Job Description

What is the opportunity?
RBC Cards, Loyalty & Supplier Operations is hiring a Debit & Credit Incident Manager and Supplier Lead. The Incident Management COE supports Canadian Banking Operations objectives by providing Cards ecosystem subject matter expertise required to triage and resolve Credit, Debit & Loyalty production events (break/fixes). Escalation of such events can arise via any RBC channel and require liaising with various stakeholders. The successful candidate is accountable for the successful delivery of Quality & Incident Management COE Strategies by providing subject matter expertise & stewardship; oversight and investigational support of events resulting in Regulatory and Compliance impacts; Audit impacts; and Operational Risk Events involving potential financial impacts, as well as Reputational or Legal impacts specifically for RBC Consumer (Canada, US and Caribbean) products.
Goals are accomplished by following establishing repeatable Resolution Routines. All responsibilities will be carried out in accordance with Code of Conduct; RBC Values and Guiding Principles ensuring adherence to Privacy principles.
What will you do?

• Facilitate the delivery of Quality and Incident Management (QIM) COE strategies by providing subject matter expertise/stewardship, oversight and investigative support for Cards & Loyalty production events.
• Demonstrate a keen sense of urgency, deep process & technical knowledge of RBC Consumer & Commercial Card products to efficiently lead and manage multiple complex/end-to-end incidents.
• Data analytics - ability to extract and analyze Card data to fully triage, identify the full impact of an event.
• Utilize Policies & Procedures as required when triaging an event.
• Demonstrate strong problem-solving capabilities and mindset for quick resolution where possible ensuring minimal Regulatory & Operational impacts.
• Engage & collaborate with a variety of internal and external partners engaging the appropriate Cards/Payments/Banking stakeholders/executives and T&O partners to ensure a timely resolution outcome.
• By partnering with Quality Assurance, ensure our vendors & T&O partners deliver error free production fixes.
• Keen focus on identifying & mitigating operational risk factors, ensuring minimal regulatory and operational impact.
• Demonstrate confidence as a trusted advisor by providing consultative, value-added process knowledge and Cards operations advice, insight and direction.
• Work through ambiguity in a cross functional team environment.
• Obtain oversight & record 3rd party supplier changes (TSYS/Thales/Interac IMN)
• Provide the occasional after hours on call production support (on a rotational basis).

What do you need to succeed?
Must-have

• Working understanding of the Cards & Payments Ecosystem (TSYS TS2/CCSA/TLP/INTERAC POS/ Epsilon/Avion Rewards/Service & Sales Platform).
• Proven analytical mindset & problem-solving aptitude.
• Ability to accurately define & articulate events/problems, identify relevant factors and objectively consider alternatives and anticipate impact of possible solutions.
• Effective communication skills (verbal/write) with the ability to define and explain the 'so what' of an event to all levels of management.
• An aptitude for working with complex technical systems, clarifying system breaks, and understanding technical solutions with an end-to-end mindset.
• Fundamental understanding of Core Banking processes
• Good facilitation, negotiation, written and verbal communication skills
• Ability to independently work through ambiguity in a cross functional team environment.
• Be results driven.
• Possess a team player mindset.
• Aptitude and eagerness to learn.
• Possess both a technical and operational mindset
• Strong Data Analytics capabilities (use of excel and vender tools to conduct data extraction & analytics).

Nice-to-have

• 5 to 10 years operational knowledge of the Cards & Payments Ecosystem.
• Sound Knowledge of RBC Cards Business, Operations, Products, & Processes.
• Ability to leverage previous experience and expertise executing in an agile fast paced environment.
• Awareness of RBC Internal systems

Job Skills Active Learning, Card Services, Customer Service, Effectiveness Measurement, Interpersonal Relationship Management, Operational Delivery, Quality Management
Additional Job Details
Address: RBC WATERPARK PLACE, 88 QUEENS QUAY W:TORONTO
City: Toronto
Country: Canada
Work hours/week: 37.5
Employment Type: Full time
Platform: PERSONAL & COMMERCIAL BANKING
Job Type: Regular
Pay Type: Salaried
Posted Date: 2025-10-27
Application Deadline: 2025-11-08
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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