Head of Operations Excellence

RBC • Jersey City, NJ

1d • Onsite

About The Position

The Head of Operations Excellence serves as the Transaction Services efficiency and assurance function for operational process adherence and consistency across the organization. This role is responsible for ensuring that operational teams follow established processes, documenting procedural developments and changes, and maintaining consistency in how processes are executed across all departments in line with Compliance, Regulation, and Risk requirements. Working in close partnership with Risk teams on control framework matters, this leadership position focuses on process compliance, metric standardization, and documentation to ensure organizational integrity and operational consistency.

Requirements

• Minimum of a degree-level qualification or an equivalent credential
• 10+ years of relevant experience in Capital Markets
• Strong people leadership skills to manage, motivate and inspire a workforce
• Strong change management understanding to support the evolving nature of change related to business and regulatory requirements as applicable
• Strategic thinker who can articulate a vision and bring it to life
• Excellent communication and interpersonal abilities to effectively liaise with diverse teams and clients
• Strong PC skills (E.g. Microsoft Excel, Outlook, PowerPoint etc.)
• Proven leadership experience in Capital Markets with a focus on Operations
• Strong strategic thinking, problem-solving, and decision-making skills
• Builds and matures relationships across the organization; high level of client focus
• Strong written and presentation skills, crucial for effectively communicating performance metrics, issues, and updates to stakeholders at all levels, with a particular focus on senior leaders

Nice To Haves

• Formal qualification at graduate or post graduate level

Responsibilities

• Monitor and proactively track operational teams to ensure adherence to established procedures and processes, conducting regular assessments to identify deviations or non-compliance while providing positive coaching to drive behavioral change.
• Document all process changes, improvements, and new developments across the organization, maintaining a centralized repository of current procedures and ensuring all teams have access to the most up-to-date documentation.
• Investigate process deviations, compliance gaps, and procedural failures to understand root causes and recommend corrective actions.
• Standardize processes across teams and departments, identifying inconsistencies in how similar work is performed and developing solutions to create uniformity where appropriate.
• Serve as the authority on what the "correct" process is, providing clarification to teams and helping resolve disputes about proper procedures.
• Collaborate closely with Risk teams, ensuring the organization follows the processes that the control framework requires, feeding back observations about what's working and what isn't.
• Prepare regular reporting to senior leadership on process compliance, identified deviations, and standardization initiatives, escalating significant breaches appropriately.
• Develop training materials and guidance on proper procedures, communicate process updates organization-wide, and support teams in implementing procedural changes.
• Be available for and support all internal and external audits and regulatory reviews.
• Working closely with QTS, support all review and data metrics activities by providing documentation of how processes are actually being executed versus how they're documented, identifying gaps and opportunities for improvement.
• Serve as a liaison to Compliance and senior leadership to ensure standards are maintained and remain the core focus of the operations team, while also identifying where manual controls can be reduced through process optimization or automation.
• Work with various enablement teams to identify technology opportunities and ensure process improvements support organizational scalability and KPI achievement.

Benefits

• A comprehensive Total Rewards Program including bonuses and flexible benefits
• Competitive compensation
• Leaders who support your development through coaching and managing opportunities
• Work in a dynamic, collaborative, progressive, and high-performing team
• Opportunities to do challenging work
• Flexible work/life balance options

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree