Job DescriptionWhat's the opportunity?You will act as a key member of Personal Banking Operations Centre's (PBO) Senior Management Team (SMT) in achieving superior business performance, supporting a "best in class" Enablement team of Operations Enablement Specialists and Centralized FLEX. By partnering with the Senior Management Team, you will define the strategic direction for operations center support including partnering with Center Leaders, OE&I, OET, and National Office. You will also have national responsibility for leading, overseeing and participating in a variety of pan-centre initiatives impacting the center operation, service level agreements and client experience. You will be responsible for overall quality of leadership and management through floor support, complex 2nd level escalations, and National Office Initiatives. Reporting to the Senior Director, Strategic Enablement Personal Banking, PBO, you will be seen as a leader within PBO, acting as a role model for our collective ambition and our Blueprint model.
What will you do?- Assist the SMT to develop yearly operations strategy
- Focus on enablement, quality, and performance optimization
- Bridge strategy and execution - translating high-level priorities into practical, measurable actions that teams can deliver on confidently
- Analyze client, operational performance, employee measures provide insights and opportunities to improve operations service levels, and employee engagement
- Act as key point of contact for National Office, OPO, and HR-Early Talent for pan-centre strategic initiatives
- Use data to identify opportunities, develop strategies to improve client service levels, employee development, and Skill development and support
- Lead the implementation of approved client service and employee engagement opportunities
- Scan the internal and external competitive environment, engage, and collaborate with partners to understand current state to drive an improved user experience (for clients and employees)
- Oversee the management of FTE, Employee Engagement budget and reporting
- Support Centre team in managing Centralized FLEX staffing program which provides temporary FTE peak, burndowns, backlogs and increase of Volumes
- Guide the Operations Enablement Specialist leadership team to enable self-serving efficiencies within PBO to optimize business operations
- Establish consistent routines and tools to support the mandate, the Centre Support team, and the SMT
- Lead with a balance of operational rigor, people development, and future-focused thinking, always ensuring that client experience, risk discipline, and employee engagement move forward together
What you need to succeed?Must-have:- 5+ years of leading people, projects and initiatives which impact many teams
- Strong knowledge of RBC's Business and Functional Units (investments, personal deposits, and payments)
- Strategic mindset and project management skills
- Proven background in Canadian Banking Operations
- Strong written and verbal communications skills
- Ability to work with confidence with all levels of employees
- Advanced data analytics skills (conduct analysis, derive insights and make recommendations)
- Ability to create business cases to support recommended solutions
- Comfortable with ambiguity, takes ownership to provide solutions with a high level of initiative and motivation
- Strong problem-solving skills, with keen attention to detail
- Advanced MS Office skills (Word, Excel, PowerPoint) and Tembo Social
Nice-to-have:- Undergraduate degree, MBA/graduate degree
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
- Ability to gain deep insight into the running of a large operations teams which support multiple client types
- Ability to network and create relationships within Canadian Banking Operations
- Opportunity to work directly with senior leaders within Canadian Banking Centre Operations
- Opportunity to take on progressively greater accountabilities
- A comprehensive Total Rewards Program
- Leaders who support your development
Job SkillsAdaptability, Decision Making, Detail-Oriented, Group Problem Solving, Interpersonal Relationship Management, Long Term Planning, Operational Delivery, Time Management
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:2026-06-30
Application Deadline:2026-07-16
Note: Applications will be accepted until 11:59 PM on the day prior to the application deadline date above
