CCAO Senior Manager Operations
RBC — TORONTO, Ontario, Canada
Posted 2026-10-05
Job Description The Senior Manager Operations (CCAO) is a key leadership role responsible for supporting the VP Client Complaints Appeals Office. As the incumbent, you will play a critical role in ensuring operational excellence, regulatory compliance, and continuous improvement across all facets of the CCAO function. You will work collaboratively across the organization to drive objective complaint resolution while supporting the operational and compliance soundness of the business unit. Operations Leadership (50%) Support team leadership in enabling successful completion of investigations in adherence with the Financial Consumer Protection Framework (FCPF) and Financial Consumer Agency of Canada (FCAC) guidelines Drive ongoing review and enhancement of the team operating model to effectively address escalations from the External Complaints Body (Level 4 within the progressive escalation model) Support enhancement of data capture, monitoring, and reporting capabilities, reducing manual processes and developing insights-driven reporting Collaborate with CART and Case IQ platforms to strengthen reporting and decision-making across all operational facets Stakeholder Collaboration & C