Senior Analyst, Fraud Recovery

Royal Bank of Canada · Putrajaya

Job Description

What’s the Opportunity?

Join Personal & Commercial Banking Operations to support RBC’s Client First strategy and the fraud management team in minimizing fraud losses. You will lead a team of Fraud Agents within an operations group, you will ensure overall effectiveness and performance of the team and demonstrate confidence, sense of urgency and an increased depth and breadth of product/process/technical knowledge for successful management of complex operational processes. You will identify and recommend continuous improvement opportunities, keeping a clear balanced approach between the client experience and mitigation of operational/compliance risk with full alignment to Personal & Commercial Operations business objectives.

Working Hours : 1.00PM -10.00PM

What will you do?

Ensure team members understand Personal and Commercial Operations strategic goals, and the key impact their team’s day to day performance has on end to end sales/service cycle
Focus on team productivity and quality for complex client processes, contributing to achievement of business specific Client Service Commitments (CSC’s), and strive to deliver on resolving client issues at first point of contact
Demonstrate RBC Blueprint behaviours, creating a positive and productive work environment and drive the high performance of a diverse team of Fraud Agents
Conduct meaningful open coaching routines and deliver candid feedback aimed at enhancing employee capability to meet business results and achieve performance success
Execute change while supporting employees through proactive communication, issue resolution and effective decision-making, ensure delivery of all Human Resources Management practices and adherence to authorities for the role
Take responsibility for operational risk for the team and accountability for when issues, errors and/or high risk situations surface through escalations by referring to the Manager and/or appropriate stakeholders as necessary
Accountable for workforce management planning, cross training, sharing resources, utilizing available tools and the right people/skills/capabilities to meet P&C Operations’ business needs, ensuring employees maximize use of technology and tools available
In this role, you will communicate and interact frequently with RBC partners and/or employees located across Canada and/or worldwide

What you need to succeed

Must-have

Proven leadership skills, including 3+ years of people management experience within the credit card chargeback environment
Strong communication, facilitation and problem management capabilities
Ability to prioritize conflicting demands and adapt to dealing with ambiguity effectively
Ability to quickly grasp complex fraud schemes in a landscape of emerging and recurring trends
Proven ability to coach, develop people and identify top talent, and a strong knowledge of HR related policies and procedures
Ability to work various shifts within the business hours of 13:00 – 22:00, Monday to Friday

Nice-to-have

Previous experience working in Fraud Operations
Experienced in working with Credit Card core systems (TSYS, Visa Resolve, MC Connect, etc.)
Knowledge of Change Management disciplines and activities and ability to apply (e.g. ADKAR).
Knowledge of chargeback rules
Knowledge of Visa and Mastercard network rules
Experience in Operational Centres with exposure to scorecards, benchmarking, EPM, CPO etc.

Job Skills

Communication, Customer Success, Data Gathering Analysis, Decision Making, Detail-Oriented, Fraud Management, Fraud Risk Management, Group Problem Solving, Teamwork

Additional Job Details

More jobs at Royal Bank of Canada · Operations jobs in Putrajaya