Quality & Control Officer

Responsible for conducting audits (daily, monthly, random) to manage risk in the Payments & Trade Unit, ensuring process controls are in place and are being followed in line with documented guidelines.

OBJECTIVES

Responsible for conducting audits (daily, monthly, random) to manage risk in the Payments & Trade Unit, ensuring process controls are in place and are being followed in line with documented guidelines. Proactively identifies operational risk and compliance deficiencies and institutes steps to correct them.  Develops relationships with service partners to ensure client satisfaction and efficient operation of the unit. Provides professional, attentive and accurate service when dealing with staff as well as superior client service and resolution at first point of contact for RBC clients and service partners regarding all policies or procedures for Quality Control.  This role also acts in an advisory capacity, providing problem solving insight to service partners/third parties when inquiries are complicated.  Ensures that more complex situations are escalated to the appropriate owner.

KEY RESPONSIBILITIES

Operations Management

Execute appropriate reviews and routines for operational risk, monitoring and control in keeping with internal and regulatory requirements.

Conduct ongoing service and compliance quality control checks and reviews in random and scheduled manner across the Payments & Trade Centre

Assess Payments & Trade processes identified as high risk. 

Oversight over UARG (Unit Administration Reference Guide) documents on Share Point site

Responsible for ongoing maintenance and appropriate controls for all system access services provided by Payments & Trade. 

Work closely with P&T Management team to ensure appropriate controls are in place while ensuring business performance goals are met and make recommendations for improvement.

Provide advice and counsel for appropriate controls or impacts to existing controls on new products or changes to services.

Maintain awareness of opportunities to determine areas of operational risk or potential losses. Recommended and implement action plans to address and/or correct.

Acts as the P&T Privacy Champion

Coordinate P&T adherences to risk policies (AML, Code of Conduct, Privacy etc.) including the verification that people managers are ensuring these activities are completed for their teams.

Takes ownership of client care and/or service partner issues and escalations as a priority; resolving at source where possible, promptly and accurately, referring as required.  Ensures action plans are implemented to mitigate identified process or knowledge gaps.

Possesses an in depth knowledge of Payments & Trade processes, Quality & Internal Control compliance and internal and external industry compliance requirements

Maintains a high level of organizational awareness in order to facilitate the identification of key contacts

Works in a team environment, fostering a learning culture.

Ensures adherence of Operations Risk, Compliance and AML policies, processes, procedures as per KRC guidelines to mitigate operational risk.

Keeps up-to-date on all communications including changes to RBC policy and procedures.

QUALIFICATIONS/EXPERIENCE

• Diploma in Management or related discipline or equivalent education/training in a related field
• Payments & Trade experience is an asset

CRITICAL SKILLS

• Very strong client first orientation
• Able to multi-task and adjust to the demand/needs of our clients and service partners
• Able to work in a fast paced environment
• Attention to details with strong organizational skills
• Solid written and verbal communication skills
• Well developed presentation and facilitation skills
• Ability to communicate effectively with multiple stake holders
• Working knowledge of Microsoft suite of products, specifically Excel, Word, and Outlook