Manager, Operations Support and Controls
RBC — TORONTO, Ontario, Canada
Posted 2026-10-20
Job Description What is the opportunity? This role is responsible for managing critical daily operational activities for DI and IE, including processing reconciliation transactions, Mutual Fund Trailer Rebates, and routine inquiries. The successful candidate will oversee the National Liaison Group (DI-NLG) and IE Account Services inboxes, collaborating with Contact Center, Operations, IT, and cross-functional teams to resolve case management and investigation issues as they arise. The role mitigates business risk by DCOPs and internal account procedures related to Corporate Actions, De-Marketed Clients, Global Sanctions, and Credit Mitigation strategies. Additionally, the candidate will maintain DI/IE Business Continuity Plan (BCP) documentation for accuracy and compliance with established timelines, and serve as the primary point of contact for Broadridge and SIFMA/CIRO Disaster Recovery exercises. What will you do? Act as the central escalation point for Contact Centre inquiries, assessing business, regulatory, legal, and operational risks and escalating to appropriate partners as required. Manage the NLG email box and IE Account Services Inbox, ensuring timely investigation, tro