CCAO Senior Manager Operations

Job Description

The Senior Manager Operations (CCAO) is a key leadership role responsible for supporting the VP Client Complaints Appeals Office. As the incumbent, you will play a critical role in ensuring operational excellence, regulatory compliance, and continuous improvement across all facets of the CCAO function. You will work collaboratively across the organization to drive objective complaint resolution while supporting the operational and compliance soundness of the business unit.

Operations Leadership (50%)

• Support team leadership in enabling successful completion of investigations in adherence with the Financial Consumer Protection Framework (FCPF) and Financial Consumer Agency of Canada (FCAC) guidelines
• Drive ongoing review and enhancement of the team operating model to effectively address escalations from the External Complaints Body (Level 4 within the progressive escalation model)
• Support enhancement of data capture, monitoring, and reporting capabilities, reducing manual processes and developing insights-driven reporting
• Collaborate with CART and Case IQ platforms to strengthen reporting and decision-making across all operational facets

Stakeholder Collaboration & Communication (20%)

• Work with internal stakeholders to identify process, policy, and approach gaps; share coaching opportunities and drive continuous improvement
• Support external and internal communication strategies, including presentations to senior management and external regulatory bodies
• Maintain weekly reconciliation of Case IQ L4 closed cases versus OBSI Portal; track and report on OBSI Pilot Project results
• Deliver bi-weekly closed case results and quarterly L3/L4 results reporting

Risk Management & Compliance (Embedded across all responsibilities)

• Execute Risk and Control Self-Assessments (RCSA) to identify operational risks and validate effectiveness of control activities
• Conduct annual Supplier Risk Management Assessments (SRMA) for critical third-party vendors supporting CCAO operations
• Develop and maintain Business Continuity Plans ensuring critical processes remain operational during disruptions
• Oversee IT application management, including system health assessments and access controls (CART, Case IQ platforms)
• Establish and monitor Key Risk Indicators (KRIs) aligned with organizational risk tolerance
• Conduct semi-annual system access reviews to ensure appropriate segregation of duties and compliance with SOX requirements
• Support execution of SOC 2 attestation requirements

Reporting & External Accountability (15%)

• Accountable for supporting the development and publication of the CCAO annual report to the public within prescribed timelines, accessible on RBC's website
• Support the VP CCAO in executing an effective communication plan with weekly, bi-weekly, and quarterly reporting deliverables:
  • Weekly comparison of Case IQ L4 Closed Cases vs. OBSI Portal discrepancies
  • Weekly OBSI Pilot Project results tracking
  • Bi-weekly closed case results
  • Quarterly L3 and L4 results reporting

Personal Learning & Development (15%)

• Conduct research on internal dispute resolution frameworks and methodologies; benchmark with industry peers to enhance CCAO processes
• Stay current with regulatory requirements (FCAC, OSFI, CBA standards) and emerging best practices in complaint resolution
• Support team capability elevation through continued coaching and professional development initiative

• Experience:
  • 10–20 years of experience in diverse roles across the three lines of defence (client-facing, risk, compliance, audit functions)
  • Demonstrated experience leading and managing through organizational change
  • Proven experience conducting operational risk reviews of vendor-provided applications and controls
  • Project management experience with ability to deliver multiple competing priorities
  • Experience in complaint resolution, dispute management, or regulatory compliance environments
• Technical Skills:
  • Advanced proficiency with data analysis, reporting tools, and business intelligence platforms
  • Strong knowledge of financial services regulation (FCPF, FCAC guidelines, OSFI standards)
  • Familiarity with case management systems, risk assessment frameworks, and internal control methodologies
  • Bilingual proficiency (French and English) in written and spoken communication is a nice to have
  • Prior experience with regulatory bodies (FCAC, OSFI, CIRO, OBSI) or external complaint resolution mechanisms
  • Familiarity with SOX compliance frameworks and control testing methodologies
  • Experience with business continuity planning and disaster recovery

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

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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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