CCAO Senior Manager Operations

Job summary

The Senior Manager Operations supports the VP of the Client Complaints Appeals Office by driving operational excellence, regulatory compliance, and continuous improvement. They are responsible for overseeing investigations, managing risk assessments, and ensuring effective reporting to senior management and regulatory bodies.

Job details

Job Description The Senior Manager Operations (CCAO) is a key leadership role responsible for supporting the VP Client Complaints Appeals Office. As the incumbent, you will play a critical role in ensuring operational excellence, regulatory compliance, and continuous improvement across all facets of the CCAO function. You will work collaboratively across the organization to drive objective complaint resolution while supporting the operational and compliance soundness of the business unit. Operations Leadership (50%) Support team leadership in enabling successful completion of investigations in adherence with the Financial Consumer Protection Framework (FCPF) and Financial Consumer Agency of Canada (FCAC) guidelines Drive ongoing review and enhancement of the team operating model to effectively address escalations from the External Complaints Body (Level 4 within the progressive escalation model) Support enhancement of data capture, monitoring, and reporting capabilities, reducing manual processes and developing insights-driven reporting Collaborate with CART and Case IQ platforms to strengthen reporting and decision-making across all operational facets Stakeholder Collaboration & Communication (20%) Work with internal stakeholders to identify process, policy, and approach gaps; share coaching opportunities and drive continuous improvement Support external and internal communication strategies, including presentations to senior management and external regulatory bodies Maintain weekly reconciliation of Case IQ L4 closed cases versus OBSI Portal; track and report on OBSI Pilot Project results Deliver bi-weekly closed case results and quarterly L3/L4 results reporting Risk Management & Compliance (Embedded across all responsibilities) Execute Risk and Control Self-Assessments (RCSA) to identify operational risks and validate effectiveness of control activities Conduct annual Supplier Risk Management Assessments (SRMA) for critical third-party vendors supporting CCAO operations Develop and maintain Business Continuity Plans ensuring critical processes remain operational during disruptions Oversee IT application management, including system health assessments and access controls (CART, Case IQ platforms) Establish and monitor Key Risk Indicators (KRIs) aligned with organizational risk tolerance Conduct semi-annual system access reviews to ensure appropriate segregation of duties and compliance with SOX requirements Support execution of SOC 2 attestation requirements Reporting & External Accountability (15%) Accountable for supporting the development and publication of the CCAO annual report to the public within prescribed timelines, accessible on RBC's website Support the VP CCAO in executing an effective communication plan with weekly, bi-weekly, and quarterly reporting deliverables: Weekly comparison of Case IQ L4 Closed Cases vs. OBSI Portal discrepancies Weekly OBSI Pilot Project results tracking Bi-weekly closed case results Quarterly L3 and L4 results reporting Personal Learning & Development (15%) Conduct research on internal dispute resolution frameworks and methodologies; benchmark with industry peers to enhance CCAO processes Stay current with regulatory requirements (FCAC, OSFI, CBA standards) and emerging best practices in complaint resolution Support team capability elevation through continued coaching and professional development initiative Experience: 10–20 years of experience in diverse roles across the three lines of defence (client-facing, risk, compliance, audit functions) Demonstrated experience leading and managing through organizational change Proven experience conducting operational risk reviews of vendor-provided applications and controls Project management experience with ability to deliver multiple competing priorities Experience in complaint resolution, dispute management, or regulatory compliance environments Technical Skills: Advanced proficiency with data analysis, reporting tools, and business intelligence platforms Strong knowledge of financial services regulation (FCPF, FCAC guidelines, OSFI standards) Familiarity with case management systems, risk assessment frameworks, and internal control methodologies Bilingual proficiency (French and English) in written and spoken communication is a nice to have Prior experience with regulatory bodies (FCAC, OSFI, CIRO, OBSI) or external complaint resolution mechanisms Familiarity with SOX compliance frameworks and control testing methodologies Experience with business continuity planning and disaster recovery Job Skills Access Management, Adaptability, Building Dashboards, Business Reporting, Communication, Customer Relationship Management (CRM), Decision Making, Detail-Oriented, Ethical Business, Group Problem Solving, Negotiation, Organizational Savvy and Politics, Report Writing, Results-Oriented, Risk Assessments, Stakeholder Engagement Additional Job Details Address: 20 KING ST W:TORONTO City: Toronto Country: Canada Work hours/week: 37.5 Employment Type: Full time Platform: INTERNAL AUDIT Job Type: Regular Pay Type: Salaried Posted Date: 2026-09-16 Application Deadline: 2026-10-19 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.

What you’ll do

The Senior Manager Operations supports the VP of the Client Complaints Appeals Office by driving operational excellence, regulatory compliance, and continuous improvement. They are responsible for overseeing investigations, managing risk assessments, and ensuring effective reporting to senior management and regulatory bodies.

Requirements

Candidates must have 10–20 years of experience in roles across the three lines of defense, including expertise in financial services regulation and complaint resolution. Strong proficiency in data analysis, project management, and risk assessment frameworks is required to succeed in this leadership role.

Listed skills

• Regulatory Compliance · Preferred
• Data analysis · Preferred
• Risk Management · Preferred
• Communication · Preferred
• Reporting · Preferred
• Coaching · Preferred
• Project management · Preferred
• Process Improvement · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Operations Leadership
• Regulatory Compliance
• Risk Management
• Data Analysis
• Project Management
• Complaint Resolution
• Stakeholder Engagement
• Business Continuity Planning
• Financial Services Regulation
• Case Management Systems
• Reporting
• Coaching
• Process Improvement
• Internal Control Methodologies
• SOX Compliance
• Communication
• Report Writing
• Compliance Auditing
• Workplace Inclusivity
• Internal Communication Strategy
• Organizational Change Management
• Accountability
• Internal Controls Testing And Monitoring
• Organizational Savvy and Politics
• Dispute Management
• Effective Communication
• Organizational Leadership
• Bilingual (French/English)
• Research
• Access Controls
• Adaptability
• Application Lifecycle Management
• Reconciliation
• Business Intelligence
• Multilingualism
• Customer Relationship Management
• Internal Controls
• Dashboard
• Business Ethics
• Management
• Business Reporting
• Certified Bank Auditor
• Decision Making
• Quality Auditing
• Consumer Protection
• Continuous Improvement Process
• Disaster Recovery
• Dispute Resolution
• Financial Services
• Leadership

Job areas

• Management & Leadership
• Finance & Accounting
• Customer Service & Support
• Data & Analytics
• Consulting
• Operations Manager
• Operations Manager (General)
• Manufacturing Managers
• General and Operations Managers

More jobs from RBC