Senior Director, Operations Excellence

Job Description

What is the opportunity?

The Senior Director, Operations Excellence is responsible for leading  our Operational Excellence and Modernization initiatives. You will lead with a strong focus on execution across the Client Acquisition and Services teams that delivers exceptional client experience. The incumbent will lead a diverse team of professionals responsible for process design, process excellence and process ownership who will identify, influence and ultimately deliver on Operational benefits as outlined below. You  will ensure our Operational processes run efficiently utilizing effective and relevant operational levers and result in a scalable service model aligned with business growth objectives contributing to achievement of overall NIAT goals while continuing to meet regulatory standards and compliance policies. You will influence strategic direction regarding future operations initiatives as well. The incumbent must have very strong knowledge of Insurance and demonstrated experience in driving change in key end to end processes as well as a strategic mindset.   

What will you do?

• Drive operational transformation and excellence, aligning with platform objectives and embedding continuous improvement into the Operations Culture

• Lead change management to ensure operational excellence becomes integral to the culture, empowering leaders and employees to align with CAS Strategy and business goals

• Lead end-to-end operational process optimization through initiatives like Lantern and Mango, ensuring annual efficiencies across all LOBs

• Recommend KPIs for expense management, ensuring processes operate within target unit costs and driving continuous improvement

• Work with Operational leaders, Product Management, Corporate Underwriting, and other partners to ensure process alignment, meet KPIs, and maintain strategic alignment

• Lead transformation and re-imagine initiatives, recommend efficiency-driven projects, and oversee vendor relationships and digital initiatives to ensure expected benefits

• Partner with Compliance and Insurance Risk Management to build a superior risk framework, identify risks, and implement mitigating strategies for operational risks

What do you need to succeed?

Must-have

• 12+ years of financial services experience. Deep industry expertise to navigate complex operational and strategic challenges in banking/insurance

• Understanding of insurance-specific financial metrics, risk management, and regulatory frameworks to drive profitability and compliance

• Track record of leading cross-functional teams, influencing stakeholders, and driving organizational alignment with strategic goals

• Demonstrated ability to design, implement, and sustain large-scale operational transformations (e.g., process optimization, digital initiatives)

• Established credibility in fostering collaborative relationships with internal teams and external vendors to ensure alignment and accountability

• University degree and/or relevant post-graduate qualification

Nice-to-have

• Change Management certification

• Ability to connect operational initiatives to long-term business objectives and anticipate industry trends

• Proven focus on enhancing client experience through process improvements or service excellence

• Track record of fostering cross-functional partnerships to drive shared goals

What’s in it for you?

Whether it’s developing new skills, opportunities to innovate and grow, modern and comprehensive benefits, or the flexibility to enjoy the moments that matter, at RBC you have everything you need at your fingertips to build your career and life.

• Working with an award-winning team Awards | RBC Diversity & Inclusion

• A comprehensive Total Rewards package that prioritizes your overall wellbeing, including flexible and modern benefits, competitive compensation and stock options

• Work where you belong as part of a supportive, inclusive team and company that celebrate your unique perspectives, background and experience and want you to bring your whole self to work, every day.

• Leaders who are invested in your success and provide opportunities to learn, to grow and to try new things. Develop new skills, sharpen existing ones and explore paths you never knew existed with a host of learning programs and tools designed to support you in every phase of your career.

• Flexible work arrangements and leaders who support your needs—both personal and professional.

• An opportunity to have real impact on the lives of our clients and the communities you serve.

• RBCI software tools to boost your productivity 

Job Skills

Client Counseling, Commercial Acumen, Creative Visualization, Decision Making, Long Term Planning, Managerial Courage, Organizational Change Management, Organizational Leadership, Strategic Thinking

Additional Job Details

Address:

MEADOWVALE BUSINESS PARK, 6880 FINANCIAL DR:MISSISSAUGA

City:

Mississauga

Country:

Canada

Work hours/week:

37.5

Employment Type:

Full time

Platform:

INSURANCE

Job Type:

Regular

Pay Type:

Salaried

Posted Date:

2026-04-23

Application Deadline:

2026-05-07

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

Compensation for this position (including salary and discretionary/variable payments) will be determined by factors, including but not limited to candidate's experience, skills, registration status, performance, individual goals, market conditions, and business needs.

Pay Range

The expected pay range for this position is:

$135,000.00 - $185,000.00

The pay range provided is for the primary work location referenced in the Additional Job Details section of this job posting. Pay ranges may differ based on location. If the posting lists multiple job locations, a recruiter can confirm availability of the role and the relevant pay rage for the additional locations listed. RBC supports pay transparency and we strive to ensure all pay ranges are competitive, fair, and equitable.

You have the potential to earn RBC's discretionary variable compensation program which gives you an opportunity to increase your total compensation, provided that business meets its performance targets and you meet your individual goals.

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.

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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.