Manager, Operations Support and Controls

Job Description

What is the opportunity?

This role is responsible for managing critical daily operational activities for DI and IE, including processing reconciliation transactions, Mutual Fund Trailer Rebates, and routine inquiries. The successful candidate will oversee the National Liaison Group (DI-NLG) and IE Account Services inboxes, collaborating with Contact Center, Operations, IT, and cross-functional teams to resolve case management and investigation issues as they arise. The role mitigates business risk by DCOPs and internal account procedures related to Corporate Actions, De-Marketed Clients, Global Sanctions, and Credit Mitigation strategies. Additionally, the candidate will maintain DI/IE Business Continuity Plan (BCP) documentation for accuracy and compliance with established timelines, and serve as the primary point of contact for Broadridge and SIFMA/CIRO Disaster Recovery exercises.

What will you do?

• Act as the central escalation point for Contact Centre inquiries, assessing business, regulatory, legal, and operational risks and escalating to appropriate partners as required.
• Manage the NLG email box and IE Account Services Inbox, ensuring timely investigation, troubleshooting, and resolution of inquiries, while identifying trends to recommend process and training improvements.
• Support key daily operational activities, including trading related inquiries, Real-Time Funds Transfers (RTFT), and other routine processes critical to DI’s day-to-day operations.
• Mitigate business risk by reviewing all critical corporate action reports, ensuring timely identification and escalation of flagged accounts and securities (DCOP).
• Review and approve Mutual Fund offerings, New Issues, IPOs, and Third-Party Linked Notes, and maintain the mutual fund product database and product information for DI.
• Maintain DI/IE BCP documentation, ensuring accuracy, timely signoff, and compliance with required cycles; act as primary contact for Broadridge and SIFMA/CIRO DR exercises.
• Prepare and distribute required internal and regulatory communications, including Best Execution attestations, BCP reminders, contact updates, and management of IA codes inventory and trading limits for all registered employees.
• Primary backup for the Manager of Investment Management Support.

What do you need to succeed?

Must haves:

• Strong customer focus
• Technical expertise and business Savvy
• Solution oriented while mitigating risk in a timely manner
• Analytical
• Strong communications (Written and Verbal) and influence impacting large groups across many teams (WMIT, EAT, EOM, CWMO, Contact Centre)
• Proficiency in Microsoft Office (Excel, Word)

Nice-to-have:

• Good knowledge of DI Online and Mobile Investing channels, IE Online Investing channels, Markit hosted pages, BPSA, BTS, Client Source, ClientLink, ServiceLink, ServiceLink+, Web Galaxy, TradeLink, Berton, OTIS, and back office operations and trading.
• Canadian Securities Course (CSC), the Conduct & Practices exam (CPH), Derivatives Fundamental Course (DFC), and Options Licensing Course (OLC).
• Understanding of project life cycle.

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.
• Flexible work/life balance options.
• Opportunities to do challenging work.
• Opportunities to take on progressively greater accountabilities. 
• Access to a variety of job opportunities across business.

Job Skills

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Note:Applications will be accepted until 11:59 PM on the day prior to the application deadline date above

Our Employment Opportunities

At RBC, we are guided by living shared values of Client First, Integrity, Collaboration, Respect and Excellence and winning together as One 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.

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RBC is presently inviting candidates to apply for this existing vacancy. Applying to this posting allows you to express your interest in this current career opportunity at RBC. Qualified applicants may be contacted to review their resume in more detail.