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. Your primary focus will be on the payments portfolio, influencing 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 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.

Location: RBC WATERPARK PLACE, 88 QUEENS QUAY W:TORONTO, Toronto, Canada. This role is available nationally and requires on‑premise presence four times per week with one flex day to work from home.

What Will You Do?

• Act as a strategic operational advisor to the Line of Business, 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 address and resolve SLA adherence issues
• Serve as the primary contact between the LOB and Operations groups
• Deliver, create and support fulfillment processes within Personal Banking Ops, Advice Center, Branch and Offshore teams
• Provide the LOB with advice and operational insights based on review of SLAs/KPIs/data, owning 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 objectives
• Conduct analysis and collaborate across Operations and LOB groups to identify and build cases for transformation opportunities, emphasizing initiatives to improve the client experience and streamline/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, address operational risks, and create controls ensuring timely mitigation and process integrity
• Support remediation initiatives, ensuring effective issue resolution and long‑term process improvements
• Execute strong routines with Operations Strategic Enablement / Process Control partners to create an effective feedback loop and manage controls for ongoing processes
• Utilize data to make informed decisions, identify trends and create appropriate action plans
• Recognize business complexity and make trade‑off decisions to prioritize activities for short‑ and long‑term objectives
• Communicate and interact frequently with RBC partners and employees located 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 and 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 an identified risk
• Ability to review an E2E process to identify and define issues, understand root causes, and propose meaningful changes with a business case; prioritize improvement opportunities for greatest impact
• Understanding of regulations that impact business processes, incorporating steps to ensure compliance and maintaining routines with LOB partners for future impacts
• Demonstrated collaboration skills and partnership orientation 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 the ability to challenge current practices while leveraging AI to drive innovation and efficiency

Nice‑to‑have

• Proficiency in Excel and data interpretation

What’s in it for You?

• Ability to make a difference and lasting impact
• Work with a great and supportive team
• Opportunities to do 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

• Work hours per 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