Reporting to the Director, Third Party Risk Assessment Methodology, Operational Risk Shared Services you will support the GRM Operational Risk Management team and the Business Unit Operational Risk Management teams across the enterprise by ensuring responsive and reliable support across the Operational Risk Management applications.

You will be responsible for acting as the first point of contact when application users have inquiries or encounter issues. You will receive tickets and analyze screenshots and details of customer issues, to replicate the problem while working across the team to drive issues to completion. In addition to providing a very high level of client service, you will develop strong relationships with clients and staff and provide feedback on documentation.

You will work as part of the GRM Operational Risk – Global Risk Oversight team in Malaysia that is a centralized 2LOD group responsible to provide Operational Risk and Control oversight and related support across RBC segments and geographies leveraging consistent set of tools, practices, procedures, and subject matter expertise. This team contributes to the implementation and execution of the global Operational Risk framework vision and strategy and rolls up into the global GRM Operational Risk function for the Enterprise, headquartered at Toronto, Canada.

This jobholder will bring a combination of a customer service mindset and experience working with technical systems to ensure application users are supported in the applications being used. The following components from the Job Posting outline the major role played by the jobholder:

Position Scope

We are seeking enthusiastic, talented people to act as the first point of contact when our customers have inquiries or encounter issues as they use our software, including the routine monitoring and resolution of automated reporting and dashboarding. You will receive tickets and analyse screenshots and details of customer issues, to replicate the problem while working across the team to drive issues to completion. In addition to providing a very high level of client service, you will develop strong relationships with clients and staff and provide feedback on documentation. Individuals applying for this position must be able to multi-task, have a strong attention to detail, professional demeanor, and be able to adapt into a growing and changing environment.

Responsibilities

• Answer client queries and provide basic direction and training on common issues, including user access management
• Perform Level 1 & Level 2 support
• Perform root cause analysis, including duplication of the issue, in order to define the problem, and then share the document with members of the team
• Performs monitoring activities, including confirmation of scheduled reporting jobs and dashboard updates
• Logging and timely resolution of incidents with the production application
• Acting as ‘integrator’ to ensure execution activities are seamlessly executed
• Produce daily report highlighting status of the applications across several dimensions
• Triage product queues and prioritize issues according to their severity
• Provide feedback to supervisors and managers regarding processes that are unclear and need to be changed
• Support the promotion of changes into the production environment including User Acceptance Testing and Post Implementation Verification
• Participate in project and team meetings; interacting and collaborating with team members
• Supporting Director with the documentation of program insights, identifying opportunities and action plans to maximize productivity and gain efficiency, while protecting the RBC brand.
• Supporting and providing tactical execution of strategic priorities, process improvements and disciplines to achieve best in class in operational risk capabilities.

Requirements

• Excellent communication skills, both written & verbal
• Customer service mindset
• Experience routinely working with and switching between multiple technology systems
• Experience working with Excel to manipulate data
• Extremely detail oriented with the ability to manage and prioritize work
• Previous technical support experience or customer service experience
• Experience working with Jira and Confluence
• Experience working with Governance, Risk and Compliance tools (such as Archer) would be an asset
• Team-player, strong work ethic and a positive attitude
• Able to operate in a fast-paced environment

Job Skills

1st Line Support, Apache Airflow, Confluence Administration, Customer Service Management, Data Manipulation, Detail-Oriented, Incident Management, Incident Response, Issue Management and Remediation (IMR) Process, JIRA Tool, Management Reporting, Production Environment, Root Cause Problem Solving, Tableau (Software), Teamwork, Technical Support, Unix, User Account Management

Additional Job Details

PERSIARAN IRC 2, IOI RESORT CITY IOI CITY TOWER ONE:PUTRAJAYAPutrajayaMalaysia40Full timeGROUP RISK MANAGEMENTRegularSalaried2025-06-302025-08-31

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.