Royal Bank of Canada

Senior Team Leader - Flex Team ( Assignment 12 Month )

Royal Bank of Canada • $90K — $110K *
Toronto, ON M3C 0E3In-Person
Business Services
Less than 5 years of experience
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Job Overview by Ladders

Qualifications

  • 5-7 years of leadership experience in client operations or a similar role.
  • Strong coaching and employee development skills.
  • Excellent communication and collaboration abilities.
  • Proficiency in managing team performance in a fast-paced environment.
  • Ability to adapt to change and work under pressure.
  • Commitment to a structured schedule with flexibility as needed.

Responsibilities

  • Manage a team of over 20 individuals, focusing on coaching and development.
  • Evaluate team performance based on Service Level Agreements and feedback.
  • Lead by example, fostering a positive workplace atmosphere.
  • Establish individual goals and facilitate career development for team members.
  • Identify and implement solutions to recurring service issues.
  • Communicate effectively with team members and service collaborators.
  • Support the rollout of new initiatives through testing and training.

Benefits

  • Opportunity to have a lasting impact on clients.
  • Work within a dynamic and high-performing team environment.
Full Job Description
Job Description

Please note that this role is available in Toronto. Employees will be required to work in office at YMC as per PCO guidelines.

What is the role?

You will manage a team in the Centralized Flex group that includes Centralized FLEX agents who cover a variety of teams withing CBCO. You will provide quality leadership within Canadian Banking Client Operations, with a focus on achieving an enhanced client experience by meeting or exceeding established service quality standards. You will focus on overall effectiveness of the team through quality coaching and feedback, talent management, quality, accuracy and efficiency of the fulfillment/servicing processes and overall unit/team operations. You will lead, develop and maintain applicable product and process knowledge for the team and provide a clear line of sight for the client experience, while ensuring adherence to operational risk, compliance and AML requirements.

What will you do?
  • Responsible for managing a team of approximately 20+ people with a focus on coaching, continuous personal development, and teamwork.
  • Responsible for overall team results as measured through established Service Level Agreements and employee and customer surveys.
  • Lead by example, demonstrates the Leadership Model behaviors and fosters a positive and productive work environment on a daily basis.
  • Lead focused efforts in establishing individual goals, leading performance enablement, supporting employee development, career coaching and rewarding strong performance.
  • Demonstrates collaboration and uses effective communication with employees, colleagues and service partners.
  • Proactively identify and recommend solutions to recurring errors and service gaps, acting as a referral point.
  • Proactively assesses obstacles and identifies opportunities to improve overall team performance.
  • Support implementation of new initiatives through testing and training, while leading Coaching Routines and providing feedback to reinforce the consistent use of "client first" principles.


What will you need to succeed?

Must - Have:
  • Commitment and ability to follow a regular work schedule from 9am to 5pm Monday to Friday while being flexible occasionally based on the opening hours of the departments namely 8am to 6pm Monday to Friday
  • Demonstrated leadership skills, including coaching and developing employees.
  • Desire to make a difference and have a positive impact on employees.
  • Strong communication and collaboration skills.
  • Ability to work under pressure and adapt quickly to changes.
  • Good organizational and time management skills to work in a fast-paced environment.


Nice to Have:
  • Bilingualism (English and French) preferred, as you will regularly do business with partners across Canada.


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 information 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 on our clients
  • Work in a dynamic, collaborative, progressive, and high-performing team


Job Skills

Additional Job Details

Address:

YORK MILLS CENTRE, 10 YORK MILLS RD: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:

2026-05-20

Application Deadline:

2026-07-01
Note: Applications will be accepted until 11:59 PM on the day prior to the application deadline date above

About Royal Bank of Canada

Royal Bank of Canada Careers

Join the dynamic team at Royal Bank of Canada (RBC), a global leader in financial services and a company committed to excellence and innovation. At RBC, we offer a wide range of job opportunities that empower professionals to shape their career paths with leadership, diversity training, and continuous growth.

Work You’ll Do

At Royal Bank of Canada, we are not just hiring; we are building a culture of innovation and leadership. Our team members are at the forefront of the financial industry, driving transformation and delivering targeted solutions that meet the evolving needs of our clients and communities.

Explore Job Opportunities and Employment at RBC

Whether you are starting your career or looking to take it to the next level, RBC offers positions that challenge your skills and fuel your ambition. From entry-level positions to leadership roles, our job opportunities span across various functions and regions. Join us and be part of a team that values professional growth and diversity.

Internship and Professional Development

Kickstart your career with an internship at Royal Bank of Canada. Our internships provide invaluable hands-on experience, networking opportunities, and insights into the financial services industry. Interns at RBC gain the skills necessary to excel and are often considered for full-time positions within the company.

Benefits and Culture

At RBC, we prioritize the well-being and satisfaction of our employees. Our benefits package is designed to support our team members at every stage of their life and career. RBC’s culture is built on a foundation of respect, integrity, and responsibility, fostering an environment where everyone can thrive.

Career Growth and Innovation

We believe in nurturing the potential of our employees through continuous learning and career development programs. At RBC, you will find endless opportunities to grow professionally through on-the-job experiences, formal training programs, and leadership development initiatives. Our commitment to innovation means we are constantly seeking out new ideas and perspectives, making RBC a perfect place for those who aim to lead and innovate.

Diversity and Inclusion

Diversity is our strength. At Royal Bank of Canada, we are committed to building an inclusive workplace where every employee feels valued and respected. Our diversity training programs are designed to educate and inspire, creating a more inclusive and equitable workplace.

Join Our Team

Search open positions that match your skills and interests. We look for passionate, curious, creative, and solution-driven team players. Start your journey with RBC today and be part of a world-class team known for its commitment to client service, community involvement, and innovation.

Stay Connected

Keep up to date with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work here at Royal Bank of Canada.

Job Alert Emails

Personalize your subscription to receive job alerts, latest news, and insider tips tailored to your preferences. Discover the exciting and rewarding career opportunities awaiting you at RBC. Explore the possibilities with Royal Bank of Canada, where your future is filled with potential and the path to success is paved with countless opportunities for professional and personal growth. Join us and shape not just your career but the future of the financial industry.
Learn more about Royal Bank of Canada
Size
86,007 employees
Market Cap
$130.3 billion
Industry
Finance & Insurance
5 Year Trend
+8.7%
NASDAQ
RY
* Ladders Estimates

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