Job Description Please note that this role is available in Toronto. Employees will be required to work in office at YMC as per PCO guidelines. What is the role? You will manage a team in the Centralized Flex group that includes Centralized FLEX agents who cover a variety of teams withing CBCO. You will provide quality leadership within Canadian Banking Client Operations, with a focus on achieving an enhanced client experience by meeting or exceeding established service quality standards. You will focus on overall effectiveness of the team through quality coaching and feedback, talent management, quality, accuracy and efficiency of the fulfillment/servicing processes and overall unit/team operations. You will lead, develop and maintain applicable product and process knowledge for the team and provide a clear line of sight for the client experience, while ensuring adherence to operational risk, compliance and AML requirements. What will you do? Responsible for managing a team of approximately 20+ people with a focus on coaching, continuous personal development, and teamwork. Responsible for overall team results as measured through established Service Level Agreements and employee and customer surveys. Lead by example, demonstrates the Leadership Model behaviors and fosters a positive and productive work environment on a daily basis. Lead focused efforts in establishing individual goals, leading performance enablement, supporting employee development, career coaching and rewarding strong performance. Demonstrates collaboration and uses effective communication with employees, colleagues and service partners. Proactively identify and recommend solutions to recurring errors and service gaps, acting as a referral point. Proactively assesses obstacles and identifies opportunities to improve overall team performance. Support implementation of new initiatives through testing and training, while leading Coaching Routines and providing feedback to reinforce the consistent use of “client first” principles. What will you need to succeed? Must - Have: Commitment and ability to follow a regular work schedule from 9am to 5pm Monday to Friday while being flexible occasionally based on the opening hours of the departments namely 8am to 6pm Monday to Friday Demonstrated leadership skills, including coaching and developing employees. Desire to make a difference and have a positive impact on employees. Strong communication and collaboration skills. Ability to work under pressure and adapt quickly to changes. Good organizational and time management skills to work in a fast-paced environment. Nice to Have: Bilingualism (English and French) preferred, as you will regularly do business with partners across Canada. 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 information 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. Ability to make a difference and lasting impact on our clients Work in a dynamic, collaborative, progressive, and high-performing team Job Skills Additional Job Details Address: YORK MILLS CENTRE, 10 YORK MILLS RD:TORONTO City: Toronto Country: Canada Work hours/week: 37.5 Employment Type: Full time Platform: PERSONAL & COMMERCIAL BANKING Job Type: Regular Pay Type: Salaried Posted Date: 2026-05-20 Application Deadline: 2026-07-01 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. Join our Talent Community Stay in-the-know about great career opportunities at RBC. Sign up and get customized info on our latest jobs, career tips and Recruitment events that matter to you. Expand your limits and create a new future together at RBC. Find out how we use our passion and drive to enhance the well-being of our clients and communities at jobs.rbc.com. 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. 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 84,000+ employees who 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 more than 16 million clients in Canada, the U.S. and 34 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 rbc.com/community-social-impact.