What is the opportunity?

As a Senior Manager, Private Banking Operations, you will lead a large team within a centralized fulfillment and servicing centre. You will operationalize client care strategies, driving process optimization, and oversee the successful execution and integration of new initiatives. You will play a critical role in advancing strategic pillars of Private Banking Operations by leading transformational initiatives, supporting continuous improvement and ensuring operational excellence. As a people leader, you will foster a high-performance culture through effective talent management, coaching, and capability development, while promoting engagement and alignment with business priorities.

What will you do?

• Champion a culture of first-contact resolution, driving service quality standards to deliver best-in-class client experience, and lead efforts to address client escalations using applicable problem resolution tracking and reporting mechanisms to identify trends and solutions.
• Analyze resource needs and business priorities to make data-driven decisions, ensuring operational stability and effective work allocation across assigned capacity plan groups
• Action escalation and high-impact client issues, ensuring timely and precise resolution, and collaborate with appropriate stakeholders to address complex situation and implement action plan to mitigate future impacts
• Responsible to process monitor, focusing on key process KPIs (SLAs, cycle times, incoming/outgoing quality, volume trending, top reasons for out of orders, etc.) and management of key process scorecards
• Ensure tracking of key metrics, including volumes, processing times, and resource availability, employee schedules, planned shrinkage and staff movements, to inform decision-making and optimize operations
• Responsible for department operational risk, coaching team to take action to close gaps identified, meet budget commitments and demonstrate strong decision making, ensuring a balanced approached to shareholder risk and client experience
• Utilizes strong knowledge and experience of team’s complex products/processes and services to ensure employees apply all due diligence in all transactions in accordance with Bank policies and data integrity
• Ensure employees maximize use of technology and tools available and are using efficient and effective process navigation paths

What do you need to succeed?

Must-have

• 7+ years of management and operations experience within the banking industry
• Solid experience in leading and managing a team
• Agile practices and project management experience
• Critical, strategic and analytical thinker, with strong business acumen, organizational awareness and a keen execution ability
• Strong leadership, facilitation, negotiation, and communication skills (verbal & written)
• Ability to tell a story and help the audience visualize value propositions, new strategies and data-driven decision making
• Change leadership and change management capabilities, and ability to work effectively in a fast-paced environment
• Comfortable in a position affording visibility and interface with senior leadership/executive
• Strong organizational skills and ability to prioritize workloads effectively

Nice to have

• Private Banking and Commercial Banking knowledge
• Credit underwriting/adjudication experience

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.

• Continued career advancement opportunities
• Exposure to strong mentorship and leadership examples
• A comprehensive Total Rewards Program including bonuses and flexible benefits
• Ability to make a difference and lasting impact
• Work in a dynamic, collaborative, and high-performing environment

Job Skills

Coaching Others, Communication, Confidentiality, Decision Making, Detail-Oriented, Information Capture, Process Management, Quality Management, Risk Management, Standard Operating Procedure (SOP)

Additional Job Details

MEADOWVALE BUSINESS PARK, 6880 FINANCIAL DR:MISSISSAUGAMISSISSAUGACanada37.5Full timePERSONAL & COMMERCIAL BANKINGRegularSalaried2025-05-262025-06-06

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

Inclusion and Equal Opportunity Employment

At RBC, we believe an inclusive workplace that has diverse perspectives is core to our continued growth as one of the largest and most successful banks in the world. Maintaining a workplace where our employees feel supported to perform at their best, effectively collaborate, drive innovation, and grow professionally helps to bring our Purpose to life and create value for our clients and communities. RBC strives to deliver this through policies and programs intended to foster a workplace based on respect, belonging and opportunity for all.