Senior Manager Complaints Program

Enhance the Client Complaints Program for RBC Bank, ensuring alignment with regulatory, Enterprise, CUSO, and RBC Bank framework, policy, and standard requirements, including OCC Heightened Standards and the Enterprise-wide ORM strategy.,Provide oversight and drive execution of remediation/action plans for OCC Matters Requiring Attention (MRAs), Audit Issues, Operational Risk Issues, and Regulatory Compliance Findings related to client complaints.,Own the Complaints Management program for RBC Bank, including development and execution related to reporting, remediation, and governance.,Chair the Complaint Management Working Group to reduce reputational, legal, regulatory, and processing & execution risk.,Collaborate with GRM Operational Risk (RBC Bank) and other functional stakeholders to implement process improvements designed to strengthen the client experience.,Represent RBC Bank at the senior management level to Auditors and Regulators, and potentially to the Risk Committee of the RBC Bank Board of Directors, in support of the client experience program.

Minimum 10 years' experience in Client Care, Advice Center Operations, Project Execution, or equivalent areas.,Bachelor's degree or equivalent work experience.,Expertise working with the Office of the Comptroller Currency (OCC) or other regulators.,Experience in owning a MRA related to complaints.,Proven design and execution of on-time delivery of large-scale cross-functional programs.,Demonstrated experience as trusted partner, relationship builder and influencer.,Strong presentation and data analysis skills.,Strong PowerPoint, Excel and Vision skills.,Nice-to-have: Program/Project management, Program/Process design, Reporting background, Experience in executive presentation development and delivery, Governance routine management, Prior experience working as a Regulator.

Bachelor's Degree or equivalent work experience