Director, Operational Quality & Client

Position: Director, Operational Quality & Client Experience
Job Description

What is the Opportunity?

Reporting to the Senior Director, Operations Excellence, the Director, Operational Quality & Client Experience is responsible for ensuring end-to-end operational integrity, client satisfaction, and continuous improvement across RBC Bank's processes. This role combines quality assurance, complaints management, data analytics, and client experience optimization to identify inefficiencies, resolve systemic issues, and drive strategic enhancements.

What will you do?

Operational Quality & Compliance

* Lead the Quality Assurance (QA) program, conducting audits, reviews, and root-cause analyses to identify process gaps, compliance risks, and operational inefficiencies.

* Develop and implement QA frameworks, metrics, and scorecards to monitor performance and ensure adherence to regulatory standards.

* Partner with process owners to standardize procedures, ensuring alignment with best practices and regulatory requirements.

Client Experience & Complaints Management

* Oversee the end-to-end complaints management process, ensuring timely, empathetic, and effective resolution of client issues.

* Analyze client feedback and complaint trends to identify pain points and drive actionable improvements.

* Collaborate with cross-functional teams (e.g., Compliance, Legal, Front-Line Units) to address systemic issues and enhance client journeys.

Data Analytics & Insights

* Leverage data analytics (e.g., SQL, Tableau, Power BI) to generate insights on operational performance, client behavior, and risk exposure.

* Build dashboards and reports to track KPIs, monitor SLAs, and support data-driven decision-making.

* Identify opportunities for automation, process optimization, and client experience enhancements.

Issue Remediation & Risk Mitigation

* Lead targeted remediation efforts for high-impact operational and client issues, coordinating with stakeholders to implement corrective actions.

* Drive root-cause analysis and sustainable fixes to prevent recurrence of critical issues.

* Ensure compliance with regulatory requirements (e.g., AML, Compliance, Operational Risk) by resolving identified gaps and supporting audit/remediation activities.

Team Leadership & Collaboration

* Mentor and develop a high-performing team focused on QA, client experience, and analytics.

* Foster a culture of continuous improvement, encouraging innovation and lean methodologies (e.g., Six Sigma).

* Collaborate with Technology, Operations, and Business teams to align on shared goals and drive excellence.

Reporting & Stakeholder Communication

* Prepare regular reports for senior leadership on QA findings, client trends, and analytics insights.

* Present recommendations to secure buy-in for strategic initiatives and process improvements.

What do you need to succeed?

Must-have:

* 8-10+ years in operations, client experience, quality assurance, or a related field within financial services (e.g., banking, insurance).

* Proven leadership in complaints management, issue remediation, or client-facing process improvement.

* Demonstrated expertise in data analytics (e.g., SQL, Tableau, Power BI) and leveraging insights to drive operational change.

* Experience with regulatory compliance (e.g., AML, Compliance, Operational Risk) and audit remediation.

* Track record of leading cross-functional teams and collaborating with stakeholders (e.g., Technology, Compliance, Front-Line Units).

* BA or equivalent work experience. MBA & PMP certification preferred

Nice to have:

* Graduate or post-graduate or professional designations ex. MBA, CA, CFA, PMP

* Lean/Six Sigma or process excellence certifications.

* Familiarity with RBC systems/processes (if applicable, though not mandatory for external candidates).

* Experience in automation or digital transformation initiatives.

* Key Skills

* Strong analytical and problem-solving abilities.

* Excellent communication and stakeholder management skills.

* Ability to balance strategic thinking with hands-on execution.

What's in it for you?

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