Senior Director, Operations Excellence

RBC•Mississauga, ON

8d•Onsite

About The Position

The Senior Director, Operations Excellence is responsible for leading Operational Excellence and Modernization initiatives with a strong focus on execution across the Client Acquisition and Services teams to deliver exceptional client experience. This role involves leading a diverse team of professionals in process design, process excellence, and process ownership to identify, influence, and deliver operational benefits. The incumbent will ensure operational processes run efficiently using effective levers, resulting in a scalable service model aligned with business growth objectives and NIAT goals, while adhering to regulatory standards and compliance policies. The position also involves influencing strategic direction for future operations initiatives and requires strong knowledge of Insurance and demonstrated experience in driving change in end-to-end processes, along with a strategic mindset.

Requirements

12+ years of financial services experience
Deep industry expertise to navigate complex operational and strategic challenges in banking/insurance
Understanding of insurance-specific financial metrics, risk management, and regulatory frameworks to drive profitability and compliance
Track record of leading cross-functional teams, influencing stakeholders, and driving organizational alignment with strategic goals
Demonstrated ability to design, implement, and sustain large-scale operational transformations (e.g., process optimization, digital initiatives)
Established credibility in fostering collaborative relationships with internal teams and external vendors to ensure alignment and accountability
University degree and/or relevant post-graduate qualification

Nice To Haves

Change Management certification
Ability to connect operational initiatives to long-term business objectives and anticipate industry trends
Proven focus on enhancing client experience through process improvements or service excellence
Track record of fostering cross-functional partnerships to drive shared goals

Responsibilities

Drive operational transformation and excellence, aligning with platform objectives and embedding continuous improvement into the Operations Culture
Lead change management to ensure operational excellence becomes integral to the culture, empowering leaders and employees to align with CAS Strategy and business goals
Lead end-to-end operational process optimization through initiatives like Lantern and Mango, ensuring annual efficiencies across all LOBs
Recommend KPIs for expense management, ensuring processes operate within target unit costs and driving continuous improvement
Work with Operational leaders, Product Management, Corporate Underwriting, and other partners to ensure process alignment, meet KPIs, and maintain strategic alignment
Lead transformation and re-imagine initiatives, recommend efficiency-driven projects, and oversee vendor relationships and digital initiatives to ensure expected benefits
Partner with Compliance and Insurance Risk Management to build a superior risk framework, identify risks, and implement mitigating strategies for operational risks

Benefits

Developing new skills, opportunities to innovate and grow
Modern and comprehensive benefits
Flexibility to enjoy the moments that matter
Working with an award-winning team
A comprehensive Total Rewards package that prioritizes your overall wellbeing, including flexible and modern benefits, competitive compensation and stock options
Work where you belong as part of a supportive, inclusive team and company that celebrate your unique perspectives, background and experience and want you to bring your whole self to work, every day.
Leaders who are invested in your success and provide opportunities to learn, to grow and to try new things.
Develop new skills, sharpen existing ones and explore paths you never knew existed with a host of learning programs and tools designed to support you in every phase of your career.
Flexible work arrangements and leaders who support your needs—both personal and professional.
An opportunity to have real impact on the lives of our clients and the communities you serve.