Director, Newcomer Channel Strategy & Operations

Job Description
What's the Opportunity?
Newcomers are critical client segment for RBC, with distinct needs across their journey - from preparing to move to Canada, to establishing their financial lives upon arrival, to building deeper financial relationships as they settle and grow.As Director, Newcomer Channel Strategy & Operations, you will lead the strategy and evolution of the channels, capabilities and partnership operations required to deliver a differentiated newcomer banking proposition. You will own the "how" behind our newcomer strategy: translating our ambition into intuitive client journeys, scalable capabilities, effective frontline experiences and an ecosystem of services that helps newcomers establish their lives in Canada.This is a highly cross-functional role. You will work across Everyday Banking & Client Growth, Product, Digital, Enablement, Advice Centre, Technology, Risk, Compliance, Marketing, and external partners to identify friction, establish priorities, and mobilize the organization around a multi-year newcomer journey.What You’ll Do
Own the End-To-End Newcomer Onboarding Experience
Develop and continuously evolve the target experience for newcomers across key moments in their journey - from pre-arrival through onboarding, settlement, and early relationship growthMap and assess end-to-end newcomer journeys across digital, assisted, and non-traditional channelsIdentify the highest impact experience gaps, friction points, and capability opportunitiesDefine the target state newcomer experience and work cross‑functionally to define it into a prioritized roadmapEstablish clear experience principles and standards that can be applied across products and channelsPartner with Product and Journey teams to ensure newcomer needs are incorporated into broader enterprise roadmaps rather than addressed solely through segment‑specific initiativesOwn the Pre‑Arrival Account Open Capability
Own and continuously evolve the end‑to‑end pre‑arrival account open capability, ensuring a seamless accessible and differentiated experience for newcomers establishing their relationship before coming to CanadaDefine the strategic direction and prioritized roadmap for pre‑arrival account opening, identifying opportunities to enhance functionality, simplify the client experience and expand acquisition opportunitiesIdentify and address capability gaps, client friction points, and operational inefficiencies across the pre‑arrival account opening journey, from application and identity verification through account activation and fundingPartner with Digital, Product, Technology, Business Development, Operations and Risk teams to deliver capability enhancements that balance client experience, business growth, operational scalability and regulatory requirementsIdentify opportunities to extend the reach and effectiveness of pre‑arrival account opening capabilities across priority newcomer markets, acquisition channels and strategic partnershipsEnable Newcomer Onboarding, Policy & Process
Lead the efforts to remove unnecessary complexity from how newcomers establish a banking relationship while ensuring appropriate risk and regulatory requirements are maintainedIdentify policies or processes creating disproportionate friction for newcomersClarify documentation, identification, residency and eligibility requirementsChallenge legacy processes and distinguish true regulatory requirements from internal practicesDesign scalable solutions that balance client experience, growth, operational simplicity and riskImprove consistency in how newcomer policies are understood and executed across channelsOwn the Newcomer Channel Strategy
Define how newcomer clients should be served across digital, branch, AC, and non-traditional channels (i.E. referral partnerships), including the role each channel plays throughout the journey.Identify capabilities required to increase digital self-service while preserving high-value human advicePartner with digital and journey teams to influence enterprise capability roadmapsWork with distribution leaders to understand frontline friction and execution gapsEnsure new capabilities and propositions can be delivered consistently across channelsDevelop the Beyond Banking Newcomer Ecosystem
Help evolve the newcomer value proposition beyond traditional banking products by identifying and activating services and partnerships that solve meaningful settlement needs (i.E. housing readiness, employment/career support, immigration and settlement services, etc.)Deliver Newcomer Advisor Enablement
Ensure frontline employees have the knowledge, tools, and capabilities to deliver a differentiated newcomer experience by working in partnership with enablement and the Advice Centre (Newcomer COE):Define the ideal newcomer advisor experienceSimplify complex policies and product informationDevelop tools and frameworks that support needs-based adviceImprove frontline awareness of newcomer beyond banking of
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