Bilingual Senior Manager, Operations Enablement Specialist

RBC•Montreal, QC

3d•Onsite

About The Position

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.

Requirements

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 Haves

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)

Responsibilities

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