Job Description
Ownr, an RBCx company, is hiring a Bilingual Business Operations Associate. Ownr is on a mission to become the leading platform for entrepreneurship in Canada. In this role, you will help thousands of entrepreneurs as they build and grow their business using the legal tools, perks, and other valuable resources provided by Ownr.
You will become a product expert, responsible for overseeing Ownr’s software to ensure the platform is operating effectively and quickly identifying solutions when things go wrong. You will play a crucial role in supporting our customers through back-office functions, optimizing operational efficiency, and contributing to an exceptional customer experience.
In working closely with Ownr’s proprietary software, as well as various government registry services, you will be among the first to discover issues as they arise. You will be responsible for communicating these issues to Ownr’s Product, Development, and Customer Experience teams, to ensure mitigation and remediation processes are in place, and implementing solutions with no disruption to the customer experience.
Overall, you will be responsible for maintaining day-to-day operations of Ownr’s systems and processes, identifying issues as soon as they arise and limiting impact to users. You will use your extensive knowledge of Ownr’s products, customers, and third-party services to help build an optimal experience for Ownr’s customers and contribute to Ownr’s rapid growth in the marketplace.
What will you do?
Monitoring Ownr’s proprietary backend software to identify and address issues that require attention
Completing filings to support Ownr users, through a combination of automation technologies and direct filings.
Communicating with Ownr’s various functional units, users, and government agencies to address any concerns (naming issues, incomplete information, etc) and move quickly to implement solutions
Implement quality assurance measures to ensure adherence to operational standards and regulatory requirements across both customer-facing and back office functions
Support Ownr’s communications with our users in English and French
Serve as a point of contact for escalated customer inquiries and working with Ownr’s Customer Success team to create an overall excellent experience for our users
What will you need to succeed?
Must Have
Experience in an operational, technical, or customer service capacity within a startup environment and/or fast-paced growing organization
Critical thinking and problem solving skills
Meticulous attention to detail, particularly with reviewing complex documentation and/or processes
Willingness to learn about legal concepts, government processes, and other issues affecting business owners in Canada
Excellent organizational skills and the ability to prioritize a high-volume of tasks
Excellent communication skills and the ability to explain complex concepts in simple terms
Interest in technology and building innovative online solutions
Fluency in both English and French
Nice to Have
Familiarity with project management software, such as Asana, Jira, etc.
Experience using Intercom, or similar customer-engagement software
Experience in process optimization, and or efficiency improvement projects
A passion for entrepreneurship and experience working with early-stage small business owners
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
#RBCx
Job Skills
Customer Interactions, Customer Service, Customer Service Management, Group Problem Solving, Oral Communications, Problem Management, Teamwork, Written CommunicationAdditional Job Details
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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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