Manager, Process Owner CMO

Royal Bank of Canada · Toronto · CA$8–CA$19/hr (stated in the posting)

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Job Description

What is the opportunity?

The Manger, Process Owner for Cash Management Operations (CMO) will be responsible to drive operational excellence and process transformation across cash management product delivery by optimizing call center workflows, streamlining client onboarding journeys, and enhancing ongoing product maintenance operations. You will design, optimize, and continuously improve business processes using Lean Six Sigma and process design methodologies, delivering AI-enabled automation while maintaining rigorous risk governance. This role combines strategic thinking with hands-on process transformation expertise to unlock operational excellence.

What will you do?

Process Intelligence & Optimization

• Conduct comprehensive end-to-end process assessments using process mapping, data analytics, and process mining to identify inefficiencies, bottlenecks, and root causes
• Design and implement process improvements leveraging Lean Six Sigma methodologies, automation opportunities, and AI-enabled solutions
• Develop and monitor KPIs and performance dashboards to track process health, cycle time reduction, quality improvement, and cost savings
• Translate strategic LOB objectives into actionable process optimization roadmaps with quantifiable business cases

AI & Automation Leadership

• Identify and evaluate opportunities to deploy AI, robotic process automation (RPA), and intelligent workflows as transformation enablers
• Partner with technology and data teams to assess automation feasibility, ROI, and implementation requirements
• Champion adoption of process intelligence tools and platforms to drive data-informed decision-making

Stakeholder Leadership & Communication

• Serve as the primary strategic advisor to Lines of Business on operational efficiency, process redesign, and transformation initiatives
• Communicate complex process improvements, business cases, and change initiatives clearly to executive, operational, and technical audiences
• Facilitate cross-functional collaboration between LOB, Operations, IT, and support teams to ensure seamless implementation and change adoption

Risk Mitigation & Governance

• Identify, evaluate, and monitor process risks; design and implement effective controls aligned with regulatory and compliance requirements
• Ensure process governance, policy adherence, and stakeholder accountability across all process changes
• Support IT on validation, testing, and sign-off for technology enhancements and system implementations

What do you need to succeed?

Must-have:

• Call center operations experience, including understanding of contact center workflows, processes, and service delivery optimization
• Deep understanding of Payments and Cash Management products, services, and operational processes.
• Knowledge of cash management products and commercial client payment solutions
• Exposure to commercial client support operations and relationship management in a business banking context
• Experience in process improvement, operational transformation, or process management
• Proficiency in process mapping, documentation, and process modeling
• Strong process design and redesign experience with measurable business impact
• Risk identification, control design, and operational governance experience
• Exceptional stakeholder management skills across diverse teams and organizational levels
• Strategic thinking and business acumen; ability to connect process improvements to business outcomes
• Excellent communication skills—verbal and written—with ability to influence at all levels

Nice-to-have:

• Hands-on experience with process intelligence platforms, RPA, or AI/automation tools
• Change management certification or training
• Banking/financial services industry experience
• Experience with process mining or advanced analytics tools

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
• Flexible work/life balance options
• Opportunities to do challenging work
• Opportunities to take on progressively greater accountabilities   
• Access to a variety of job opportunities across business and geographies WMUS

Job Skills

Additional Job Details

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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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Expand your limits and create a new future together at RBC. Find out how we use our passion and drive to enhance the well-being of our clients and communities at jobs.rbc.com.

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.

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