Bilingual Senior Manager, Operations Enablement Specialist

You will lead strategic operational enablement initiatives across Commercial Banking Operations (CBO) Centres. You will drive complex escalation resolutions, champion National Office change enablement and build organizational capability through data-driven insights and strategic coaching. You will oversee a diverse team of Operations Enablement Specialists and Senior Operations Enablement Specialists, and foster a culture of continuous improvement and operational excellence by partnering collaboratively with cross-functional leaders and stakeholders, to optimize business operations, while enhancing the client experience. You will define strategic direction for operations centre support, ensuring alignment across service delivery, compliance, organizational effectiveness and superior quality and consistency, while championing the adoption of transformational initiatives. You will demonstrate our collective ambition and inspire your team to achieve sustained business performance and competitive advantage.

Bridge strategy and execution, translating high-level priorities into practical, measurable actions and develop comprehensive team data and insights to drive operational decision-making

Analyze escalations and floor support data to identify patterns, gaps, and opportunities for continuous improvement, and oversee the management of FTE, Employee Engagement budget and reporting

Guide the Operations Enablement teams to enable self-serving efficiencies within CBO to optimize business operations

Lead and manage complex escalations, demonstrate resolution skills to minimize handoffs and resolve client issues at first contact

Build, execute, and coach action plans to optimize team contribution and performance and champion coaching routines to provide quality feedback to reinforce accurate and efficient responses

Support identification of opportunities and gaps in client experience performance, creating targeted action plans, and champion OPEN routines and effective feedback to enhance employee capability

Recruit, retain, and motivate top talent to support succession planning, and ensure team skills, knowledge, and accreditations remain current and aligned with business needs

Act as a Change Advocate, championing organizational change initiatives and continuous improvement efforts, and lead change communication and adoption, creating awareness of the need for change and enabling team capability

Knowledge of the Commercial Banking Operations landscape and Function Units

Undergraduate degree, MBA/graduate degree

Project Management Professional Designation

Certified Data Analyst or Business Intelligence Certification

Lean Six Sigma (Green or Black Blet)

We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to help our clients thrive and communities prosper. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.

Ability to make a difference and lasting impact

Work with a dynamic and supportive team

Job Skills

Additional Job Details

At RBC, we are guided by living shared values of Client First, Integrity, Collaboration, Respect and Excellence and winning together as One RBC. We believe an inclusive workplace that has diverse perspectives is core to our continued growth as one of the largest and most successful banks in the world. Maintaining a workplace where our employees feel supported to perform at their best, effectively collaborate, drive innovation, and grow professionally helps to bring our Purpose to life and create value for our clients and communities. RBC strives to deliver this through policies and programs intended to foster a workplace based on respect, belonging and opportunity for all.

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