Manager, Operation Process Optimization

Job Description

What is the opportunity?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 unique end-to view of rework and costs. You will have a primary focus on the payments portfolio. You will influence 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.
Please note that this role is available nationally and requires on premise presence 4 times per week with 1 flex day to work from home.
What will you do?

Act as a strategic operational advisor to the Line of Business (LOB), with a focus on optimizing end-to-end operational processes to deliver seamless and efficient outcomes

Be responsible for overseeing Center SLA performance and collaborating cross-functional teams to proactively address and resolve SLA adherence issues

Be accountable for relationship between LOB (Line of Business) and Operations groups / Primary contact point

Be responsible for delivery/ creation and support of fulfilment processes within Personal Banking Ops, Advice Center, Branch and Offshore teams

Provide LOB with advice and operational insights based on review of SLAs/KPIs/data, ownership of 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 on objectives

Conduct analysis and collaborate across Operations and LOB groups to identify and build cases for transformation opportunities, with emphasis on initiatives to improve the client experience and streamline/simplify/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, and address operational risks, identify areas needing controls and create those controls ensuring timely mitigation and process integrity

Partner with cross-functional teams to support remediation initiatives, ensuring effective issue resolution and long-term process improvements

Execute strong routines with Operations Strategic Enablement / Process Control partners to create effective feedback loop and management of controls for ongoing processes

Utilize data to make informed decisions, identify trends and create appropriate action plans

Recognize the business complexity and make trade-off decisions to prioritize appropriate actions to achieve short-and long-term objectives

In this role, you will communicate and interact frequently with RBC partners and/or employees located across Canada and/or 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 the 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 the likelihood of an identified risk

Ability to review an E2E Process to identify and define issues, understand root causes of process failure, understand the impacts of process failure and propose meaningful changes with a business case. Based on continuous oversight of quality, escalations and stakeholder feedback ability to prioritize improvement opportunities for greatest impact

Understands the regulations that impact the business processes, incorporates steps to ensure regulations are met, and maintains routines with LOB partners to have line of sight on future impacts

Demonstrated collaboration skills and working in partnerships to create positive outcomes

Strategic Mindset - ability to think strategically, integrate information from multiple sources, synthesize issues and problem solving

Excellent verbal & written communication skills and ability to influence change

Passion for data and problem-solving, a 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?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…