Pilot Jobs in Toronto – Operations Manager

Job Description:

RBC Ventures is a new kind of business – one that marries the strength of one of the world’s most trusted and successful financial institutions with a mission to reimagine the role we play in people’s lives – to move RBC ‘beyond banking’. We’re building a world-class organization focused on designing exceptional experiences, exploring new business models, and creating exponential value. In 2020, we were named by Fast Company as one of the 100 Best Workplaces for Innovators and we’re looking for team members with the curiosity to explore, the capabilities to build, and the capacity to help us deliver our mission.

Job Responsibilities:

• Anticipate and manage resistance to change
• Triage escalations to Tier 3 (T&S Officer) appropriately
• Respond to Tier 2 escalations (phone and email)
• Improve escalation process documentation/playbook and call/email scripts
• Conduct investigations and keep detailed documentation of findings
• Develop well-structured implementation plans
• Proactively identify risks and mitigation plans with guidance and input from the Strategy & Operations team
• Develop and implement a tiered response to escalations; validate feasibility of centralised model
• Provide support and coaching to Tier 1 escalation groups
• Gather requirements for input into project plans/roadmaps, think through implementation strategy and enable transition from pilot projects to
• BAU or work to identify how we could improve/resolve known issues within our processes.

Job Requirements:

• Fluently bilingual (English/French)
• Exceptional verbal and written communication skills with a customer-focused approach
• Experience designing, implementing, and improving processes using Lean, Six Sigma, or other structured approaches
• Highly organised and detail-oriented
• Able to remain calm during stressful situations
• Experience conducting investigations or in auditing
• Ability to de-escalate and defuse tense situations

Job Details:

Company: RBC

Vacancy Type: Full Time

Job Location: Toronto, Ontario, CA

Application Deadline: N/A

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