Operations Manager – Fixed Income Trade Support

Operations Manager – Fixed Income Trade Support

Requirements

• 4-year degree from an accredited university or equivalent or High school diploma or equivalent AND 5+ years of securities, banking, technology and/or job specific industry experience
• 3+ years prior securities, banking, technology and/or job specific related industry experience
• Securities license 7 or 99 (or able to obtain license within 120 days)
• 2+ years demonstrated and sound managerial experience leading and managing a team
• Ability to effectively hire, train, lead and provide work direction to others
• Ability to understand and meet business daily support needs on an ongoing basis
• Ability to work effectively in situations involving rapid change, shifting priorities, and/or simultaneous demands.
• Advanced customer service skills
• Advanced problem identification, analytical and resolution skills required to support escalated issue resolution and/or oversight requirements associated with exception-based complex processes
• Experience with brokerage systems
• Experience with change management and leading teams through change.
• Experience with identifying and implementing process/system changes which reduce risk, increase efficiencies or enrich customer service
• Fully proficient with MS Office (Word, Excel, PowerPoint, and Outlook)
• Sound organizational knowledge with operational mindset; including products, processes, systems and regulatory and/or client needs
• Strong interpersonal, verbal and written communication skills, with an ability to work effectively with all levels of staff and management.

Responsibilities

• Hire, onboard, and train new team members.
• Supervise and direct time sensitive, complex and/or highly specialized daily work flows to ensure department service levels are met.
• Provide training, coaching, recognition and development for the team members, fostering teamwork and planning for succession.
• Serve as a subject matter expert for department processes supported by team.
• Liaise and provide customer service support for individuals requiring research, problem resolution, or securing information from other Operations departments, RBC Business Units, external customers or industry participants.
• Address escalated questions independently; seeking assistance from Senior Manager or other Operations resources as appropriate.
• Ensure that employees understand RBC vision, as well as support and reinforce targeted behaviors that contribute to RBC goals.
• 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.
• Conduct operations process oversight on complex exception-based and/or highly specialized processes to ensure adherence to department procedures, risks are mitigated, and regulatory requirements are met.
• Review exceptions to standard processing to ensure overall compliance with regulations, firm policies, and accepted business practices.
• Accurately review, verify, and/or record data into technology supporting department processes.
• Provide support with department volume metrics, staffing models, financial forecasts, and budgets as required.
• Reduce risk, increase efficiencies, or enrich customer service by suggesting process changes and/or system modifications.
• Participate in business requirement development, UAT testing, end-user training, and implementation support for enhancements and new firm initiatives for changing technology systems supporting department processes.
• Develop and provide ongoing training support for team members related to the department’s processes and systems. Provide feedback to department leadership team when appropriate.
• Develop and maintain department procedures.
• Ensure team members are aware of any new system functionality changes and document modifications.
• Perform other duties and responsibilities as assigned.

Preferred Qualifications

• Ability to work effectively in situations involving rapid change, shifting priorities, and/or simultaneous demands
• Proven change leadership and change management skills
• Fully proficient with MS Office (Word, Excel, PowerPoint, and Outlook)
• 3+ years credit operations, project management, vendor management, analysis, and/or risk control experience
• Regulatory reporting knowledge, specific to TRACE/MSRB
• Prior experience in various fixed income markets