Senior Manager, Operations Support GRM

RBC; Toronto; On-site; CAD 80,000 - 110,000; Full time

Job summary

A leading financial institution in Toronto is seeking a Senior Manager, Operations Support, to ensure operational excellence and risk-controlled delivery of services. This role involves managing vendor relationships, leading access management efforts, and analyzing data to improve operational efficiency. The ideal candidate will showcase exceptional relationship management and communication skills, alongside technical proficiency in tools like Excel and Teradata. Join a progressive team committed to delivering excellent financial services and fostering a collaborative work environment.

Benefits

Opportunities to make a lasting impact

Dynamic and collaborative team environment

Challenging work opportunities

Qualifications

• Proven ability to build and maintain strong relationships.
• Excellent verbal and written communication abilities.
• Experience in managing investigations and escalations.
• Advanced skills in Microsoft Office Suite for data analysis.
• Strong organizational skills with meticulous approach.

Responsibilities

• Serve as primary liaison between teams and vendors.
• Manage vendor inquiries and maintain strong relationships.
• Lead user access attestations and perform audits.
• Track incidents and manage escalations effectively.
• Analyze SLA performance and provide actionable insights.

Skills

Relationship Management

Communication Skills

Investigative Expertise

Technical Proficiency in Excel

Attention to Detail

Tools

Teradata

Microsoft Office Suite

Job description

Job Description

As the Senior Manager, Operations Support for RBC’s Group Risk Management (GRM) team, you will play a pivotal role in ensuring operational excellence and risk‑controlled delivery of services. This position is at the intersection of operational expertise, vendor management, and risk mitigation, supporting RBC’s GRM and Personal & Commercial Banking (P&CB) teams, as well as external partners like TransUnion and Equifax. You will lead bureau‑related project delivery, oversee SLA performance, manage access reviews, and handle escalations with precision and professionalism.

This is an exciting opportunity to contribute to RBC’s operational success by driving efficiency, fostering strong relationships, and ensuring compliance with risk management standards.

What Will You Do?

Operational Leadership & Vendor Management

• Serve as the primary liaison between RBC, internal teams, and external vendors (e.g., TransUnion, Equifax) to ensure seamless communication and operational satisfaction.
• Manage vendor inquiries related to access reviews, member code management, dispute escalations, SLA alerts, and bureau‑related project support.
• Oversee and maintain strong vendor relationships, ensuring adherence to service‑level agreements (SLAs) and operational standards.

Access Management & Risk Control

• Lead user access attestations and reviews, ensuring robust access controls to prevent unauthorized access.
• Conduct regular access audits and implement corrective actions to address any identified risks.
• Support member code setup and maintenance for UAT and production environments, ensuring compliance with change management protocols.

Incident Management & Escalation Handling

• Track and manage incidents and escalations, establishing formal processes to provide visibility and resolution for all stakeholders.
• Act as the escalation point for service‑related issues, collaborating with internal teams and vendors to resolve disputes effectively.

Data Analysis & Reporting

• Monitor and analyze SLA performance and hit rate reports, identifying trends and potential issues.
• Provide actionable insights and recommendations to improve operational efficiency and mitigate risks.
• Act as a subject matter expert in data assessment, leveraging tools like Teradata and Excel to investigate and resolve service‑related issues.

Documentation & Process Improvement

• Maintain and update job aids, forms, and documentation in My Market Place (MMP), ensuring all resources are current and accessible.
• Continuously identify opportunities to streamline processes and enhance operational workflows.

What Do You Need to Succeed?

Must‑Have Skills

• Superior Relationship Management: Proven ability to build and maintain strong relationships with internal teams and external vendors.
• Exceptional Communication Skills: Excellent verbal and written communication abilities to convey complex information clearly and effectively.
• Investigative Expertise: Demonstrated experience in managing investigations and handling escalations with a focus on resolution and risk mitigation.
• Technical Proficiency: Advanced skills in Microsoft Office Suite (Excel, Word, PowerPoint) for data analysis and reporting.
• Attention to Detail: Strong organizational skills with a meticulous approach to managing operational processes and documentation.

Nice‑to‑Have Skills

• Operations & Compliance Experience: Familiarity with operational processes and compliance frameworks in a financial services environment.
• Data Investigation Expertise: Experience using tools like Teradata or advanced Excel functions for data analysis and issue resolution.
• Sales Platform Knowledge: Understanding of sales platform applications to support investigation and operational needs.

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

Business Performance Management, Investment Banking Analysis, Investment Economics, Investment Management Systems, Investment Performance Measurement, Investment Risk, Investment Risk Management, Market Risk, Operational Risks, Performance Management (PM), Quality Management, Risk Management, Standard Operating Procedure (SOP)

Additional Job Details

Address: RBC WATERPARK PLACE, 88 QUEENS QUAY W:TORONTO

City: Toronto

Country: Canada

Work hours/week: 37.5

Employment Type: Full time

Platform: GROUP RISK MANAGEMENT

Job Type: Regular

Pay Type: Salaried

Posted Date: 2025-12-04

Application Deadline: 2025-12-20

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.

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