Senior Team Lead, Cayman SD

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Senior Team Lead, Cayman SD

senior · Retail & Commercial Banking

Job Description

Application Deadline: August 10, 2026

What is the opportunity?

In this role you will lead and manage the Cayman Service Delivery team in delivering exceptional operational performance, ensuring the efficient execution of a diverse range of transactions and investigations, from simple to complex. This role focuses on operationalizing client care strategies to enhance process efficiency, provide clear visibility into improvements, and resolve issues effectively. Additionally, it involves driving the integration and implementation of new initiatives, maintaining adherence to established service standards (e.g., Service Level Agreements), and ensuring the team’s goals align with the broader business plan, operational risk mitigation, and enhanced client experience.

What will you do?

• Deliver on superior client experience. Accountable for team’s performance against established benchmarks and achievement of Client Service Commitments and Service Level Agreements
• Manage a team of Account Services Agents and Account Services Representatives
• Lead and direct product and process improvement initiatives to improve client experience 
• Champion Coaching Routines for the team; provides quality feedback to employees to reinforce importance of having client “top of mind” at all times  
• Lead efforts to assess and address client escalations using the applicable problem resolution tracking and reporting mechanisms to identify trends and solutions
• Takes action against all available sources of feedback to continuously improve end to end client experience 
• Use all available sources of feedback and data to continually enhance end to end sales and service effectiveness   
• Manage scheduling of hours/days of business of the department using available tools, the right people, the right skills/capability to enhance client experience
• Play active role in building internal networks to capitalize on business opportunities and sales/service efficiency and effectiveness
• Actively participates in business planning with the Centre Manager, supporting RBC strategies and improving client and partner experience 
• Keep up to date on all communications including changes to RBC policy and procedures
• Overall responsibility for operational risk for the department. Coach team to take appropriate action to close gaps identified (e.g. Financial operations, AML, BCM, NIE, Custody, Internal Audit and ICR)

What do you need to succeed?

Must-have

• Degree in Management or related discipline or equivalent education/training in a related field
• Minimum of five (5) years banking experience with a strong operational background
• Minimum of five (5) years management experience in supervisory position
• Sound business knowledge including service and operations and works to ensure client satisfaction is achieved on a daily basis.
• Client first orientation required
• Strong understanding of international banking procedures and policies industry standard and best practices

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.

• A comprehensive Total Rewards Program
• World-class training programs and career development opportunities
• The advantage of working with a dynamic, collaborative, and high performing team where initiative and hard work are recognized and rewarded

Job Skills

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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.

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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.