Onboarding and Quality Assurance Manager, RBC PayEdge

What is the opportunity?

We’re seeking a highly organized and detailed oriented Onboarding and Quality Assurance Manager to lead the development and execution of our onboarding pilot team and ensure operational excellence through quality assurance initiatives. This role will be instrumental in streamlining workflows and upholding employee performance standards across teams while maintaining business needs. All responsibilities carried out in accordance with Code of Conduct, RBC Values and Guiding Principles ensuring adherence to Privacy Principles.

What will you do?

• Ensure escalated digital onboarding issues are investigated by the RBC IT team
• Ensure that billing is done the first of every month (adding/ removing from billing list, actioning Zendesk tickets)
• Create and maintain a positive team environment where team members give each other support and promote good morale and cooperation.
• Manage relationships with partners ( MNP Inbox and MNP clients)
• Collaborate with Team Managers and partners to implement change initiatives and exceptional client experience
• Create, maintain, and execute a Quality Assurance program to efficiently review work from Support officers that includes regular review of calls and emails to ensure a) team is delivering an exceptional client experience; and b) address any knowledge gaps that may become evident.
• Identify potential efficiency gains on an ongoing basis and maintain a continuous process efficiency environment/mindset.
• Identify errors done by officers and follow up with each person to provide feedback, coaching, and clarification as needed.
• Coach staff to use active listening skills to understand, define & resolve clients’ immediate needs. Also, to utilize available technology, maintain data integrity, document all relevant client service contacts, and adhere to T&O Policy and Procedures.
• Develop and share monthly reporting with Management on the overall quality score of the Support Team as well as individual quality scores.

What do you need to succeed?

Must have:

• 1 – 2 years of Operational Experience
• Ability to analyze data and proficiency in Excel
• Excellent communication, interpersonal and attention to detail
• Strong organizational & decision-making skills.
• Challenges status quo and responds with innovative solutions
• Ability to collaborate with Product, Sales and Tech partners

Nice-to-have:

• Bachelor’s degree in business administration, Human Resources, Operations or related field
• 1 year experience in onboarding training, QA
• Knowledge of RBC PayEdge

What’s in it for you?

We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to help our clients thrive and communities prosper. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.

• A comprehensive Total Rewards Program including bonuses and flexible benefits, competitive compensation, commissions, and stock where applicable
• Leaders who support your development through coaching and managing opportunities
• Ability to make a difference and lasting impact
• Work in a dynamic, collaborative, progressive, and high-performing team
• A world-class training program in financial services
• Flexible work/life balance options
• Opportunities to do challenging work
• Opportunities to take on progressively greater accountabilities

#LI-POST

Job Skills

Active Learning, Adaptability, Customer Service, Decision Making, Group Problem Solving, Interpersonal Relationship Management, Operational Delivery, Product Services, Time Management

Additional Job Details

180 WELLINGTON ST W:TORONTO Toronto Canada 37.5 Full time TECHNOLOGY AND OPERATIONS Regular Salaried 2025-08-07 2025-08-15

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.