Chief Operating Officer, Mydoh

Job Summary

Job Description

About RBCx

RBCx pursues big, bold ideas and leverages RBC’s extensive experience, networks, and capital to help shape what’s next. Our four pillars – Banking, Capital, Platform, and Ventures – combine to support tech businesses of all sizes and stages, making us the go-to backer of Canadian innovation. Our people are our most valuable assets, which is why we invest deeply in making sure RBCx isn’t just a place to work, but a place to belong.

About Mydoh

Mydoh, one of several venture businesses created and built at RBCx, is a money management app and Smart Cash Card designed to help parents help their kids gain money skills and build financial literacy. As an organization, we’re looking for trailblazers and innovators who want to help the next generation of Canadians build a strong financial foundation. If that’s you, we can’t wait to connect.

What is the opportunity?

Mydoh is looking to hire a Chief Operating Officer who will report directly to the CEO. This role is responsible for supporting and informing our business strategy, identifying, and delivering operational efficiencies, ensuring exceptional customer service to clients, and creating a supportive environment for all Mydoh’ers. In this role the COO, Mydoh collaborates and ensures the smooth functioning of daily operations across Customer Success, Fraud and Risk Management, and other operational functions. The successful candidate will foster a culture of collaboration, accountability, and continuous improvement throughout Mydoh. This is an awesome opportunity for a strategic thinker with a focus on innovation and operational excellence.

What will you do?

1. Operations Management, Team Effectiveness, & People Experience

Oversee and ensure the maintenance of internal policies and procedures that drive Mydoh’s operational, organizational, and team effectiveness.

Implement new ideas, best practices, and routines to improve the efficiency and effectiveness of Mydoh’s operations.

Lead and guide the Mydoh leadership team in preparing and delivering Monthly and Quarterly Business Reviews and business updates for the CEO, Board of Directors, and other key stakeholders and RBC leaders.

Champion RBC’s Leadership Model Behaviours and introduce a culture of ‘doing the right thing’ for Mydoh’s clients, employees, and partners.

Prioritize activities and initiatives that support career and professional development, and an inclusive culture that enables people to be their best selves.

Support cross-functional teams to define and establish standardized career-trajectory paths for core functions that are aligned to enterprise talent mapping.

1. Delivery Excellence

Collaborate and support Mydoh’s Product, Design, Platform, and Engineering teams and select partners and suppliers on exceptional product delivery.

Oversee and guide the efficient delivery of go-to-market strategies and initiatives alongside Marketing, Design, internal centers of excellence, and external partners.

Implement new and close gaps with existing internal workflows to ensure best-in-class agile delivery methods.

Implement RBC’s OKR framework and ensure the appropriate metrics are in place to track delivery and performance improvements over time.

Ensure partners across legal, compliance, risk, PR, procurement, and other partners operate within our delivery best practices.

1. Exceptional Client Service & Support

Collaborate with Mydoh’s Customer Success team to deliver an exceptional client experience ensuring client needs are met, and monitored through escalations, verbatim feedback, surveys, and other key data points.

Pursue forward-thinking initiatives that anticipate client needs to provide meaningful support tailored to each client inquiry.

Maintain a strong connection with the Head of Product, Head of Platform, Head of Design, Head of Marketing, Director of Risk, Fraud, & Privacy, and Head of Technology to ensure the needs of our clients are known and well understood and that the product evolves to better meet these needs.

Maintain a high level of knowledge of the Mydoh product and service offering, business changes, outbound campaigns, and in-market offers and promotions to ensure the Customer Success team is equipped to answer all client inquiries.

Oversee Customer Success operational improvements to automate tasks improve the team’s efficiency and free up capacity for high-value activities.

1. Risk Management & Compliance

Partner with the Centralized Operational Risk team to plan and prioritize risk assessments, ensuring current and future risks have been identified and mitigated prior to product and service launches.

Promote a strong culture of risk management across the organization aligned with Mydoh’s growth strategy and specific business initiatives.

Engage applicable stakeholders to support our risk mitigation strategies.

Ensure processes are implemented and improved to align with regulatory requirements and RBC’s risk policies.

Effectively communicate risk findings and implications with Mydoh personnel to ensure understanding and adherence.

What do you need to succeed?

Must have:

Undergraduate degree in business or related field.

A minimum of 8 years of experience in operations, product and project delivery, and strategy development.

Strong writing and oral communication, presentation, and storytelling skills, and the ability to determine the information and communication needed to keep stakeholders and team members well informed.

Demonstrated proficiency in efficient operational processes and procedures to optimize productivity and minimize costs.

Strong people management skills and experience directly and indirectly leading teams of 10 or more.

A strong understanding of technology and digital product delivery.

Strong personal organizational, project management, and time management skills.

Results-oriented; Able to set and consistently meet high-quality standards while handling a variety of programs, tasks, and deadlines simultaneously.

Nice-to-have:

Experience leading innovation in matrix organizations.

Experience managing a P&L, with budget accountability across a large team or department.

Experience in fintechs or startups leading digital banking, payments, and/or financial product development.

Advanced degree in Business Management.

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 in our communities, and achieving mutual success.

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.

RBC is committed to supporting flexible work arrangements when and where available. Details to be discussed with the Hiring Manager.

#RBCx

#Ll-Hybrid

#Ll-POST

Job Skills Adaptability, Business Performance Management, Customer Service, Decision Making, Interpersonal Relationship Management, Operational Delivery, Process Improvements, Time Management

Additional Job Details

Address: 20 KING ST W:TORONTO

City: TORONTO

Country: Canada

Work hours/week: 37.5

Employment Type: Full time

Platform: PERSONAL & COMMERCIAL BANKING

Job Type: Regular

Pay Type: Salaried

Posted Date: 2024-07-31

Application Deadline: 2024-08-21

Inclusion and Equal Opportunity Employment

At RBC, we embrace diversity and inclusion for innovation and growth. We are committed to building inclusive teams and an equitable workplace for our employees to bring their true selves to work. We are taking actions to tackle issues of inequity and systemic bias to support our diverse talent, clients and communities.

We also strive to provide an accessible candidate experience for our prospective employees with different abilities. Please let us know if you need any accommodations during the recruitment process.

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