Senior Manager Operations Onboarding & Manager Training & QVO

RBC; Burlington; On-site; CAD 110,000 - 150,000; Full time

Job summary

RBC is seeking a leader to manage a team providing first-level client support for AML Onboarding, ensuring adherence to SLAs and regulatory requirements. The role includes escalation handling for high-risk clients and developing an integrated AML management framework across RCAP Leasing.

You will draft policies, oversee onboarding documentation, and partner with RBC colleagues to build a future-ready compliance program while maintaining strong controls and audits.

Qualifications

• 2 years People Management experience.
• 2-3 years Leasing experience.
• Sound understanding of Anti-Money Laundering/Anti-Terrorist Financing compliance functions.

Responsibilities

• Establish and maintain a control infrastructure for AML onboarding and compliance programs.
• Ensure adherence to RBC and regulatory AML/CTF requirements and client due diligence.
• Lead a team to support first-level client inquiries and incident escalations.
• Review decision forms for compliance and identify process gaps with actionable solutions.
• Develop and implement policies related to AML; collaborate with RCAP/RBC colleagues.
• Provide guidance on risk mitigation and coordinate with internal audit on regulatory risk.

Skills

People Management

AML Compliance

Leasing Experience

Job description

What is the opportunity?

Lead a team of professionals responsible for providing first-level client support for AML Onboarding products and services on compliance related decisions. Ensure Compliance Team’s adherence to the established business Service Level Agreement (SLA) requirements for enquiries raised by clients. Ensure AML Onboarding retains all account opening records and associated documents in accordance with RBC and regulatory requirements. Act as primary point of escalation for concerns related to High Risk Clients and liaise with the AML High Risk Clients Team as appropriate.

Job Description

Lead a team of professionals responsible for providing first-level client support for AML Onboarding products and services on compliance related decisions. Ensure Compliance Team’s adherence to the established business Service Level Agreement (SLA) requirements for enquiries raised by clients. Ensure AML Onboarding retains all account opening records and associated documents in accordance with RBC and regulatory requirements. Act as primary point of escalation for concerns related to High Risk Clients and liaise with the AML High Risk Clients Team as appropriate. Review all decision agreement forms according to legal and compliance requirements while identify process gaps and provide solutions and initiatives for a future ready approach. Oversight of the Anti-Money Laundering (AML) Compliance Program. Partner with RCAP/RBC colleagues to develop an integrated AML management framework and design an effective control testing program to ensure regulatory compliance. Responsible for drafting of new policies relating to AML and provide AML input into folios / procedures.

What will you do?

• Establish and maintain a control infrastructure consisting of operational processes, documentation, internal audit, and regulatory reporting procedures to ensure continuous compliance with RBC and Regulatory Anti-Money Laundering/Anti-Terrorist Financing laws and regulations.
• Ensure adherence to and maintenance of core components of the Anti-Money Laundering/Anti-Terrorist Financing Compliance program functions including Client Due Diligence.
• Work with business partners, as required, in the operationalization of policies and procedures as they affect the products and services for RCAP Leasing.
• Ensure adequate current and future availability of trained agents that have the required skills to complete the required responsibilities for the role.
• Ensure equal distribution of task based on workflow process to meet or exceed key performance indicators in handling anticipated business volumes.
• Act as the primary point of escalation for the Team to answer questions and provide guidance.
• Provide direction on AML issues and initiatives as they relate to RCAP Leasing.
• Develop and manage the Onboarding procedures adherence to AML Client Identification and Recordkeeping requirements for new and existing client.
• Ensure compliance with new and/or changing regulations and provide sufficient guidance to employees to meet all applicable regulations.
• Identify emerging AML and fraud exposure risks and develop a strategy to manage and mitigate the risks.
• Lead and build capabilities to allow for talent management and upskilling.
• Ensure compliance with RBC’s Code of Conduct, RBC Values and Guiding Principles and ensuring adherence to Privacy principles.
• Provide guidance and recommendations on risk mitigation strategies and ensure proper implementation.
• Address issues identified by internal audit related to any regulatory risk.
• Support client escalations and complaints related to compliance issues as a second level escalations.
• Ensure weekly submission of the Low Volume Scanning (LVS) report is submitted in the established timeline to the AML Insight and Analytics Team for sanction screening.
• Evaluate metrics and quality reviews of Compliance practices and productivity to identify areas for improvement, training needs and the degree of compliance with procedural requirements.
• Collaborate with stakeholders to identify root causes of non-compliance event, improve consistency and transparency of risk measurement, metrics, and reporting.
• Collaborate with stakeholders to plan and implement new projects and initiatives.
• Develop solutions and make recommendations based on an understanding of the business strategy and stakeholder needs.
• Deliver the reporting of onboarding stats on weekly basis to Senior Management.
• Identify emerging issues and trends for informed decision-making.
• Gather and provide input to Product Development on improvements to processes and participate in functional testing prior to launch of new products or services.
• Manage remediation of audit findings to make course corrections and prevent future violations.
• Ensure team maximize the use of self-serve tools to build their capabilities.

What do you need to succeed?

Must Have

• Sound understanding of Anti-Money Laundering/Anti-Terrorist Financing Compliance program functions including Client Due Diligence (KYC - Know Your Client)
• 2 years People Management
• 2 to 3 years Leasing Experience

Nice to have

• Bilingual Capability
• Knowledge and understanding of all required systems/abilities for multiple lines of business on multiple platforms ( eg. Sale platform, Outlook, Excel Ambit, ECM )
• Knowledge and understanding of RBC policies, procedures, products, security documentation and RBC audit and control policies.

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.

• Ability to make a difference and lasting impact
• Work in a dynamic, collaborative, progressive, and high-performing team
• Opportunities to do challenging work

Job Skills

Adaptability, Crisis Management, Decision Making, Group Problem Solving, Interpersonal Relationship Management, Long Term Planning, Operational Delivery, Process Improvements, Task Delegation, Time Management

Additional Job Details

Address: 5575 NORTH SERVICE RD:BURLINGTON

City: Burlington

Country: Canada

Work hours/week: 37.5

Employment Type: Full time

Platform: PERSONAL & Commercial Banking

Job Type: Regular

Pay Type: Salaried

Posted Date: 2026-10-02

Application Deadline: 2026-10-17

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.