Head of Operations Excellence

What is the opportunity?

The Head of Operations Excellence serves as the Transaction Services efficiency and assurance function for operational process adherence and consistency across the organization. This role is responsible for ensuring that operational teams follow established processes, documenting procedural developments and changes, and maintaining consistency in how processes are executed across all departments in line with Compliance, Regulation, and Risk requirements. Working in close partnership with Risk teams on control framework matters, this leadership position focuses on process compliance, metric standardization, and documentation to ensure organizational integrity and operational consistency.

What will you do?

The successful candidate will monitor and proactively track operational teams to ensure adherence to established procedures and processes, conducting regular assessments to identify deviations or non-compliance while providing positive coaching to drive behavioral change. They will document all process changes, improvements, and new developments across the organization, maintaining a centralized repository of current procedures and ensuring all teams have access to the most up-to-date documentation.

The role involves investigating process deviations, compliance gaps, and procedural failures to understand root causes and recommend corrective actions. They will work to standardize processes across teams and departments, identifying inconsistencies in how similar work is performed and developing solutions to create uniformity where appropriate. They will serve as the authority on what the "correct" process is, providing clarification to teams and helping resolve disputes about proper procedures.

Close collaboration with Risks team will be essential—while Risk owns the control framework design, this manager ensures the organization follows the processes that framework requires, feeding back observations about what's working and what isn't. They will prepare regular reporting to senior leadership on process compliance, identified deviations, and standardization initiatives, escalating significant breaches appropriately.

The role includes developing training materials and guidance on proper procedures, communicating process updates organization-wide, and supporting teams in implementing procedural changes. They will be available for and support all internal and external audits and regulatory reviews. Working closely with QTS, they will support all review and data metrics activities by providing documentation of how processes are actually being executed versus how they're documented, identifying gaps and opportunities for improvement. This includes being a liaison to Compliance and senior leadership to ensure standards are maintained and remain the core focus of the operations team, while also identifying where manual controls can be reduced through process optimization or automation. The manager will work with various enablement teams to identify technology opportunities and ensure process improvements support organizational scalability and KPI achievement.

What you need to succeed?

Must have:

• Minimum of a degree-level qualification or an equivalent credential

• 10+ years of relevant experience in Capital Markets

• Strong people leadership skills to manage, motivate and inspire a workforce

• Strong change management understanding to support the evolving nature of change related to business and regulatory requirements as applicable

• Strategic thinker who can articulate a vision and bring it to life

• Excellent communication and interpersonal abilities to effectively liaise with diverse teams and clients

• Strong PC skills (E.g. Microsoft Excel, Outlook, PowerPoint etc.)

• Proven leadership experience in Capital Markets with a focus on Operations

• Strong strategic thinking, problem-solving, and decision-making skills

• Builds and matures relationships across the organization; high level of client focus

• Strong written and presentation skills, crucial for effectively communicating performance metrics, issues, and updates to stakeholders at all levels, with a particular focus on senior leaders

Nice to have:

• Formal qualification at graduate or post graduate level

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

• Leaders who support your development through coaching and managing opportunities 

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

• Opportunities to do challenging work

• Flexible work/life balance options

Job Skills

Adaptability, Business Performance Management, Collaboration, Communication, Customer Service, Decision Making, Documentations, Interpersonal Relationship Management, Leadership, Operational Delivery, Operations Processes, Process Adherence, Process Changes, Process Compliance, Process Improvements, Process Optimization, Taking Initiative, Time Management

Additional Job Details

RBC CENTRE, 155 WELLINGTON ST W:TORONTOTorontoCanada37.5Full timeCAPITAL MARKETSRegularSalaried2026-05-112026-05-26

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.