Subject Matter Expert & Team Lead

RBC; Vancouver; On-site; CAD 70,000 - 110,000; Full time

Job summary

An established industry player is seeking a dynamic leader to manage a team of leasing transaction experts. This role involves enhancing client experiences, ensuring operational efficiency, and driving business planning aligned with strategic objectives. You will lead initiatives to improve service quality and mitigate risks while fostering a collaborative environment. Join a forward-thinking organization that values professional growth and community impact, where your leadership will play a crucial role in achieving success for both clients and the organization.

Benefits

Comprehensive compensation program

Flexible benefits

World-class training program

Development through coaching opportunities

Qualifications

• Minimum 3 years of people management experience required.
• Strong knowledge of equipment financing documentation and credit policies.

Responsibilities

• Lead a team to ensure efficient service delivery for leasing transactions.
• Manage escalated client issues and implement service improvement plans.

Skills

Customer Service

Decision Making

Interpersonal Relationship Management

Operational Delivery

Risk Management

Time Management

Process Improvements

Tools

MS Office (Excel and Word)

Job description

Job Summary

Job Description

What is the opportunity?

Team manages and leads a department of leasing transaction experts in a client fulfillment/servicing centre, operationalizing client care strategies, providing direction relative to the identification of process and efficiency improvements, problem resolution, and the integration/implementation of new initiatives and activities. Responsible for the attainment and maintenance of established service standards (i.e., Client Service Commitments). Accountable for the delivery of the department/functions goals and objectives while managing against business plan, operational/credit risk mitigation, and enhancing the client experience.

What will you do?

Provides quality leadership and direction to employees in a centralized fulfillment and servicing environment who:

• Act as a single point of contact – middle office - for RBC clients, Leasing Sales Managers, Leasing Vendors, and legal parties providing deep knowledge and experience of RBC Leasing products and services to ensure a positive client experience and mitigation of risk. Responsible for efficient and effective end-to-end coordination and service delivery of standard leasing transactions and required documentation completed in accordance with applicable level of priority.
• Responsible for Business Planning development and management relative to RBC strategies and business/functional objectives.
• Lead, execute, and escalate service quality initiatives to provide consistent service within established Client Service Commitments.
• Takes ownership of escalated client and/or sales/service partner issues as a priority ensuring resolution at source. Works with the team to complete cause and effect analysis ensuring gap mitigation plans are implemented.
• Provides operational direction by identifying and planning service improvement options.
• Responsible for all efforts to institutionalize “operational/credit risk” within a Centre.
• Plays an active role in building both internal and external networks to capitalize on business opportunities and sales/service efficiency and effectiveness. Strong ability to create win-win outcomes through partnerships.
• Leads and directs RBC/RCAP and/or product/process initiatives with senior management.
• Ensures adherence to Operations Risk, Compliance, and AML policies, processes, and procedures as per Folio guidelines to mitigate operational/credit risk.
• Ensures department employees are aware of RBC Key Behaviours and consistently demonstrate their positive impact on business and individual performance: Put clients first, Collaborate as partners, Develop people, Act on our accountabilities, Make decisions faster, and Prioritize for greatest impact.

Managerial Excellence:

• Ensure that employees understand RBC vision, as well as support and reinforce targeted behaviours that contribute to RBC goals.
• Champions Coaching Routines for the department – rounds, direct report coaching, joint sessions, weekly/monthly goal setting and reviews, semi-annual performance assessments, and employee development plans.
• 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.

Key Relationships

• Leads a diverse team ranging with 6-8 direct reports consisting of: PL09 Associates.
• RBC clients.
• RBC Management team and employees.
• Leasing Sales Managers.
• Suppliers.
• RBC Legal & RBC Tax.
• Canadian Banking Sales, CB Operations, and Technology and Operations service partners.

What do you need to succeed?

Must-have:

• Previous People Management experience – minimum 3 years.
• Previous Lending/Leasing experience.
• Strong knowledge of MS Office (Excel and Word).
• Centre of expertise on equipment financing documentation. Knowledge and understanding of credit policies, security documentation, systems abilities, and policies.
• Proven ability to manage highly effective teams through change.
• Excellent written and verbal communications.
• Excellent organizational skills and ability to effectively manage time and priorities. Strong ability to multi-task.
• Demonstrated ability to solve problems by generating, evaluating, and implementing alternatives.
• Detail-oriented and able to understand the terms and conditions of the contracts.
• Ability to work well within a team and independently.

Nice to have:

• Strong knowledge of lease, financing, and ancillary documentation.
• Superior understanding of PPSA laws across the country.
• Strong knowledge of T-Value, HP Calculator.
• Bilingual.

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.

• We are proud to offer a comprehensive compensation program which includes a competitive salary, bonuses, and flexible benefits.
• Leaders who support your development through coaching and managing opportunities.
• We promise you’ll work in an inclusive, collaborative, progressive, and high-performing team.
• We have a world-class training program in financial services.

Job Skills

Customer Service, Customer Service Management, Decision Making, Interpersonal Relationship Management, Investment Performance Measurement, Operational Delivery, Process Improvements, Risk Management, Time Management, Treasury Management

Additional Job Details

Address: 885 GEORGIA ST W: VANCOUVER

City: VANCOUVER

Country: Canada

Work hours/week: 37.5

Employment Type: Full time

Platform: PERSONAL & COMMERCIAL BANKING

Job Type: Regular

Pay Type: Salaried

Posted Date: 2025-03-03

Application Deadline: 2025-04-11

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

Inclusion 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.

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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.