also partner with functional leaders to ensure operational and procedural risk for RBC's credit card, deposit and HELOC and PLOC products remain in compliance to applicable laws and regulations.

What will you do?

• Responsible to ensure collateral materials, disclosures, agreements and policies are aligned to product features and benefits and will lead initiatives to resolve discrepancies or other issues when identified.

• Resolve issues and proactively identify process bottlenecks and gaps and work with appropriate functional areas to simplify the way we do business to create a better client experience.

• Project Leadership - leveraging both agile and waterfall approaches and working in coordination with RBC's delivery execution team, this position will act as the business lead on project initiatives related to Credit Card, HELOC, PLOC and payment enhancements, Policy and Procedures changes and operational improvements driving those prioritized initiatives from design through execution and implementation.

• Participate in monthly, quarterly and annual vendor oversight meetings to review and confirm adherence to existing service level agreements (SLA).

• Act as the escalation point for credit card, HELOC, PLOC or deposit account client experience issues, with responsibility for tracking and following issues through to resolution

• Work with internal and external quality auditors and specialists in assessing key processes and workflows for adherence to association rules, regulations, and bank policies and procedures.

• Evaluates the adequacy and effectiveness of policies, procedures, processes, systems and internal controls related to Card, HELOC, PLOC and payment products.

• Research, analyze and be knowledgeable of the competition, laws and regulations, and best practices in the industry.

• Provide vendor / supplier management support for assigned suppliers.

• Work with key functional areas including Operations, Compliance, Legal, Risk and Marketing to compile, maintain and serve as the key point of contact for credit card and HELOC/PLOC policies and procedures.

• Business SME on Credit Card, HELOC/PLOC and deposit products and the associated delivery chain

What do you need to succeed?

Must-have:

• 5+ years card and/or deposit experience combined with extensive credit card operations and process knowledge that includes strong background in one or more of the following: Product, Compliance, Operations, Finance or Project Management.

• Experience with Visa OR MasterCard Credit Card Products & Processing in a financial institution.

• Regulatory knowledge of credit card products and related policies and processes.

• Bachelor's degree or progressive work experience.

• Proven ability to meet deadlines while simultaneously working on multiple projects.

• Demonstrated performance working with multiple vendors to launch new product capabilities.

• Influential communication skills with the ability to indirectly influence others and collaborate in problem solving.

• Excellent written and verbal presentation skills with the ability to simplify complex problems into digestible sound bites and information

• Highly developed critical thinking, analytical and problem solving skills.

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

• Opportunities to do challenging work

• Opportunities to build close relationships with clients

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Additional Job Details

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 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.