Job Description

Please note that this role is available in Montreal and Toronto. Employees within commutable distance of a Centre will be required to work according to PBO 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 within PBO. 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.
• Coach, develop and work with each employees to attain the PBO Utilization and productivity standard requirement and in line with our strategic goals.
• 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.
• Implement and adhere to our Blueprint Model with Impact - Precision and Pace

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 department namely 8am to 8pm Monday to Friday
• Demonstrate Strong 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.
• In this role, you will communicate and interact frequently with RBC partners and/or employees located across Canada and/or worldwide.

Nice to Have:
• Bilingualism (English and French)

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:

2026-07-03

Application Deadline:

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