Training and Special Project Manager

What is the opportunity?

Primarily, the Training and Special Project Manager will be responsible for supporting the Team Manager, Account Services, & Revenue Assurance Teams to deliver an exceptional experience for our BBE Partners and Clients.  On-the-job review of completed work is complimentary to formal training and runs parallel to Team Manager’s coaching responsibilities.  The Training and Special Project Manager will perform reviews of completed work that demonstrates a commitment to operational effectiveness. This position is also responsible for the training and skill set development of the Account Service & Revenue Assurance Officers; providing training plans, direction and motivation to enable them to deliver exceptional client/partner experience.

What will do you?

• Design, create and execute a holistic training plan and program to capture all required skills and behaviours as it relates to new staff, cross training and succession planning. Identify training and development needs within the department through job analysis and regular consultation with business managers. Provides coaching and advice to ensure all staff consistently deliver a positive service experience through identifying and understanding client needs & providing appropriate resolution and guidance related to specific line of business product, process, procedures & policy that will enable us to effectively serve our clients.
• Identify operational efficiency and effectiveness, operational risk related issues/concerns and customer care opportunities across the centre and provides recommendations to address gaps. Demonstrates a continuous improvement mindset through identifying opportunities & possible solutions to improve or enhance the client experience & operational efficiency. Supports team in understanding appropriate products, policies, services, processes and procedures and coaches to close gaps. Identify and communicate emerging trends, best practices and opportunities with the team.
• Collaborates with Centre Managers, Team Managers and SME’s to implement change initiatives and utilize available technology, maintain data integrity, document all relevant client service contacts, and adhere to T&O Policy and Procedures. Support with rollout of Direct Drive to expand productivity measure and drive incentive compensation in the Center.
• Adheres to & demonstrates RBC values as it relates to optimizing time available to serve clients.
• Collaborates with Centre Managers, Team Managers and SME’s to provide coaching and support to all staff to continuously improve all avenues of communication with our clients as reflected in the team’s compliance, Client Service Surveys, Service Partner Surveys, call and email volumes, dashboard metrics and client SLAs.
• Demonstrates commitment to RBC Values through:  Excellent service to clients & to each other, Working together to succeed, Personal responsibility for high performance, Diversity for growth & innovations, Trust through integrity in everything we do.

What do you need to succeed?

Must Have

• Post-secondary education

• 2+ years of relevant experience

• Knowledge of Cash Management suite of products

• Client focus mindset

• Strong interpersonal and communication skills

• Proactive and self-driven, creative and strategic thinker

• Ability to coach to the task at hand

Job Skills

Active Learning, Adaptability, Communication, Customer Service, Decision Making, Detail-Oriented, Group Problem Solving, Interpersonal Relationship Management, Product Services

Additional Job Details

180 WELLINGTON ST W:TORONTOTorontoCanada37.5Full timeTECHNOLOGY AND OPERATIONSRegularSalaried2026-03-162026-04-01

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.

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.