The Director, Global Operations Command Centre will support operations and GTI through the efforts of staff, service partner and vendor engagement by optimizing efficiencies while driving forward the vision of operating as a first in class operations center team. The GOCC Director is accountable for efficient operation of RBC Operations Command Centre globally for all RBC lines of business; Domestic, International, Insurance, Capital Markets, Wealth Management, P&CB and I&TS. Transformational change will be a priority while ensuring the activities align with RBC Global IT Infrastructure, reducing costs and improving service performance for the supported lines of business.
Oversees, develops, maintains all best practices within the Global Operational Command Centre teams in coordination with support teams while leading a technical team analyzing the following platforms; Unix/ Windows/ Network/ Tandem/iSeries/Mainframe.
Responsible for leading the empowerment of GOCC by using innovative training strategies and knowledge transfer
Accountable for administrating the monitoring and automation tools and for setting best practices while consistently seeking improvement to enhance value add alerting and efficiency
Instills a client focused mindset with the his/her staff to ensure the line of sight to the client is clear while ensuring a sense of urgency in order to reduce outages in turn reducing client impact
Supports and back’s up GOCC Senior Director leading the GOCC technical teams.
Continually seeks to review global operations by generating efficiencies utilizing centralized work flows into the GOCC while collapsing those tasks in our satellite operation centers
Promotes SLA/OLA compliance between all service partners and vendors while completing ongoing reviews to ensure the established agreements are current
Lead transformational change within the Global Operations Command Centre technologies that align to GTI’s global strategy.
What do you need to succeed?
Must-have
10+ years in a technology management role
Graduate degree or equivalent experience
Demonstrated leadership ability
Knowledge of IT standards, Methodologies, SOX and audit requirements
Broad understanding of major elements of technology to facilitate discussions with business and enable effective communication with subject matter experts
Exceptional people skills, fostering an environment of outstanding customer service
Experience in leading diverse teams through integration activities in an environment of changing and/or emerging technologies
Demonstrated leadership in financial management, performance management, procurement and customer service.
Ability to translate business strategy and articulate business needs.
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