Senior Team Leader - Flex Team

Royal Bank of Canada•Toronto, ON

6d•Hybrid

About The Position

This role is available in Montreal and Toronto. Employees within commutable distance of a Centre will be required to work according to PBO guidelines. You will manage a team in the Centralized Flex group that includes Centralized FLEX agents who cover a variety of teams within PBO. You will provide quality leadership within Canadian Banking Client Operations, with a focus on achieving an enhanced client experience by meeting or exceeding established service quality standards. You will focus on overall effectiveness of the team through quality coaching and feedback, talent management, quality, accuracy and efficiency of the fulfillment/servicing processes and overall unit/team operations. You will lead, develop and maintain 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.

Requirements

Commitment and ability to follow a regular work schedule from 9am to 5pm Monday to Friday while being flexible occasionally based on the opening hours of the department namely 8am to 8pm Monday to Friday
Demonstrate Strong leadership skills, including coaching and developing employees.
Desire to make a difference and have a positive impact on employees.
Strong communication and collaboration skills.
Ability to work under pressure and adapt quickly to changes.
Good organizational and time management skills to work in a fast-paced environment.
In this role, you will communicate and interact frequently with RBC partners and/or employees located across Canada and/or worldwide.

Nice To Haves

Bilingualism (English and French)

Responsibilities

Responsible for managing a team of approximately 20+ people with a focus on coaching, continuous personal development, and teamwork.
Responsible for overall team results as measured through established Service Level Agreements and employee and customer surveys.
Lead by example, demonstrates the Leadership Model behaviors and fosters a positive and productive work environment on a daily basis.
Lead focused efforts in establishing individual goals, leading performance enablement, supporting employee development, career coaching and rewarding strong performance.
Coach, develop and work with each employees to attain the PBO Utilization and productivity standard requirement and in line with our strategic goals.
Demonstrates collaboration and uses effective communication with employees, colleagues and service partners.
Proactively identify and recommend solutions to recurring errors and service gaps, acting as a referral point.
Proactively assesses obstacles and identifies opportunities to improve overall team performance.
Support implementation of new initiatives through testing and training, while leading Coaching Routines and providing feedback to reinforce the consistent use of “client first” principles.
Implement and adhere to our Blueprint Model with Impact – Precision and Pace