Supervisor, Wm Canada Operations

**Job Summary**

**PURPOSE**

The primary purpose for this position is to supervise and provide leadership for a team supporting standardized and/or manual processes. Incumbent will hire, onboard, and train new team members. Incumbent will provide training, coaching, recognition and development for team members, fostering teamwork and planning for succession. In addition, this position supports escalated situations, completes process oversight, provides new initiative/process implementation support, and maintains accurate department procedures/reference materials. Incumbent must understand risks associated with work processes, how work is processed from beginning to end, and dependencies to other areas and departments. Work is completed under mínimal supervision. Incumbent will address escalated questions independently; seeking assistance from Manager or other Operations resources as appropriate. Position contains increased elements of risk which are managed through operational reviews, system checks, and adherence to procedures.

**Region : Canada**

**Working Hours : 6pm-3am / 7pm-4am**

**PRINCIPAL RESPONSIBILITIES**

**Managerial Excellence**
- Hire, onboard, and train new team members.
- Supervise and direct daily work flows to ensure department service levels are met.
- Provide training, coaching, recognition and development for the team members, fostering teamwork and planning for succession.
- Liaise and provide support for individuals requiring research, problem resolution, or securing information from other Operations departments, RBC Business Units or industry participants.
- Address escalated questions independently; seeking assistance from Manager or other Operations resources as appropriate.
- Ensure that employees understand their purpose, as well as support and reinforce targeted behaviors that contribute to their goals.
- Provide focus and clarity in establishing individual goals, driving performance management, supporting career development and rewarding strong performance.
- Leverage the value in unit, department, and enterprise wide teams to develop better solutions and achieve a cross enterprise mindset.
- Accept and successfully execute change while supporting employees through the process, and keeping them focused on business priorities.

**Department Oversight Support**
- Conduct operations process oversight to ensure adherence to department procedures, risks are mitigated, and regulatory requirements are met.
- Review exceptions to standard processing to ensure overall compliance with regulations, firm policies, and accepted business practices.
- Accurately review, verify, and/or record data into technology supporting department processes.
- Provide support with department volume metrics, staffing models, financial forecasts, and budgets as required.

**Process Improvement**
- Reduce risk and increase efficiencies by suggesting process changes and/or system modifications.
- Participate in business requirement development, UAT testing, end-user training, and implementation support for enhancements and new firm initiatives for changing technology systems supporting department processes.

**Training and Documentation**
- Develop and provide ongoing training support for team members related to the department’s processes and systems. Provide feedback to department leadership team when appropriate.
- Develop and maintain department procedures.
- Ensure team members are aware of any new system functionality changes and document modifications.

**Other**
- Perform other duties and responsibilities as assigned.

**JOB SPECIFICATIONS AND QUALIFICATIONS**

**Basic Qualifications**:

- Degree from an accredited university or equivalent OR Diploma or equivalent AND 5+ years of securities, banking and/or job specific industry experience
- 3+ years prior securities, banking and/or job specific related industry experience
- 2+ years demonstrated and sound managerial experience leading and managing a team

**Other Required Qualifications**:

- Ability to effectively hire, train, lead and provide work direction to others
- Ability to understand and meet business daily support needs on an ongoing basis
- Ability to work effectively in situations involving rapid change, shifting priorities, and/or simultaneous demands
- Effective problem identification, analytical and resolution skills required to support escalated issue resolution and/or oversight requirements
- Experience with securities and/or banking systems
- Experience with change management and leading teams through change
- Experience with identifying and implementing process/system changes which reduce risk or increase efficiencies
- Fully proficient with MS Office (Word, Excel, PowerPoint, and Outlook)
- Sound organizational knowledge with operational mindset including products, processes, systems and regulatory and/or client needs
- Strong interpersonal, verbal and written communication skills, with an ability to work effectively with all