Senior Manager, Centralized Issue Management PB & CB

What's the opportunity?

As Senior Manager, you will establish and lead a centralized function to ensure first-line compliance with the Enterprise Issue Management Standard, driving consistent and timely issue resolution, risk mitigation, and governance across Personal Banking & Commercial Banking. This role is accountable for embedding the standard requirements into operational processes, fostering a culture of accountability, and delivering measurable compliance outcomes.

As Senior Manager, you will establish and lead a centralized function to ensure first-line compliance with the Enterprise Issue Management Standard, driving consistent and timely issue resolution, risk mitigation, and governance across Personal Banking & Commercial Banking. This role is accountable for embedding the standard requirements into operational processes, fostering a culture of accountability, and delivering measurable compliance outcomes.

• Oversee first-line adherence to the Enterprise Issue Management Standard, ensuring policies, procedures and controls align with regulatory and organizational requirements
• Develop and execute a compliance roadmap, risk assessments, gap analyses and remediation plans, and act as the primary liaison with first line businesses, second-line compliance and GRM Operational Risk teams, auditors, and regulators for issue-related matters
• Provide strategic direction, mentorship and performance management to a team of Centralized Issue Leads, demonstrating Leadership Model behaviors and creating a positive and productive work environment
• Establish workflows for issue intake, prioritization, investigation and resolution, ensuring consistency and timeliness, and foster cross-functional collaboration to address systemic issues and prevent recurrence
• Demonstrate a collaborative approach in dealing with clients, colleagues and service partners
• Demonstrates a growth mindset and actively participates in regular 1:1 coaching routines and learning opportunities to improve individual and team contribution, seeks opportunities for continual growth
• Act as a change agent for the team, fully committed to continuous improvement and its alignment to client and business strategies
• Contribute to the overall success of the team by sharing ideas and best practices, and value and build on ideas presented by others
• Implement governance frameworks to monitor compliance KPIs, emerging risks and trend analysis, and prepare executive reports on issue management/resolution metrics, and recommendations
• Conduct training and awareness programs to embed robust issue management practices across PB & CB

• 8+ years’ experience in compliance, risk management, or operational leadership
• 3+ years’ experience with managing cross-functional teams
• Experience leading Issue Management activities
• Solid leadership experience and problem-solving abilities
• Ability to influence stakeholders at all levels
• Professional oral and written communication skills
• Technology savvy / self‑sufficient with excellent working knowledge of Archer, Tableau/Power BI

• Operational risk management background
• Internal Audit background

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
• Ability to make a difference and lasting impact
• Opportunity to work in a dynamic, collaborative, progressive, and high‑performing organization

• Communication
• Long Term Planning
• Microsoft Power Business Intelligence (BI)
• Operational Risks
• Risk Control
• Risk Management
• RSA Archer
• Tableau (Software)

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:

Final date to receive applications:

Applications will be accepted until 11:59 PM…