Director, Operational Quality & Client Experience

What is the Opportunity?

Reporting to theSenior Director, Operations Excellence, theDirector, Operational Quality & Client Experienceis responsible for ensuringend-to-end operational integrity,client satisfaction, andcontinuous improvementacross RBC Bank's processes. This role combinesquality assurance,complaints management,data analytics, andclient experience optimizationto 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 implementQA frameworks, metrics, and scorecards to monitor performance and ensure adherence to regulatory standards.

• Partner with process ownersto 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 trendsto 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 reportsto track KPIs, monitor SLAs, and support data-driven decision-making.

• Identify opportunitiesfor automation, process optimization, and client experience enhancements.

Issue Remediation & Risk Mitigation

• Lead targeted remediation effortsfor high-impact operational and client issues, coordinating with stakeholders to implement corrective actions.

• Drive root-cause analysisandsustainable fixesto prevent recurrence of critical issues.

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

Team Leadership & Collaboration

• Mentor and developa 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 teamsto align on shared goals and drive excellence.

Reporting & Stakeholder Communication

• Prepare regular reportsfor senior leadership on QA findings, client trends, and analytics insights.

• Present recommendationsto secure buy-in for strategic initiatives and process improvements.

What do you need to succeed?

Must-have:

• 8-10+ yearsinoperations,client experience,quality assurance, or a related field within financial services (e.g., banking, insurance).

• Proven leadershipincomplaints management,issue remediation, orclient-facing process improvement.

• Demonstrated expertiseindata analytics(e.g., SQL, Tableau, Power BI) and leveraging insights to drive operational change.

• Experience with regulatory compliance(e.g., AML, Compliance, Operational Risk) andaudit remediation.

• Track record ofleading cross-functional teamsand 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 Sigmaorprocess excellencecertifications.

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

• Experience inautomationordigital transformationinitiatives.

• 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?

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 including bonuses and flexible benefits, competitive compensation, commissions, and stock where applicable

• Leaders who support your development through coaching and managing opportunities

• Ability to make a difference and lasting impact

• Work in a dynamic, collaborative, progressive, and high-performing team

• A world-class training program in financial services

• Flexible work/life balance options

• Opportunities to do challenging work

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Additional Job Details

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

Our Employment Opportunities

At RBC, we are guided by living shared values of Client First, Integrity, Collaboration, Respect and Excellence and winning together as One 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.

RBC is presently inviting candidates to apply for this existing vacancy. Applying to this posting allows you to express your interest in this current career opportunity at RBC. Qualified applicants may be contacted to review their resume in more detail.