Manager, Operations II - Fulfillment & Imaging Group (Production Services)

What is the Opportunity?

The primary purpose for this position is to supervise and provide leadership for the Fulfillment & Imaging Group of Operations Associates under Production Services. To support time sensitive, complex exception-based and/or highly specialized processes. Incumbent will manage relationships with various third party vendors and work closely with various business partners and stakeholders. Incumbent will hire, onboard, and provide training, coaching, recognition and development for team members, foster teamwork and planning for succession. In addition, this position supports escalated complex customer service situations, completes process oversight, provides new initiative/process implementation support, and maintains accurate department procedures/reference materials. Incumbent must understand regulatory and organizational risks associated with work processes, how work is processed from beginning to end, and dependencies to other areas and departments. Work is completed under minimal supervision. Incumbent will address escalated questions independently, seeking assistance from Manager or other Operations resources as appropriate. Position contains increased elements of risk which are managed through operational reviews, system checks, and adherence to procedures.

What will you do?

• Hire, onboard, and train new team members.
• Supervise and direct time sensitive, complex and/or highly specialized daily work flows to ensure department service levels are met.
• Provide training, coaching, recognition and development for the team members, fostering teamwork and planning for succession.
• Serve as a subject matter expert for department processes supported by team.
• Liaise and provide customer service support for individuals requiring research, problem resolution, or securing information from other Operations departments, RBC Business Units, external customers or industry participants.
• Address escalated questions independently; seeking assistance from Senior Manager or other Operations resources as appropriate.
• Provide focus and clarity in establishing individual goals, driving performance management, supporting career development and rewarding strong performance.
• Leverage the value in unit, department, and enterprise wide teams to develop better solutions and achieve a cross enterprise mindset.
• Accept and successfully execute change while supporting employees through the process, and keeping them focused on business priorities.
• Conduct operations process oversight on complex exception-based and/or highly specialized processes to ensure adherence to department procedures, risks are mitigated, and regulatory requirements are met.
• Accurately review, verify, and/or record data into technology supporting department processes.
• Provide support with department volume metrics, staffing models, financial forecasts, and budgets as required.
• Reduce risk, increase efficiencies, or enrich customer service by suggesting process changes and/or system modifications.
• Develop and provide ongoing training support for team members related to the department’s processes and systems. Provide feedback to department leadership team when appropriate.
• Develop and maintain department procedures.

What do you need to succeed?

Must have

• 4-year degree from an accredited university or equivalent or High school diploma or equivalent AND
• 3+ years prior securities, banking, technology and/or job specific related industry experience
• 2+ years demonstrated and sound managerial experience leading and managing a team
• Highly proficient in Microsoft Office including Excel, Access & PowerPoint
• Experience with Adobe
• A good knowledge base of the Broadridge applications (BTS)

Nice to have

• Ability to effectively hire, train, lead and provide work direction to others
• Ability to understand and meet business daily support needs on an ongoing basis
• Ability to work effectively in situations involving rapid change, shifting priorities, and/or simultaneous demands.
• Advanced customer service skills
• Advanced problem identification, analytical and resolution skills required to support escalated issue resolution and/or oversight requirements associated with exception-based complex processes
• Experience with brokerage systems
• Experience with change management and leading teams through change.
• Experience with identifying and implementing process/system changes which reduce risk, increase efficiencies or enrich customer service
• Sound organizational knowledge with operational mindset; including products, processes, systems and regulatory and/or client needs
• Strong interpersonal, verbal and written communication skills, with an ability to work effectively with all levels of staff and management.

Job Skills

Administrative Support, Collaboration, Communication, Decision Making, Leadership, Operational Delivery, Organizational Change Management, People Management, Process Improvements, Risk Management, Time Management, Vendor Management

Additional Job Details

180 WELLINGTON ST W:TORONTOTorontoCanada37.5Full timeWEALTH MANAGEMENTRegularSalaried2025-11-072025-11-28

Note: Applications will be accepted until 11:59 PM on the day prior to the application deadline date above

Inclusion and Equal Opportunity Employment

At RBC, we believe an inclusive workplace that has diverse perspectives is core to our continued growth as one of the largest and most successful banks in the world. Maintaining a workplace where our employees feel supported to perform at their best, effectively collaborate, drive innovation, and grow professionally helps to bring our Purpose to life and create value for our clients and communities. RBC strives to deliver this through policies and programs intended to foster a workplace based on respect, belonging and opportunity for all.