City : Toronto

Category : Audit | Compliance | Legal | Risk

Industry : Financial/Banking

Employer : RBC

What is the opportunity?

As part of the Group Risk Management (GRM) team, the Associate Director will work as part of the GRM Operational Risk Shared Services (ORSS) team which is a centralized 2LOD group responsible to provide operational and technical support across RBC segments and geographies leveraging consistent set of tools, practices, procedures, and subject matter expertise.

This role specifically will lead a team in providing exceptional operational and technical support for various applications within the Operational Risk portfolio ensuring a seamless service experience for our internal customers.  This position plays a crucial front-line role representing the Operational Risk organization to our enterprise-wide internal customers.

What will you do?

Operational and Technical Support

• Lead a team in providing exceptional operational and technical support and service excellence for general inquiries, ensuring all service standards are met within defined Service Level Agreements (SLAs)
• Provide operational and technical support for general inquiries related to Operational Risk supported applications (technical support requests, access provisioning, business organizational hierarchy changes, bulk uploads, etc.)
• Provide operational support to various work streams, activities and processes required to support operational risk across the enterprise  
• Collaborate with cross-functional teams and subject matter experts to triage, investigate, and resolve complex issues impacting internal customers, including conducting preliminary analysis, identification of root causes and developing solutions for application issues related to new technology releases and upgrades
• Identifying opportunities for continuous operational improvements and process automation, driving efficiency and excellence in the Operational Risk Shared Services team
• Responsible for creating, refining and maintaining documentation related to operational processes and technical support procedures
• Support the adoption and implementation of new functionality and/or applications leveraging communication channels and end user training opportunities
• Participate in User Acceptance Testing (UAT) and/or Post Implementation Verification (PIV) as required

Relationship Management and Communication

• Acts as a trusted advisor to Operational Risk Practice Leads and internal key stakeholders / users
• Builds and manages effective relationships with Product Owners, T&O partners and Analytics & Data Science stakeholders at all levels of the organization

Team Management

• People Manager - Leads the Operational Risk Systems & Analytics team to ensure alignment with RBC’s strategic direction
• Ensure employees understand RBC’s vision, as well as support and reinforce targeted behaviors that contribute to RBC’s goals.
• 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.

What do you need to succeed?

Must-have:

• Bachelor's Degree
• 5-8 years of experience in a relevant functional area including financial services, information technology, or other related operational area that supports risk/compliance initiatives within the organization
• 3+ years Leadership role
• Proven track record of strong leadership and people management skills
• Previous technical support experience or customer service experience
• Excellent problem-solving and analytical skills
• Ability to work collaboratively, develop strong relationships and influence people/groups of varying disciplines and backgrounds
• Creativity to go beyond current processes to deliver the best solution for a problem or an opportunity
• Excellent verbal and written communication skills
• Ability to quickly and efficiently adapt to new concepts
• Highly proficient in MS Office applications such as Word, Power Point, Visio and with large volumes of data
• Strong working knowledge of Operational Risk Management concepts and processes
• Working knowledge of industry Governance, Risk and Compliance (GRC) solutions/packages
• Knowledge of data management and operational risk management practices
• Experience working with cross-functional teams in agile environments

Nice-to-have:

• Experience within GRC domains, preferably in Operational Risk
• Experience with testing frameworks

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 advice 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.

• Leaders who support your development through coaching and managing opportunities
• Ability to make a difference and lasting impact.
• Work in a dynamic, collaborative, progressive, and high-performing team.
• Opportunities to do challenging work and make a difference.
• Opportunities to build close relationships.

Job Skills

Analytical Thinking, Analytical Thinking, Application Testing, Business Process Design, Business Productivity, Change Management, Client Centricity, Cross-Team Collaboration, Customer Interactions, Customer Service, Customer Support Operations, Customer Support Systems, Data Administration, Decision Making, Help Desk Support, Internal Customers, Interpersonal Relationships, Operational Integrity, Operational Risks, Operation Risk Management, Problem Management, Process Improvements, Relationship Building, Risk Control, Risk Management {+ 6 more}

Additional Job Details

20 KING ST W:TORONTOTorontoCanada37.5Full timeGROUP RISK MANAGEMENTRegularSalaried2025-12-112026-01-02

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

Inclusion and Equal Opportunity Employment

At 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.