Senior Manager, Operations Enablement Support (OES) & Flex

RBC•Toronto, ON

2d•Onsite

About The Position

This role is a key member of the Personal Banking Operations Centre’s (PBO) Senior Management Team (SMT), responsible for achieving superior business performance and supporting a "best in class" Enablement team of Operations Enablement Specialists and Centralized FLEX. The position involves defining strategic direction for operations center support in partnership with the Senior Management Team, Center Leaders, OE&I, OET, and National Office. The role has national responsibility for leading, overseeing, and participating in pan-centre initiatives impacting center operations, service level agreements, and client experience. Responsibilities include overall quality of leadership and management through floor support, complex 2nd level escalations, and National Office Initiatives. Reporting to the Senior Director, Strategic Enablement Personal Banking, PBO, the individual will be a leader within PBO, acting as a role model for the collective ambition and Blueprint model.

Requirements

5+ years of leading people, projects and initiatives which impact many teams
Strong knowledge of RBC’s Business and Functional Units (investments, personal deposits, and payments)
Strategic mindset and project management skills
Proven background in Canadian Banking Operations
Strong written and verbal communications skills
Ability to work with confidence with all levels of employees
Advanced data analytics skills (conduct analysis, derive insights and make recommendations)
Ability to create business cases to support recommended solutions
Comfortable with ambiguity, takes ownership to provide solutions with a high level of initiative and motivation
Strong problem-solving skills, with keen attention to detail
Advanced MS Office skills (Word, Excel, PowerPoint) and Tembo Social

Nice To Haves

Undergraduate degree, MBA/graduate degree

Responsibilities

Assist the SMT to develop yearly operations strategy
Focus on enablement, quality, and performance optimization
Bridge strategy and execution — translating high-level priorities into practical, measurable actions that teams can deliver on confidently
Analyze client, operational performance, employee measures provide insights and opportunities to improve operations service levels, and employee engagement
Act as key point of contact for National Office, OPO, and HR-Early Talent for pan-centre strategic initiatives
Use data to identify opportunities, develop strategies to improve client service levels, employee development, and Skill development and support
Lead the implementation of approved client service and employee engagement opportunities
Scan the internal and external competitive environment, engage, and collaborate with partners to understand current state to drive an improved user experience (for clients and employees)
Oversee the management of FTE, Employee Engagement budget and reporting
Support Centre team in managing Centralized FLEX staffing program which provides temporary FTE peak, burndowns, backlogs and increase of Volumes
Guide the Operations Enablement Specialist leadership team to enable self-serving efficiencies within PBO to optimize business operations
Establish consistent routines and tools to support the mandate, the Centre Support team, and the SMT
Lead with a balance of operational rigor, people development, and future-focused thinking, always ensuring that client experience, risk discipline, and employee engagement move forward together