Manager, Operation Process Optimization

Job Description

As Manager, Operation Process Optimization, you will deliver strategic insights to lines of business and PCO partners. The role is a key part in optimizing and transforming operational processes, based on a unique end‑to‑view of rework and costs. You will have a primary focus on the payments portfolio and influence front and back‑end process design to improve client experience and increase efficiency. This position enables digitization and digital network transformation strategies through increased automation and straight‑through processing.

Our vision is to be the strategic advisor, key partner, and thought leader in the delivery of RBC solutions to our clients. Our mission is to ensure an exceptional client and employee experience in the design and implementation of processes and to proactively identify and drive opportunities, using AI, data and insights that will transform how we deliver to our clients.

Note: This role is available nationally and requires on‑premise presence 4 times per week with 1 flex day to work from home.

What will you do?

• Act as a strategic operational advisor to the Line of Business (LOB), focusing on optimizing end‑to‑end operational processes to deliver seamless and efficient outcomes.
• Oversee Center SLA performance and collaborate with cross‑functional teams to proactively address and resolve SLA adherence issues.
• Account for the relationship between LOB and Operations groups and serve as the primary contact point.
• Deliver, create, and support fulfillment processes within Personal Banking Ops, Advice Center, Branch and Offshore teams.
• Provide LOB with advice and operational insights based on review of SLAs, KPIs, and data; own 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 and collaborate with Initiative & Implementation teams to execute objectives.
• Conduct analysis and collaborate across Operations and LOB groups to identify and build cases for transformation opportunities, emphasizing client experience and digitization.
• Partner with CBCO, Cognizant, and support payments initiatives across Personal Deposit, with overlapping of business processes.
• Work closely with risk partners to address operational risks and create controls to ensure timely mitigation and process integrity.
• Support remediation initiatives and ensure effective issue resolution and long‑term process improvements.
• Execute strong routines with Operations Strategic Enablement / Process Control partners to create effective feedback loops.
• Utilize data to make informed decisions, identify trends, and create appropriate action plans.
• Recognize business complexity and make trade‑off decisions to prioritize actions for short‑ and long‑term objectives.
• Communicate and interact frequently with RBC partners and employees across Canada and worldwide.

What will you need to succeed?

Must‑have:

• Ability to maintain a well‑documented end‑to‑end process (e.g., PPL, PATH 360, Offshore SOPM).
• Skills to ensure 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 likelihood of identified risks.
• Ability to review an E2E process, identify and define issues, understand root causes of failure, and propose changes with a business case.
• Understanding of regulations that impact business processes, incorporating steps to ensure compliance and maintaining routine relationships with LOB partners.
• Demonstrated collaboration skills and partnership mindset to create positive outcomes.
• Strategic mindset – ability to think strategically, integrate information from multiple sources, synthesize issues, and solve problems.
• Excellent verbal and written communication skills and ability to influence change.
• Passion for data and problem‑solving, proactive and inquisitive nature, and willingness to challenge current practices while leveraging AI for innovation and efficiency.

Nice‑to‑have:

• Proficiency in Excel and data interpretation.

What’s in it for you?

We thrive on challenge, progressive thinking, and working together to deliver trusted advice to help our clients thrive and communities prosper.

• Ability to make a lasting impact.
• Work with a supportive team.
• Opportunities to tackle challenging work.

Job Skills

Communication, Decision Making, Effectiveness Measurement, Group Problem Solving, Interpersonal Relationship Management, Long‑Term Planning, Operational Delivery, Process Management.

Additional Job Details

Address: RBC WATERPARK PLACE, 88 QUEENS QUAY W:TORONTO

City: Toronto

Country: Canada

Work hours/week: 37.5

Employment Type: Full time

Platform: PERSONAL & COMMERCIAL BANKING

Job Type: Regular

Pay Type: Salaried

Posted Date: 2026‑06‑11

Application Deadline: 2026‑06‑27

EEO Statement

RBC strives to create an inclusive workplace that welcomes diverse perspectives. We invite all qualified applicants, regardless of race, color, religion, sex, national origin, age, disability, veteran status, or any other protected characteristic, to apply.

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