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About the Role
The Manager, Process Owner for Cash Management Operations (CMO) will drive operational excellence and process transformation across cash management product delivery by optimizing call center workflows, streamlining client onboarding, and enhancing product maintenance. This role involves designing, optimizing, and improving business processes using Lean Six Sigma and process design methodologies, delivering AI-enabled automation while maintaining rigorous risk governance.
Responsibilities
- 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.
- 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.
- 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.
- 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.
Requirements
- 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.
- 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.
Skills
- Agile Methodology
- Business Data Analysis
- Business Process Modeling
- Commercial Acumen
- Communication
- Critical Thinking
- Decision Making
- Group Problem Solving
- Interpersonal Relationship Management
- Requirements Analysis
Location
- 180 WELLINGTON ST W:TORONTO
- Toronto
- Canada
Work Type
- Full time
Benefits
- 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
About the Company
- 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.