Job DescriptionWhat is the opportunity?You will lead strategic operational enablement initiatives across Commercial Banking Operations (CBO) Centres. You will drive complex escalation resolutions, champion National Office change enablement and build organizational capability through data-driven insights and strategic coaching. You will oversee a diverse team of Operations Enablement Specialists and Senior Operations Enablement Specialists, and foster a culture of continuous improvement and operational excellence by partnering collaboratively with cross-functional leaders and stakeholders, to optimize business operations, while enhancing the client experience. You will define strategic direction for operations centre support, ensuring alignment across service delivery, compliance, organizational effectiveness and superior quality and consistency, while championing the adoption of transformational initiatives. You will demonstrate our collective ambition and inspire your team to achieve sustained business performance and competitive advantage.
What will you do?- Bridge strategy and execution, translating high-level priorities into practical, measurable actions and develop comprehensive team data and insights to drive operational decision-making
- Analyze escalations and floor support data to identify patterns, gaps, and opportunities for continuous improvement, and oversee the management of FTE, Employee Engagement budget and reporting
- Guide the Operations Enablement teams to enable self-serving efficiencies within CBO to optimize business operations
- Lead and manage complex escalations, demonstrate resolution skills to minimize handoffs and resolve client issues at first contact
- Build, execute, and coach action plans to optimize team contribution and performance and champion coaching routines to provide quality feedback to reinforce accurate and efficient responses
- Support identification of opportunities and gaps in client experience performance, creating targeted action plans, and champion OPEN routines and effective feedback to enhance employee capability
- Recruit, retain, and motivate top talent to support succession planning, and ensure team skills, knowledge, and accreditations remain current and aligned with business needs
- Act as a Change Advocate, championing organizational change initiatives and continuous improvement efforts, and lead change communication and adoption, creating awareness of the need for change and enabling team capability
What you need to succeed?Must-have:- 5+ years' people management experience, within a banking operations environment
- Ability to define vision and drive organizational alignment across multiple functions
- Bilingualism (English and French) required, as you will regularly do business with RBC partners and/or employees across Canada with English and French speaking needs
- Proven background in handling complex multi-layered client escalations
- Stakeholder Influence and Management driving alignment across diverse teams
- Communication Excellence, and ability to deliver clear and compelling communication across all organizational levels
- Advanced Data Analytics & Interpretation with the ability to translate data into actional business insights
- Comfortable with ambiguity, and ability to take ownership to provide solutions with a high level of initiative and motivation
- Strong problem-solving skills, with keen attention to detail
- Continuous Improvement Mindset, fostering innovation
Nice-to-have:- Knowledge of the Commercial Banking Operations landscape and Function Units
- Undergraduate degree, MBA/graduate degree
- Project Management Professional Designation
- Certified Data Analyst or Business Intelligence Certification
- Lean Six Sigma (Green or Black Blet)
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.
- Ability to make a difference and lasting impact
- Work with a dynamic and supportive team
Job SkillsBanking Operations, English Language, French Language, People Leadership
Additional Job DetailsAddress:RBC WATERPARK PLACE, 88 QUEENS QUAY W:TORONTO
City:Toronto
Country:Canada
Work hours/week:37.5
Employment Type:Full time
Platform:PERSONAL & COMMERCIAL BANKING
Job Type:Regular
Pay Type:Salaried
Posted Date:2026-08-18
Application Deadline:2026-09-01
Note: Applications will be accepted until 11:59 PM on the day prior to the application deadline date above
