Manager, Operations II - Fulfillment & Imaging Group (Production Services)
About the role
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
Address:
180 WELLINGTON ST W:TORONTO
City:
Toronto
Country:
Canada
Work hours/week:
37.5
Employment Type:
Full time
Platform:
WEALTH MANAGEMENT
Job Type:
Regular
Pay Type:
Salaried
Posted Date:
2025-11-07
Application Deadline:
2025-11-28
About RBC
Royal Bank of Canada is a global financial institution with a purpose-driven, principles-led approach to delivering leading performance. Our success comes from the 94,000+ employees who leverage their imaginations and insights to bring our vision, values and strategy to life so we can help our clients thrive and communities prosper. As Canada's biggest bank and one of the largest in the world, based on market capitalization, we have a diversified business model with a focus on innovation and providing exceptional experiences to our more than 17 million clients in Canada, the U.S. and 27 other countries. Learn more at rbc.com. We are proud to support a broad range of community initiatives through donations, community investments and employee volunteer activities. See how at www.rbc.com/community-social-impact.
La Banque Royale du Canada est une institution financière mondiale définie par sa raison d'être, guidée par des principes et orientée vers l'excellence en matière de rendement. Notre succès est attribuable aux quelque 94 000+ employés qui mettent à profit leur créativité et leur savoir faire pour concrétiser notre vision, nos valeurs et notre stratégie afin que nous puissions contribuer à la prospérité de nos clients et au dynamisme des collectivités. Selon la capitalisation boursière, nous sommes la plus importante banque du Canada et l'une des plus grandes banques du monde. Nous avons adopté un modèle d'affaires diversifié axé sur l'innovation et l'offre d'expériences exceptionnelles à nos plus de 17 millions de clients au Canada, aux États Unis et dans 27 autres pays. Pour en savoir plus, visitez le site rbc.com/francais
Nous sommes fiers d'appuyer une grande diversité d'initiatives communautaires par des dons, des investissements dans la collectivité et le travail bénévole de nos employés. Pour de plus amples renseignements, visitez le site www.rbc.com/collectivite-impact-social.
Manager, Operations II - Fulfillment & Imaging Group (Production Services)
About the role
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
Address:
180 WELLINGTON ST W:TORONTO
City:
Toronto
Country:
Canada
Work hours/week:
37.5
Employment Type:
Full time
Platform:
WEALTH MANAGEMENT
Job Type:
Regular
Pay Type:
Salaried
Posted Date:
2025-11-07
Application Deadline:
2025-11-28
About RBC
Royal Bank of Canada is a global financial institution with a purpose-driven, principles-led approach to delivering leading performance. Our success comes from the 94,000+ employees who leverage their imaginations and insights to bring our vision, values and strategy to life so we can help our clients thrive and communities prosper. As Canada's biggest bank and one of the largest in the world, based on market capitalization, we have a diversified business model with a focus on innovation and providing exceptional experiences to our more than 17 million clients in Canada, the U.S. and 27 other countries. Learn more at rbc.com. We are proud to support a broad range of community initiatives through donations, community investments and employee volunteer activities. See how at www.rbc.com/community-social-impact.
La Banque Royale du Canada est une institution financière mondiale définie par sa raison d'être, guidée par des principes et orientée vers l'excellence en matière de rendement. Notre succès est attribuable aux quelque 94 000+ employés qui mettent à profit leur créativité et leur savoir faire pour concrétiser notre vision, nos valeurs et notre stratégie afin que nous puissions contribuer à la prospérité de nos clients et au dynamisme des collectivités. Selon la capitalisation boursière, nous sommes la plus importante banque du Canada et l'une des plus grandes banques du monde. Nous avons adopté un modèle d'affaires diversifié axé sur l'innovation et l'offre d'expériences exceptionnelles à nos plus de 17 millions de clients au Canada, aux États Unis et dans 27 autres pays. Pour en savoir plus, visitez le site rbc.com/francais
Nous sommes fiers d'appuyer une grande diversité d'initiatives communautaires par des dons, des investissements dans la collectivité et le travail bénévole de nos employés. Pour de plus amples renseignements, visitez le site www.rbc.com/collectivite-impact-social.