Come Work with Us!

At RBC, our culture is deeply supportive and rich in opportunity and reward. You will help our clients thrive and our communities prosper, empowered by a spirit of shared purpose.

Whether you\xe2\x80\x99re helping clients find new opportunities, developing new technology, or providing expert advice to internal partners, you will be doing work that matters in the world, in an environment built on teamwork, service, responsibility, diversity, and integrity.




































Job Title Senior Team Leader




































What is the role? The Senior Team Leader is responsible for quality leadership and management of a diverse team of Operations Officers within a centralized operations group focused on the delivery of an enhanced client experience through successful achievement of established Client Service Commitments (CSC\xe2\x80\x99s/SLA\xe2\x80\x99s). Work effort is focused on overall effectiveness and performance of the team (e.g. quality coaching and candid, effective feedback, talent management, quality, accuracy and efficiency of the complex operational/servicing processes and overall unit/team results). Demonstrates confidence, keen sense of urgency and increased depth and breadth of product/process/technical knowledge for successful end to end management and control of complex operational and/or client servicing processes. This role is accountable to identify and recommend continuous improvement opportunities keeping a clear balanced approach between the client experience and mitigation of operational/compliance risk with full alignment to CB Operations business objectives and Our Collective Ambition. What will you do?

• Delivers excellent service to our clients every time; focusing on doing what is best for our clients and the organization - making it Simpler, Faster, Better.
• Ensures team members understand Canadian Banking and Canadian Banking Operations strategic goals and the key impact their team\xe2\x80\x99s day to day performance has on end to end sales/service cycle
• Focus on attaining established team productivity and quality measures for complex client operational processes and/or client servicing, contributing to achievement of business specific Client Service Commitments (CSC\xe2\x80\x99s)
• Consistently strives to deliver on \xe2\x80\x98once and done\xe2\x80\x99, minimizing hand offs and resolves client issues/escalations at first point of contact
• Drives the high performance of a diverse team of Operations Officers, leading focused efforts in establishing individual/team goals, leading performance enablement, supporting employee development, career coaching and rewarding strong performance
• Conducts regular and meaningful open open coaching routines and delivers effective, candid feedback aimed at enhancing the employee\xe2\x80\x99s capability to meet business results and achieve performance success
• Utilizes strong knowledge and experience of team\xe2\x80\x99s complex products/processes and services to ensure employees apply all due diligence in all transactions in accordance with Bank policies, procedures and data integrity (e.g. Compliance, Risk, AML etc.)
• Takes ownership and accountability when issues, errors and/or high risk situations surface through escalations, coaching or file reviews by referring to the DirectorManager and/or appropriate stakeholders as necessary.
• Accountable workforce management planning/cross training/sharing resources utilizing available tools, the right people, the right skills/capabilities to meet business needs across CB Operations businesses
• Takes full accountability for quality and accuracy of day to day job responsibilities, tasks and activities ensuring a balanced focus on client experience, efficiency and effectiveness and operational risk and compliance
• Identifies and enables cross skilling, training and/or role hybridization activities on the team, understanding the value and importance of continuous learning and agile, flexible and adaptable workforce.
• Proactively identifies operational inefficiencies in daily operational processes for activities/tasks and provides solution recommendations to the manager.

What do you need Must have skills:

• Ability and passion to coach and develop individuals relative to performance and productivity and superior client experience.
• Commitment to flexible work schedule based on Operations hours of business
• Strong and demonstrated communication skills both verbal and written
• Teamwork and Cooperation; Able to build and maintain strong relationships with all partners.
• Ability to prioritize and meet conflicting demands, consultative, highly adaptable, flexible and effective
• Strong aptitude for organizing and prioritizing (autonomous); with a high level of initiative and motivation

Nice to have skills:

• People Leadership
• Strong knowledge and experience in HECC Operations business process, policy and procedures and compliance requirements

What\xe2\x80\x99s in it for you?
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.

• A comprehensive Total Rewards Program including bonuses and flexible benefits, competitive compensation
• Ability to make a difference and lasting impact
• Work in a dynamic, collaborative, progressive, and high-performing team
• Opportunities to take on progressively greater accountabilities

Job Summary Provides analysis for implementation and improvement of processes, workflow, project management methods, computer systems and other tools to support insurance policy administration and customer service. Has expert organizational knowledge and deep understanding of the operational environment.

Job Purpose:

Responsible for quality leadership and management of a diverse team of Operations Officers and/or blend of Operations Officers and Operations Agents within a centralized operations group focused on the delivery of an enhanced client experience through successful achievement of established Client Service Commitments (CSC\xe2\x80\x99s/SLA\xe2\x80\x99s). Work effort is focused on overall effectiveness and performance of the team (e.g. quality coaching and candid, effective feedback, talent management, quality, accuracy and efficiency of the complex operational/servicing processes and overall unit/team results). Demonstrates confidence, keen sense of urgency and increased depth and breadth of product/process/technical knowledge for successful end to end management and control of complex operational and/or client servicing processes. Accountable to identify and recommend continuous improvement opportunities keeping a clear balanced approach between the client experience and mitigation of operational/compliance risk with full alignment to CB Operations business objectives and Our Collective Ambition.

Responsible for quality leadership and management of a diverse team of Operations Officers and/or blend of Operations Officers and Operations Agents within a centralized operations group focused on the delivery of an enhanced client experience through successful achievement of established Client Service Commitments (CSC\xe2\x80\x99s/SLA\xe2\x80\x99s). Work effort is focused on overall effectiveness and performance of the team (e.g. quality coaching and candid, effective feedback, talent management, quality, accuracy and efficiency of the complex operational/servicing processes and overall unit/team results). Demonstrates confidence, keen sense of urgency and increased depth and breadth of product/process/technical knowledge for successful end to end management and control of complex operational and/or client servicing processes. Accountable to identify and recommend continuous improvement opportunities keeping a clear balanced approach between the client experience and mitigation of operational/compliance risk with full alignment to CB Operations business objectives and Our Collective Ambition.




































Address: TORONTO, Ontario, Canada




































City: CAN-ON-TORONTO




































Country: Canada




































Work hours/week: 37.5




































Employment Type: Full time




































Platform: Personal and Commercial Banking




































Job Type: Regular




































Pay Type: Salaried




































Posted Date: 2023-03-28




































Application Deadline: 2023-04-08







































































Inclusion and Equal Opportunity Employment At RBC, we embrace diversity and inclusion for innovation and growth. We are committed to building inclusive teams and an equitable workplace for our employees to bring their true selves to work. We are taking actions to tackle issues of inequity and systemic bias to support our diverse talent, clients and communities.

We also strive to provide an accessible candidate experience for our prospective employees with different abilities. Please let us know if you need any accommodations during the recruitment process.




































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Expand your limits and create a new future together at RBC. Find out how we use our passion and drive to enhance the well-being of our clients and communities at rbc.com/careers.