Service Team Lead, Operations

Job Description

What is the opportunity?

Lead and develop a high-performing operations team, driving process excellence, risk mitigation, and exceptional customer service within a dynamic financial services environment.

What will you do?

• Train, mentor, and provide work direction to Operations Associates.
• Monitor daily workflows and optimize resource allocation to meet service levels.
• Handle escalated customer issues and ensure compliance with regulatory standards.
• Suggest process improvements to enhance efficiency and reduce risk.
• Support department initiatives and new system implementations.
• Foster cross-enterprise collaboration and align teams with RBC's strategic goals.
• Conduct performance management and career development for team members.
• Provide backup support during high-volume periods or team absences.

What do you need to succeed?

Must-have

• 4-year degree or equivalent experience (3+ years in operations/financial services).
• 1+ year of industry experience (securities, banking, or technology).
• Proven leadership skills (mentoring, coaching, and work direction).
• Strong problem-solving and analytical abilities for escalated issues.
• Proficiency in Windows-based tools (Word, Excel, Outlook) and brokerage systems.

Nice-to-have

• Degree in business, finance, or related field.
• Experience with process improvement methodologies.
• Advanced customer service and conflict resolution skills.
• Ability to thrive in fast-paced, high-pressure environments.

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
• Opportunities to do challenging work
• Opportunities to take on progressively greater accountabilities  
• Access to a variety of job opportunities across business

Job Skills

Adaptability, Business Performance Management, Critical Thinking, Customer Service, Decision Making, Group Problem Solving, Interpersonal Relationship Management, Operational Delivery, Process Improvements, Time Management

Additional Job Details

Address:

180 WELLINGTON ST W:TORONTO

City:

Toronto

Country:

Canada

Work hours/week:

Employment Type:

Full time

Platform:

WEALTH MANAGEMENT

Job Type:

Regular

Pay Type:

Salaried

Posted Date:

Application Deadline:

Note: Applications will be accepted until 11:59 PM on the day prior to the application deadline date above

Inclusion and Equal Opportunity Employment

At 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.

Join our Talent Community

Stay in-the-know about great career opportunities at RBC. Sign up and get customized info on our latest jobs, career tips and Recruitment events that matter to you.

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

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.

---