Manager, Operation Process Optimization

🕒 4 days ago

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RBC

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10,000+ employees

Royal Bank of Canada is a global financial institution with a purpose-driven, principles-led approach to delivering leading performance. Our success comes from the 94,000+ employees who leverage their imaginations and insights to bring our vision, values and strategy to life so we can help our clients thrive and communities prosper. As Canada's biggest bank and one of the largest in the world, based on market capitalization, we have a diversified business model with a focus on innovation and providing exceptional experiences to our more than 17 million clients in Canada, the U.S. and 27 other countries. Learn more at rbc.com.

📋 Description

• Act as a strategic operational advisor to the Line of Business (LOB), with a focus on optimizing end-to-end operational processes to deliver seamless and efficient outcomes • Be responsible for overseeing Center SLA performance and collaborating cross-functional teams to proactively address and resolve SLA adherence issues • Be accountable for relationship between LOB (Line of Business) and Operations groups / Primary contact point • Be responsible for delivery/ creation and support of fulfilment processes within Personal Banking Ops, Advice Center, Branch and Offshore teams • Provide LOB with advice and operational insights based on review of SLAs/KPIs/data, ownership of process scorecards • Partner with LOBs to establish, review, and refine SLAs, ensuring alignment with strategic goals and operational capabilities • Translate LOB strategy into clear operational requirements, collaborating with Initiative & Implementation teams to execute and deliver on objectives • Conduct analysis and collaborate across Operations and LOB groups to identify and build cases for transformation opportunities, with emphasis on initiatives to improve the client experience and streamline/simplify/digitize/automate fulfillment processes • Partner with CBCO and Cognizant and support payments initiatives across Personal Deposit, with some overlapping of Business processes • Work closely with risk partners to identify, and address operational risks, identify areas needing controls and create those controls ensuring timely mitigation and process integrity • Partner with cross-functional teams to support remediation initiatives, ensuring effective issue resolution and long-term process improvements • Execute strong routines with Operations Strategic Enablement / Process Control partners to create effective feedback loop and management of controls for ongoing processes • Utilize data to make informed decisions, identify trends and create appropriate action plans • Recognize the business complexity and make trade-off decisions to prioritize appropriate actions to achieve short-and long-term objectives

🎯 Requirements

• Ability to maintain a well-documented end to end process • Skills to ensure the critical data elements are known and reported correctly in source systems through well-defined procedures (Volumes, APT, SLA, Quality of Work, Incoming Quality, etc.) • Experience in activities designed to prevent or mitigate the impact and/or the likelihood of an identified risk • 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 • Based on continuous oversight of quality, escalations and stakeholder feedback ability to prioritize improvement opportunities for greatest impact • Understands the regulations that impact the business processes, incorporates steps to ensure regulations are met, and maintains routines with LOB partners to have line of sight on future impacts • Demonstrated collaboration skills and working in partnerships to create positive outcomes • Strategic Mindset - ability to think strategically, integrate information from multiple sources, synthesize issues and problem solving • Excellent verbal & written communication skills and ability to influence change • Passion for data and problem-solving, a proactive and inquisitive nature, and the ability to challenge current practices while leveraging AI to drive innovation and efficiency • Nice-to-have: Proficiency in Excel and data interpretation

🏖️ Benefits

• Work with a great and supportive team • Opportunities to do challenging work