Manager - AOS COE

What is the Opportunity?

The Manager - AOS COE is a position within the Account Onboarding and Servicing Center of Excellence (AOS COE). This role is strategically important to RBC's production support operations, serving as a key resource for the account opening process, field support coordination, audit capabilities, and operational analysis. The successful candidate will work cross-functionally with multiple stakeholders to ensure smooth operations, resolve production issues efficiently, and support continuous improvement initiatives.

What will you do?

• Production Support and Issue Triage: Manage production support tickets and issues related to the account opening process. Perform triage and severity assessment of production issues to prioritize resources and ensure timely resolution.

• Field Support Coordination: Coordinate and provide troubleshooting support to field teams using the account opening systems. Assist in resolving operational challenges and ensuring field teams have the resources needed to succeed.

• Audit Documentation and Compliance Support: Assist in preparation and maintenance of audit documentation. Support compliance requirements and ensure processes align with regulatory standards and RBC policies.

• Testing Coordination: Support and coordinate testing activities in production and lower environments. Assist in planning test scenarios, executing tests, and documenting results to ensure system quality and readiness.

• Account Opening Process Support: Provide expertise and support for the StartingPoint account opening process. Identify bottlenecks, inefficiencies, and areas for improvement in the process flow.

• Technical Analysis and Problem-Solving: Conduct detailed analysis of operational issues and system problems. Develop solutions and recommendations to improve efficiency, reduce downtime, and optimize resource utilization.

• Cross-Functional Collaboration: Work collaboratively with stakeholders across production support, field operations, technology teams, audit, and compliance to align on priorities and drive initiatives forward.

• Process Documentation and Improvement: Document processes, create standard operating procedures (SOPs), and identify opportunities for continuous improvement in operational workflows.

What do you need to succeed?

Must-have:

• 3+ years of experience managing production support or client-facing operations for onboarding applications or similar systems

• 3+ years of people management experience, including hiring, coaching, and performance management

• Domain expertise in wealth management and account onboarding/servicing

• Proficiency with Salesforce case management and reporting

• Strong operational and process management skills

• Ability to analyze trends, identify patterns, and translate them into actionable insights

• Excellent communication skills with ability to communicate effectively across technical and non-technical stakeholders

Nice to have:

• Experience in financial services production support environments

• Knowledge of data validation controls and compliance requirements

• Demonstrated experience with SLA management and performance metrics

• Familiarity with contractor management and team scaling

• Background in incident management and root cause analysis

• Experience with process improvement methodologies

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 including bonuses and flexible benefits, competitive compensation, commissions, and stock where applicable

• 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

• A world-class training program in financial services

• Flexible work/life balance options

• Opportunities to do challenging work

For Minnesota: The good-faith expected salary range for the above position is $70,000 - $130,000 depending on factors including but not limited to the candidate's experience, skills, registration status; market conditions; and business needs.This salary range does not include other elements of total compensation, including a discretionary bonus and benefits such as a 401(k) program with company-matching contributions; health, dental, vision, life and disability insurance; and paid time-off plan.

RBC's compensation philosophy and principles recognize the importance of a highly qualified global workforce and plays a critical role in attracting, engaging and retaining talent that:

• Drives RBC's high performance culture

• Enables collective achievement of our strategic goals

• Generates sustainable shareholder returns and above market shareholder value

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Additional Job Details

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.

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.