Associate Director - Business Resilience & Incident Management
- Toronto, ON
- Permanent
- Full-time
- Lead the tactical coordination for Crisis and Incident Management occurrences to ensure RBC IS’ Businesses, Client Services and Client Operations (CSCO), receive the required level of preparedness and support, through all incidents disruptive events (low, medium, and high).
- First point of contact and lead incident management across all CSCO business units. Ensure senior management is made aware and kept abreast of status and next steps until final resolution.
- Facilitate proactive engagement through Webex group communications and/or through conference calls with required stakeholders. Restore critical services by driving the incident to resolution through engagement of appropriate business and technical resources.
- Ensure data and/or reporting requirements required to support CSCO are managed effectively through the proper channels. Accountable to ensure all related tasks are completed by the respective stakeholders until resolution occurs.
- Manage the voice of the client and coordinate communications (where applicable) to internal / external stakeholders.
- Partner with stakeholders to optimize and enhance improvements post incidents based on lessons learned and share accordingly. Support the production of incident report for internal CSCO management in addition to external stakeholders (Client ) as necessary.
- Takes full accountability for quality and accuracy of responsibilities, tasks, and activities to ensure success of incidents affecting CSCO.
- Responsible to ensure we have not breached are Service Level Standards to our Clients and work with communications if necessary to ensure Voice of the client is closed.
- Develop action plans to address identified deficiencies, completing root cause analysis and implementing processes to track, monitor and report issues (non-IT related).
- Act as a lead to implement and improve business internal controls as identified through events root cause.
- Crisis Management
- Accountability & Achievement Orientation
- Client Impact / Service Excellence, Driving for results and efficiencies
- Collaboration, Superior impact and influence skills
- Strong business acumen and communication skills (written and verbal)
- Strategic mindset and highly developed ability for conceptual thinking
- 3 – 5 years minimum experience in Crisis Management
- Excellent exposure to communicate with various business partners and stakeholders in Investor Services and within other platforms as appropriate
- Working with an exciting, close-knit, supportive & dynamic group
- Opportunity to collaborate with other business segments within the bank
- Excellent career development and progression opportunities
- A comprehensive Total Rewards Program including bonuses and flexible benefits
- Competitive compensation