Manager, Operations Process Optimization, Personal Lending

What is the opportunity?

Our Personal Credit Operations Process Optimization Team is looking for a Manager, Operations Process Optimization who will be a strategic advisor to the Line of Business, with a focus on E2E operational process efficiency across the client lifecycle. Through analytical insights, quality management and initiative leadership you will make informed decisions and challenge the status quo across the processes that you own, supporting the business targets for growth, driving superior operational effectiveness and seamless client experiences.

This role provides a platform to make a meaningful impact to the business and our client’s everyday lives. It is also a unique opportunity to deepen organizational knowledge of RBC’s processes and systems, further enhance design and analytical skills, and expand your network by working closely with key partners in Product, Operations (Data & AI, Enablement, Workforce Management, Transformation, Digitization & Automation) and Risk.

• Collaborate with key stakeholders to translate business and operations strategies into operational requirements from idea conception, solution design, resourcing requirements and stakeholder buy-in, to implementation and monitoring, including providing senior management with visibility on initiative implementation and performance success
• Plan, direct, lead and coordinate activities for credit related initiatives, including the ever-evolving digital space, to ensure the initiative goals or objectives are accomplished within approved timeframe, scope, and budget and adhere to comprehensive risk management and compliance requirements
• Review processes E2E, by conducting quantitative and qualitative analyses to uncover opportunities, provide recommendations and advice to project sponsors, business partners and other key stakeholders to facilitate strategic decision making
• Collaborate with peers and business stakeholders in project prioritization, formation, and resourcing within assigned processes, and ensure all key initiatives have robust and detailed project plans to support efficient and effective execution
• Develop and update process procedures and job aids, test new technologies prior to roll‑out and cascade changes to integrator and enablement teams
• Maintain well‑documented end‑to‑end processes and procedures
• Know process KPIs and monitor process performance, including oversight of quality, escalations and stakeholder feedback
• Ensure processes are reported correctly and leverage insights to evaluate optimization and enhancement opportunities
• Regularly prepare and/or contribute to various business reports to provide insight into process and operations performance
• Understand the regulations that impact business processes and incorporate steps or controls to ensure regulations are met and risk is minimized
• Establish and maintain a network of national office, sales, and back‑office partner relationships by identifying stakeholders, determining communication approach and coordinating sessions to facilitate change management

• Critical, strategic and analytical skills, with a passion for transformative change, and a desire to design delightful client and employee experiences
• Strong focus on driving efficiency, be self‑driven and independent
• Ability to question and challenge existing processes, procedures, methodologies and technologies, and the drive to investigate or create new ways to look at current practices and develop new solutions
• Strong collaboration and communication skills, including business writing, active listening and problem management, working in partnerships to create effective outcomes
• Comfort preparing and presenting senior‑level stakeholder materials for the purpose of communicating opportunities, insights and results
• High capacity to design and implement medium complexity initiatives, and business orientation to identify and drive efficiency opportunities
• Proven experience in delivering high‑quality and accurate work with the ability to multitask and manage priorities
• Comfort with data analysis and proficiency with Excel, PowerPoint tools, and navigating…