STRICTLY PRIVATE & CONFIDENTIAL Session: Putting it all together Michael Hayden RBC Recruitment & Learning March 11, 2008

2 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

3 RBC: A Growing Workforce 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

4 Candidate Attraction: A Constant Need

5 Age and Role Distribution 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.

6 Generations

7 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.

8 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

9 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 s.

10 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.

11 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

12 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

13 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 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.

14 Thank You