Senior Director, Enterprise Issues Management Office

Key Responsibilities

Establish the Enterprise Issues Management Office

• Recruit and lead a diverse global team of professionals to fulfill the mandate of the EIMO.
• Create the governance framework to ensure the appropriate leadership involvement on all EIMO activities including

Regulatory interaction

• Represent RBC as the program owner in regulatory interactions related to Enterprise Issues Management, including participating in regulatory exams, answering regulatory requests for information and remediating any regulatory findings related to EIM.
• Monitor changes in regulatory expectations with respect to Issues Management – maintain an up-to-date view of how the current solution meets expectations in all major jurisdictions

Change Portfolio Governance, Design and Implementation

• Facilitate change governance/prioritization working with stakeholders across the bank (as per governance approach)
• Accountable for supervising the design of prioritized changes, ensuring changes align with core principles of EIM.
• Partner with OR technology team to ensure prioritized changes are delivered.
• Review change impact assessment for all new functionality to ensure appropriate OCM activities have been implemented

Operational and Reporting Support

• Accountable for accurate and timely completion of all centralized EIM processes
• Ensure the creation and execution of robust operational support procedures. This includes the creation of reporting and thematic analysis to support:
  • Ongoing evaluation of EIMO team structure
  • Identification of improvement opportunities
  • Identification of issue quality thematic’s that require additional education.
• Production of monthly issue reporting and communication of issue and SLA threshold breaches as per policy/standard

Issue Quality

• Accountable for the development of robust issue quality monitoring that supports the ongoing improvement. This includes the creation of targeted learning/communication to target key areas of concern.
• Partner with centralized team to deliver 2LOD quality monitoring included KPI’s to support outcome-based reporting.

Qualification & Requirements

Must-have

• 10 to 15+ years of experience in progressively responsible roles in regulated industries with direct exposure to enterprise-wide mandates, with at least 3 years operating at Senior Director or equivalent level
• Seasoned at senior stakeholder management (C-Suite level) with the ability to drive difficult changes through “impact and influence”
• Direct experience managing and remediating issues preferably across Risk, Compliance and Audit.
• Experience working directly with regulators, participating in regulatory exams and remediation activities, with deep capability interpreting and implementing regulatory requirements.
• Experience in creating or managing a high-volume transactional support team
• Proven ability leading the design and implementation of technology and process changes within specified timeframe including:
  • Backlog management
  • Prioritization of changes working with a senior governance committee
  • Design of required changes
  • Stakeholder engagement and change impact analysis
  • Testing
  • Post delivery adoption and success tracking
• Experience managing and leading teams, with demonstrated people management skills and the ability to foster a collaborative and inclusive work environment
• Bachelor’s degree in related discipline or an equivalent amount of professional experience

Nice-to-have

• Previous experience working in Risk Management
• Experienced working across geographies and in a matrixed environment.
• Experience establishing a Quality Control team

Job Skills

• Adaptability
• Budgeting
• Cross-Team Collaboration
• Decision Making
• Information Technology (IT) Projects
• Long Term Planning
• Program Management
• Resource Management
• Team Management
• Vision Alignment

Benefits

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
• Leaders who support your development through coaching and managing opportunities
• Work in a dynamic, collaborative, progressive, and high-performing team
• Opportunities to do challenging work
• Flexible work/life balance options