Sr. Resolution Officer Lead

WHAT IS THE OPPORTUNITY?

Manages team, responsible for the ownership of end-to-end problem resolution for Accounting Services activities and functions related to Accounts Receivable and Journal Entry as a Service. The role serves as the key liaison and point of escalation between business partners for problem resolution, service quality activities and related initiative implementation. Acts as Centre Expert for client and partner care issues ensuring identification of continuous improvement opportunities, development of action plans and solutions through established metrics and reporting processes.

To support our business partners, this role also requires one week of evening Work from Home shifts a month and a rare Work from Home Saturday shift.

WHAT WILL YOU DO?

• Managing the monthly Journal Entry as a Service Process across all lines of upload to PeopleSeoft, Adjustment capture, ADP, RIMMS, Top Side and Service Platform applications; available for evening and weekend coverage depending on GV days and quarter/year-end requirements

• Reviews all transactions/reports/documents to ensure compliance/adherence with policies/procedures/guidelines (SOX, G/L attestation, EUC, Enterprise G/L Attestation policy and CPA).

• Raising invoices and monitoring for aging and payment clearing of Accounts Receivables.

• Apply appropriate escalation and communication processes within the team, ensuring alignment across Accounting Services.

• Provides consistent high-quality service by responding to assistance requests and escalations from all channels contributing to achievement of business Client Service Commitments (CSC’s), escalating to manager as appropriate.

• Proactively identifies and recommends solutions to recurring errors and service gaps; works with Management Team to provide solutions for improvement.

• Support and coach team members regularly; manage workflow to ensure even and manageable coverage across all team members

• Change management champion within the Team and the department. Collaborating to create an environment of open and effective discussions. Expertise used to provide content for Standard Operating Procedure updates, Change Requests and project information

WHAT DO YOU NEED TO SUCCEED?

Must have:

• Strong accounting knowledge: ability to review and validate journal entries, reconciliations, adjustments etc.

• Excellent interpersonal and highly developed communication skills (verbal and written).

• Creative and analytical thinker who is self-driven and capable of working in a fast-paced environment.

• Strong MS Office skills – Word, Outlook, Excel and PowerPoint

• Ability to train new hires, guide team members, and give constructive feedback

Nice-to-have: 

• Sense of urgency, agile, adaptable and resilient to handle multiple situations

• An innovative thinker who is proactive and well organized with attention to detail

• Strong communication and client/partner service skills

• Passionate about continuous growth, learning and sharing knowledge within a team

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

#Li-Post

Job Skills

Active Learning, Adaptability, Customer Service, Decision Making, Interpersonal Relationship Management, Operational Delivery, Process Improvements, Quality Management, Time Management

Additional Job Details

120 WESTERN PKY:BEDFORDBedfordCanada37.5Full timeTECHNOLOGY AND OPERATIONSRegularSalaried2025-11-182025-11-30

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.