Senior Analyst, Operational Risk Systems & Support

RBC; Toronto; On-site; CAD 60,000 - 75,000; Full time

Job summary

A major financial institution is seeking a Customer Service Analyst to support the Operational Risk Management team in Toronto. The candidate will provide exceptional operational support, troubleshoot inquiries, and resolve issues related to the Operational Risk Management applications. A successful applicant will have 5-8 years of experience in customer service, strong problem-solving skills, and the ability to foster relationships with clients and internal teams. This full-time role offers a dynamic work environment and opportunities for professional growth.

Benefits

Work in a collaborative team

Opportunities for professional development

Dynamic work environment

Qualifications

• 5-8 years in customer service and technical support, preferably in financial services.
• Previous experience in a customer service environment is essential.
• Excellent communication skills required, both verbal and written.

Responsibilities

• Provide exceptional operational support and service excellence for inquiries.
• Collaborate with teams to resolve issues impacting internal customers.
• Maintain documentation related to operational processes.

Skills

Customer service

Technical support

Problem-solving

Communication

Teamwork

Analytical skills

Interpersonal relationships

Detail-oriented

Tools

MS Office (Excel, Word, PowerPoint, Visio)

Jira

Confluence

Job description

Job Description

What is the opportunity?

Reporting to the Associate Director, Operational Risk Systems & Analytics you will support the GRM Operational Risk Management team and the Business Unit Operational Risk Management teams across the enterprise by ensuring responsive and reliable support across the Operational Risk Management applications.

This position plays a crucial front-line role representing the Operational Risk organization to our enterprise-wide internal customers. You will be responsible for acting as the first point of contact when application users have inquiries or encounter issues. Senior Analysts receive tickets and analyze screenshots and details of customer issues, to replicate the problem while working across the team to drive issues to completion. In addition to providing a very high level of client service, you will develop strong relationships with clients and staff and provide feedback on documentation.

You will work as part of the GRM Operational Risk Shared Services team which is a centralized 2LOD group responsible to provide Operational Risk related support across RBC segments and geographies leveraging consistent set of tools, practices, procedures, and subject matter expertise.

What will you do?

• Provide exceptional operational support and service excellence for general inquiries, ensuring all service standards are met within defined Service Level Agreements (SLAs)includes: a) Respond to user inquiries and provide training on application usage b) Answer client queries and provide basic direction and training on common issues, including user access management c) Perform Level 1 & Level 2 support d) Perform root cause analysis, including duplication of the issue, in order to define the problem, and then share the document with members of the team.
• Collaborate with cross-functional teams and subject matter experts to triage, investigate, and resolve complex issues impacting internal customers, including conducting preliminary analysis, identification of root causes and developing solutions for application issues related to new technology releases and upgrades
• Develop and maintain in-depth knowledge of enterprise technology products and services including but not limited to Enterprise Issue Management (EIM), Operational Risk Management System (ORMS) and Supplier Risk Management Application (SRMA
• Identifying opportunities for continuous operational improvements and process automation, driving efficiency and excellence in our Operational Risk Shared Services team
• Responsible for creating, refining and maintaining documentation related to operational processes and technical support procedures
• Support the adoption and implementation of new functionality and/or applications leveraging communication channels and end user training opportunities
• Participate in User Acceptance Testing (UAT) and/or Post Implementation Verification (PIV) as required

What do you need to succeed?

Must have

• 5-8 years of experience in relevant functional areas including customer service and technical support preferably within the financial services or information technology industries
• Previous technical support and customer service experience with a customer service mindset
• Excellent problem-solving and analytical skills
• Ability to work collaboratively and develop strong relationships
• Creativity to go beyond current processes to deliver the best solution for a problem or an opportunity
• Excellent verbal and written communication skills
• Ability to quickly and efficiently adapt to new concepts and applications
• Highly proficient in MS Office applications such as Excel, Word, PowerPoint, Visio and with large volumes of data
• Experience routinely working with and switching between multiple technology systems
• Extremely detail oriented with the ability to manage and prioritize work
• Team-player, strong work ethic and a positive attitude
• Able to operate in a fast-paced environment
• Experience working with Jira and Confluence

Nice to have

• Experience working with Governance, Risk and Compliance tools (such as Archer) would be an asset
• Experience with scheduling tools (such as Airflow) and reporting tools (such as Tableau) would be an asset
• Experience working with cross-functional teams in agile environments
• Experience with testing frameworks

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.

• 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.
• Opportunities to do challenging work and make a difference.
• Opportunities to build close relationships.

Job Skills

Communication, Customer Service, Help Desk Operations, Help Desk Services, Help Desk Support, Internal Customers, Interpersonal Relationship Management, Interpersonal Relationships, IT Help Desk, Operational Risks, Operation Risk Management, Operations Processes, Operations Support, Relationship Management, Risk Control, Risk Management, Systems Documentation, Teamwork, User Documentation

Additional Job Details

Address: 20 KING ST W:TORONTO

City: Toronto

Country: Canada

Work hours/week: 37.5

Employment Type: Full time

Platform: GROUP RISK MANAGEMENT

Job Type: Regular

Pay Type: Salaried

Posted Date: 2025-12-12

Application Deadline: 2026-01-02

Note:

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

I nclusion and Equal Opportunity Employment

At 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.

Join our Talent Community

Stay in-the-know about great career opportunities at RBC. Sign up and get customized info on our latest jobs, career tips and Recruitment events that matter to you.
Expand your limits and create a new future together at RBC. Find out how we use our passion and drive to enhance the well-being of our clients and communities at jobs.rbc.com.