Senior Director, Cash Services - Technology & Enterprise Operations

RBC•Toronto, ON

2d•Onsite

About The Position

As Senior Director, Cash Services, Technology and Enterprise Operations (TEO), you will lead a team of over 400 employees located in 9 centres across the country. Operating in a high-visibility, fast-paced environment, you will lead and develop a strategic vision for the cash services team. This team provides essential services to PB and CB and OFIs in cash supply to branches and ATMs and client deposit processing. You will drive operational excellence, strategic enablement, employee engagement, client experience and risk mitigation across Cash Services. In addition, you will be responsible for third party relationships and associated contracts supporting the business, such as Armoured Cars, BoC, Mint, BoA. We are seeking an experienced and strategic leader and trusted strategic advisor to PB/CB partners. You will lead and partner on strategic initiatives, with a focus on enhancing the client experience, enhancing productivity, and maximizing financial performance.

Requirements

Large people management experience and proven employee engagement score
Capability of handling complex issues, balancing strategic thinking and tactical execution skills
Exceptional Change Leadership skills with ability to navigate organizational dynamics
Strong partnering and collaboration skills with both internal and external stakeholders and clients
Distribution and/or Operations experience within a banking or financial services environment
Demonstrated capability to translate operational strategy into measurable results
Willingness to travel up to 25% domestically

Nice To Haves

Minimum 10 years of relevant professional banking experience, including people management
Graduate-level education, MBA, or equivalent

Responsibilities

Provide strategic leadership and vision to Cash Services ensuring alignment with T&O and TEO strategies, priorities, and goals.
Lead operational excellence within the cash centres through partnering with Operations and Process Engineering team (OPE) on process engineering and redesign opportunities.
Lead Workforce Management discipline focused on employee productivity, employee capability and aligning resource supply to demand.
Lead Practice Management Routines and enhance coaching, leader enablement, and employee engagement.
Identify and execute opportunities and solutions to simplify, eliminate, and automate activities within Cash Services.
Partner with Capital Markets on business expansion opportunities with OFIs and building strong relationships with OFI clients.
Lead innovation through the implementation of AI and automation opportunities across cash services.
Responsible for physical premises and security management in partnership with CBRE.
Trusted advisor to PB/CB partners to effectively deliver strategic initiatives focused on driving efficiency and effectiveness of operations activities, as well as operational oversight.
Develop comprehensive risk management framework, establish key risk indicators, ensure regulatory compliance (AML/CFT, cash handling standards), and oversee third-party risk assessments for critical vendors.
Partner with risk in the design and maintenance of effective controls over cash operations, lead control testing results across 9 centres and partner with Risk/Internal Audit on remediation.
Strong coaching and leadership acumen with demonstrated ability to develop talent, build high-performing teams, and lead through others to achieve operational excellence.