Sr Analyst, Operations Fulfillment

Royal Bank of Canada•Raleigh, NC

12d

About The Position

What is the Opportunity? The Senior Operations Fulfillment Analyst provides excellent service to RBC Bank clients, both internal and external, by ensuring daily assigned activities are completed in accordance with procedures and within determined SLA’s. This role requires a high level of versatility and flexibility to effectively support daily routines and priorities across Banking Operations. This role is familiar with assigned processes end to end and their desired client experience to identify and escalate service failures, and opportunities for efficiency/effectiveness gains in processes/procedures. The Senior Operations Fulfillment Analyst is competent with the systems and applications used to fulfill the duties of the role and act as a subject matter expert as needed to support process changes and/or improvements. This role is responsible for adherence to policy and procedure to include oversight and controls. In addition, this role will ensure all documentation for pre- or post-verification of financial transactions is complete and accurate. A Senior Operations Fulfillment Analyst takes ownership of their responsibilities, seeks out assistance when needed, formulates recommendations to resolve escalations or improve a process, and delivers a differentiating client experience by always living our service excellence standards. What will you do? Fulfillment and Items Processing The Senior Operations Fulfillment Analyst manages the assigned task to ensure adherence to procedures. This role ensures overall accurately processing and disposition all variety of bank assigned fulfillment and items processing tasks according to prescribes timelines and to RBC Bank’s service excellence standards. Identifies process improvements and/or procedure updates associated with processing assigned tasks and request s received from the group email. Ensures quick and accurate response to service inquiries received from the sales and service workforce through various group inboxes. Acts upon identified service failures immediately to avoid, or stop a negative client experience, evaluates failures for root cause and ensures the appropriate manager is also engaged. Compliance and Reporting A Senior Operations Fulfillment Analyst is trained on various tasks identified/assigned to the deposits operations team and is responsible to ensure all work is executed daily to our service standards. The Senior Operations Fulfillment Analyst must be willing to train their peers in support of creating a team with a deep knowledge base as well as always being open to providing support to their peers, and all client facing employees. A Senior Operations Fulfillment Analyst is expected to keep management informed of changes in volumes, special requests and/or any other outside influences impacting their ability to complete work assignments and/or creating a work backlog. The assigned Operations Fulfillment activities may include but is not limited to: Regulation E Processing, Government Demands, Compliance Activities, Reports Monitoring and Issue Tracking and Resolution. Optimization & Efficiency: As Senior Operations Fulfillment Analyst, the employee will be expected to ensure procedures related to daily operations are up-to-date, and when a procedure is linked to an Advice Center procedure refer required updates to the Advice Center support team to be updated. As Senior Operations Fulfillment Analyst becomes proficient and considered to be the subject matter expert (SME) they will participate in end-to-end process mapping and customer journey exercises to ensure optimization and efficiency opportunities are identified, prioritized and implemented on time. A Senior Operations Fulfillment Analyst must understand how to navigate a shift in work priorities as the business needs change to support aligning with overall bank and departmental strategy and goals.

Requirements

3 to 5 years deposit operations or related experience
Customer focused, problem solving, analytical mindset and passion for understanding the end-to-end process and impact on the client.
Community College, Bachelor’s Degree or Higher
Expertise in Banking Operations and Regulatory Requirements
Good presentation and interpersonal skills
Excellent communication and collaboration skills, ability to achieve results through vendors, team members, and business partners, proficient organizational skills, and a demonstrated passion for execution excellence.

Responsibilities

The Senior Operations Fulfillment Analyst manages the assigned task to ensure adherence to procedures.
This role ensures overall accurately processing and disposition all variety of bank assigned fulfillment and items processing tasks according to prescribes timelines and to RBC Bank’s service excellence standards.
Identifies process improvements and/or procedure updates associated with processing assigned tasks and request s received from the group email.
Ensures quick and accurate response to service inquiries received from the sales and service workforce through various group inboxes.
Acts upon identified service failures immediately to avoid, or stop a negative client experience, evaluates failures for root cause and ensures the appropriate manager is also engaged.
The Senior Operations Fulfillment Analyst is trained on various tasks identified/assigned to the deposits operations team and is responsible to ensure all work is executed daily to our service standards.
The Senior Operations Fulfillment Analyst must be willing to train their peers in support of creating a team with a deep knowledge base as well as always being open to providing support to their peers, and all client facing employees.
A Senior Operations Fulfillment Analyst is expected to keep management informed of changes in volumes, special requests and/or any other outside influences impacting their ability to complete work assignments and/or creating a work backlog.
As Senior Operations Fulfillment Analyst, the employee will be expected to ensure procedures related to daily operations are up-to-date, and when a procedure is linked to an Advice Center procedure refer required updates to the Advice Center support team to be updated.
As Senior Operations Fulfillment Analyst becomes proficient and considered to be the subject matter expert (SME) they will participate in end-to-end process mapping and customer journey exercises to ensure optimization and efficiency opportunities are identified, prioritized and implemented on time.
A Senior Operations Fulfillment Analyst must understand how to navigate a shift in work priorities as the business needs change to support aligning with overall bank and departmental strategy and goals.

Benefits

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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