Subject Matter Expert & Team Lead

Royal Bank of Canada>; Vancouver; On-site; CAD 80,000 - 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 driving operational excellence and enhancing client experiences through effective problem resolution and service delivery. You will be responsible for developing business strategies, managing risks, and fostering a collaborative team environment. The ideal candidate will have a strong background in people management, lending, and leasing, and possess excellent communication and organizational skills. Join a progressive firm that values growth, collaboration, and making a difference in the financial services sector.

Benefits

Comprehensive compensation including salary and bonuses

Leadership support in development and coaching

Inclusive and collaborative team environment

World-class training in financial services

Qualifications

• 3+ years of People Management experience in a financial services environment.
• Strong knowledge of leasing documentation and credit policies.

Responsibilities

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

Skills

People Management

Lending / Leasing

MS Office (Excel and Word)

Problem-solving

Communication Skills

Organizational Skills

Job description

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 (ie. 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 risk mitigation. Responsible for efficient and effective end-to-end coordination and service delivery of standard leasing transactions and documentation, completed in accordance with applicable priorities.
• Responsible for Business Planning development and management related to RBC strategies and business / functional objectives.
• Lead, execute, and escalate service quality initiatives to provide consistent service within established Client Service Commitments.
• Take ownership of escalated client and / or sales / service partner issues as a priority, ensuring resolution at source. Work with the team to analyze causes and effects, ensuring gap mitigation plans are implemented.
• Provide operational direction by identifying and planning service improvement options.
• Responsible for all efforts to institutionalize “operational / credit risk” within a Centre.
• Build both internal and external networks to capitalize on business opportunities and improve sales / service efficiency and effectiveness. Create win-win outcomes through partnerships.
• Lead and direct RBC / RCAP and / or product / process initiatives with senior management.
• Ensure adherence to Operations Risk, Compliance, and AML policies, processes, and procedures as per Folio guidelines to mitigate operational / credit risk.
• Ensure department employees are aware of RBC Key Behaviours and 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 employees understand RBC vision and support targeted behaviours that contribute to RBC goals.
• Champion 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 team and enterprise-wide resources to develop better solutions and foster a cross-enterprise mindset.
• Support and execute change initiatives, guiding employees through the process and maintaining focus on business priorities.

Key Relationships

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

What do you need to succeed?

Must-have :

• Minimum 3 years of People Management experience
• Experience in Lending / Leasing
• Strong knowledge of MS Office (Excel and Word)
• Expertise in equipment financing documentation, understanding credit policies, security documentation, systems, and policies
• Proven ability to manage teams through change
• Excellent written and verbal communication skills
• Strong organizational skills and ability to manage time and priorities effectively
• Problem-solving skills with the ability to generate and evaluate solutions
• Detail-oriented with understanding of contract terms and conditions
• Ability to work well independently and within a team

Nice to have :

• Knowledge of lease, financing, and ancillary documentation
• Understanding of PPSA laws across Canada
• Knowledge of T-Value, HP Calculator

What’s in it for you?

We thrive on challenges, progressive growth, and collaboration to deliver trusted advice, helping clients thrive and communities prosper. We care about each other, reaching potential, making a difference, and mutual success.

• Comprehensive compensation including salary, bonuses, and benefits
• Leadership support in development and coaching
• An inclusive, collaborative, and high-performing team environment
• World-class training 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