Manager, Process Owner CMO

RBC•Toronto, ON

1d•Onsite

About The Position

The Manager Process Owner is responsible to deliver strategic insights to Lines of Business and Partners, optimize and transform operational processes through Operation strategic initiatives with a risk mitigation mindset. You are responsible for the design, maintenance, and continuous improvement of business processes.

Requirements

5+ years of experience
Strong process mapping/documentation experience
Risk identification and control design experience
Stakeholder management across LOB and Operations teams

Nice To Haves

Familiarity with AI/automation tools as improvement levers
Change management training/certification
Banking experience

Responsibilities

Work with LOB departments to understand the Line of business goals and develop new ideas to improve productivity and enhance the experience for clients and employees.
Resolve problems and issues in a timely and effective manner, using data and analysis to identify root causes and implement solutions.
Identify and assess potential risks to processes and develop and implement plans/controls to mitigate or manage them, ensuring the protection of the client experience.
Underpinned by maintaining strong knowledge of Operations, technology systems and process mapping and controls to deliver an exceptional implementation and integrated client experience.
Process Definition and Documentation: Define, document, and maintain the process, including its scope, objectives, and key performance indicators (KPIs).
Process Improvement: Identify opportunities for process improvements and implement changes to increase efficiency, reduce waste, and enhance overall performance.
Process Governance: Ensure that the process execution is in accordance with established policies, procedures, and standards, and all stakeholders are aware of their roles and responsibilities.
Identify opportunities for efficiencies, including optimization and transformation through more effective use of enablers/ levers around AI and automation.
Strategic operational advisor to line of business, with focus on E2E operational process and efficiency across the client life cycle.
Develop change management training for Centers
Underpinned by maintaining strong knowledge of Operations, technology systems and process mapping and controls to deliver an exceptional implementation and integrated client experience.
Primary contact between LOB and Operations groups for escalations and support of fulfilment teams within FSS/PTO/CMO/PPOC
Provide LOB with advice and operational insights based on review of KPIs/data.
Responsible for risk identification evaluation, continuous monitoring, effective controls, and escalation disciplines are in place to mitigate reputational, financial, and operational risk.
Support IT on building test cases, validation and sign off on testing for new technology and enhancements.
Track and analyze process performance metrics, such as cycle time, throughput, and quality, to identify trends and areas for improvement.
Monitor activities designed to prevent or mitigate the impact and/or the likelihood of an identified risks.
Identify areas for improvement and implement changes to increase efficiency, reduce costs, and enhance quality.
Ability to review an E2E Process to identify and define issues, understand root causes of process failure, understand the impacts of process failure, and propose meaningful changes with a business case.
Ability to prioritize improvement opportunities for greatest impact, based on continuous oversight of quality, escalations, and stakeholder feedback.
Understand the regulations that impact the business processes, incorporate steps to ensure regulations are met, and maintain routines with LOB partners to have line of sight on future impacts

Benefits

bonuses
flexible benefits
competitive compensation
commissions
stock where applicable
Leaders who support your development through coaching and managing opportunities
Ability to make a difference and lasting impact
Work in a dynamic, collaborative, progressive and high-performing team
Flexible work/life balance options
Opportunities to do challenging work
Opportunities to take on progressively greater accountabilities
Access to a variety of job opportunities across business and geographies WMUS