STRICTLY PRIVATE & CONFIDENTIAL

Session: Putting it all together

Michael Hayden

RBC Recruitment & Learning

March 11, 2008

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In Support of Toronto Youth

"It takes skills, opportunities and contacts to land the right job. RBC supports organizations that help Toronto Youth overcome these challenges. Improving the economic vitality of our city ultimately leads to greater reward for all"

Jennifer Tory

RBC Regional President, Greater Toronto

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RBC: A Growing Workforce

Employee Population (FTE) by Platform2007 vs 2006

65,045+7%

3,4124%

3,364+15%

6,001+19%

10,382+7%

25,813+4%

16,745+6%

CB WM US&IB CM GTO GF RBC

2006 2007

Growth in Employee (FTE) reflects business growth,

both organically and through acquisition

CB up 985 from 2006 WM up 715 from 2006 US&IB up 967 from 2006 CM up 428 from 2006 GTO up 989 from 2006 GF up 136 from 2006

FTE by Country

2007

Canada, 75%

Other, 4%

UK & Channel

Islands, 3%

USA, 18%

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Candidate Attraction: A Constant Need Candidate Attraction: A Constant Need

External Hiring Activities by Platform2007 (% Gross growth from 2006 Population)

0%

10%

20%

30%

40%

50%

60%

CB WM US&IB CM GTO GF RBC

Hire Rehire Acquisition

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Age and Role Distribution

Population by Age Group2007

6,676

9,786 9,91110,352 10,523 10,743

9,744

6,025

3,488

<25 25-29 30-34 35-39 40-44 45-49 50-54 55-59 60+

Age Group

Top 10 Job Roles as of 2007

Top 10 Roles Headcount

YoY Change

%Average

Age% under 1 year in job

% under 1 year at RBC

Average RBC Tenure

Customer Service Representative 12,763 1.2% 37.9 35% 24% 8.2Relationship Manager - Personal Clients 8,681 6.1% 44.4 20% 7% 12.4Financial Services Rep 4,459 6.1% 37.3 33% 17% 10.0

Administrative/Operations Support 3,707 11.2% 39.4 32% 18% 8.3

Data & Reporting Analyst 3,483 26.3% 39.3 38% 16% 9.7Service Manager 3,101 28.1% 42.1 33% 6% 14.9Sales & Services Rep 3,039 6.1% 35.6 40% 30% 4.6Account Services Provider 2,906 -1.5% 39.2 29% 15% 9.4Technical Developer 2,193 15.5% 40.3 33% 14% 8.4Customer Service Officer 1,794 0.8% 36.8 32% 19% 8.1

As of year end 2007, the average age is 40.5 years old for the overall RBC population and 45.7 years old for senior managers and executives.

Approximately 9,500 employees were age 55 and above. This figure is set to grow over the next 5 to 10 years.

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Generations

Workforce Profiles by Generation Groups *Veterans Baby Boomer Generation X Generation Y

(Born 1922 to 1945) (Born 1946 to 1964) (Born 1965 to 1981) (Born 1982 to 2000)Also Known As "Traditionalists" "Baby Boomer" "MTV Generation" "Echo Boomers"

"Millennium Generation"Key Lived through wars Shaped youth culture Most educated Very techno-literate,Characteristics and recessions of the 60s and 70s generation highly diverseWorkforce Senior leadership Leaders and Senior staff and The workforce ofComposition experienced staff middle management tomorrowLeadership Directive Consensual Everyone is equal TBDStyle Command and control Collegial Challenge

Ask "why"Work/Life - Adhere to the rules - Willing to work long - Work/life - Expect to changeRequirements - Willing to work long hours nonnegotiable jobs frequentlyThat Contribute hours - Independent - Independent and - Team- and goal-to Attraction, - Very loyal- one job - Risk takers and team-oriented orientedRetention and for length of their adventurous - Enjoy problem - Easily bored and Engagement career - Value creativity solving believe respect must

- Very disciplined and - Desire quality - Value flexibility but be earneddefer to authority - Question authority want structure and - Value fairness and

direction respond to straight- Not intimidated by truthauthority

Headcount 2,101 32,520 34,346 8,280Population 3% 42% 44% 11%Position Tenure 3.6 3.6 1.9 0.8(Years)RBC Tenure 22.3 17.2 6.1 1.6(Years)

RBC HR Metrics

* Note: The grouping and definition are based on Towers Perrin, “Developing our Next Generation People Strategy and Implementation Plan: Leadership Discussion Pre-Read.” June 2007.

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Youth: Common Points of Entry

Client Service Representative (CSR)

Benefits:

• Close to home/school

• F/T, P/T, Sumer and Casual work to support lifestyle

• Training, orientation and mentoring provided

• Highly social and team environments

• Clear accountabilities and measures for success

• Career Path > Account Manager

RBC has more than 14 million personal, business, and public sector clients, assets of $586 billion, 70,000 employees in 34 countries, 1,443 branches, and 4,232 ATMs.

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Youth: Common Points of Entry

Client Service Representative (CSR)

Ideal candidates may already be working in a

client service (retail) role.  The skills and desire

to provide excellent client service are essential. 

Requirements:

• Friendly, outgoing personality; team player

• Client service orientation, driven to help clients meet needs or resolve problems

• Strong communications and organizational skills; the ability to handle cash, compile facts, figures and files in an orderly fashion

• Retain knowledge about the features and benefits of a wide range of products and services and convey the information to clients

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Youth: Common Points of Entry

Sales and Service Representative (SSR)

Benefits:

• F/T and P/T available to support lifestyle

• Training, orientation and mentoring provided

• Team environment

• Clear accountabilities and measures for success

• Career Path > Sr. Representative or Team Lead

RBC Contact Centres handle an annual volume of 100 million calls and 700,000 e-mails.

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Youth: Common Points of Entry

Sales and Service Representative (SSR)

 

Requirements:

• Candidates must be committed to maintaining a flexible work schedule based on the demands of the business.

• Client service orientation, driven to help clients meet needs or resolve problems

• Strong communication and organizational skills

• Strong keyboarding skills and above average internet/navigation skills

Ideal candidates are client service-oriented individuals. They enjoy working in an inbound contact centre receiving a high volume of calls and are responsible for meeting sales targets. This position involves listening to clients over the phone and resolving their problems.

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Youth: Common Points of Entry

Administrative (non-client facing) Roles

Benefits:

• Usually F/T and in a traditional office environment

• Daytime hours

• Small team environment; quieter setting

• Repetitive tasks, clear process for escalations

• Roles include: Mailroom Clerk, Verification Officer and Administrative Assistant

• Career Path > Team Lead, Executive Assistant

Note: Due to enhanced security measures, most corporate (non-branch) offices no longer have receptionists/greeters. Security and maintenance roles at all locations are outsourced, except in rare circumstances

Administrative staff work in a variety of roles and support specific business units

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Youth: Common Points of Entry

Administrative (non-client facing) Roles

Ideal candidates are methodical and detail oriented. Able to

meet tight deadlines, multitask and manage conflicting

priorities. Comfortable working in a structured, corporate

environment. High level of professionalism, strong

communication and organizational skills.

Requirements:

• Dependant on role

• As described above

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Employer of Choice

RBC is:

1. Diverse – Leveraging and celebrating a diverse workforce. Adopted new technology and evolved new ways of doing business in a global marketplace.

2. Growth-Oriented - Experienced tremendous growth and have embraced change since 1869. A leader in technology, RBC was the first Canadian bank to offer information on the Web and introduced North America's first wireless banking service.

3. Focused on Total Rewards – Positions designed on a total rewards approach; Competitive pay, continuous learning, opportunities for career development, performance-based reward and recognition and flexible benefits.

4. Socially and Environmentally Responsible - An important measure of an organization's commitment to the communities in which it conducts business. Demonstrated through charitable donations, sponsorships, in addition to supporting the volunteer efforts of our employees. We have formalized our commitment to environmental sustainability.

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Thank You