Come Work with Us!

At RBC, our culture is deeply supportive and rich in opportunity and reward. You will help our clients thrive and our communities prosper, empowered by a spirit of shared purpose.

Whether you’re helping clients find new opportunities, developing new technology, or providing expert advice to internal partners, you will be doing work that matters in the world, in an environment built on teamwork, service, responsibility, diversity, and integrity.

Job Title

Senior Operations Administration Analyst, Life & Health Service Center

Job Description

What will you do?

• Monitoring of performance dashboards and reports related to the Supplier Service Level Agreement (SLA)    

• Identify and submit Errors Outside of Audit, Complaints and prepares Exceptional Reinstatements

• Acts a reviewer/approver of SOPs as part of the periodic reviews of the Policy and Procedures Library 

• Participate on projects and initiative requiring specialized knowledge and experience of business processes, systems and operations

• Manage escalations and act as client complaint liaison between Supplier, retained organization and/or other key stakeholders, this may require listening to service calls to assess if the right action was taken

• Manage daily inquiries from internal partners, retained organization and suppliers

• Crosstrain to support and provide backup capabilities within the Operations Administration Team

What will you need to succeed?

• Background in Call Centre leadership/governance/reporting

• Expert knowledge and understanding of processes and the Life and Health products as well as working knowledge of RBC compliance and regulatory requirements

• Post-secondary education

• French considered an asset

• 3+ years at a senior level of progressive complex subject matter operations experience

• Proven decision making, analytical and problem solving skills

• Industry related designations/credentials (FLMI, ALHC, ACS, etc…)

What's in it for you? 

• A Total Rewards program that includes flexible benefits, work/life balance and career development programs and investment and retirement savings plans

• Competitive pay and high-earning potential

• All the tools, training, and team support you need to grow your career

• Flexible work/life balance options

• Sophisticated RBCI software tools to boost your productivity

Job Summary

Provide day-to-day oversight of key Suppliers, ensure accuracy and compliance with Standard Operating Procedures and adherence to the Service Level Agreements (SLAs). Act as the liaison between Suppliers and internal RBCI partners. Assist directly with the oversight of escalated issues, client complaints or significant breaches of SLAs, Regulatory or Compliance requirement. Provides direction and support within the Request for Change (RFC) process and lends subject matter experience to all projects and initiative impacting the Life & Health Service Center.

Address:

MISSISSAUGA, Ontario, Canada

City:

CAN-ON-MISSISSAUGA

Country:

Canada

Work hours/week:

37.5

Employment Type:

Full time

Platform:

Insurance

Job Type:

Regular

Pay Type:

Salaried

Posted Date:

2022-03-25-07:00

Application Deadline:

2022-04-08-07:00

Inclusion and Equal Opportunity Employment

At RBC, we embrace diversity and inclusion for innovation and growth. We are committed to building inclusive teams and an equitable workplace for our employees to bring their true selves to work. We are taking actions to tackle issues of inequity and systemic bias to support our diverse talent, clients and communities.

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We also strive to provide an accessible candidate experience for our prospective employees with different abilities. Please let us know if you need any accommodations during the recruitment process.

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Expand your limits and create a new future together at RBC. Find out how we use our passion and drive to enhance the well-being of our clients and communities at rbc.com/careers.