Job DescriptionThe 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) guidelinesDrive 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 reportingCollaborate with CART and Case IQ platforms to strengthen reporting and decision-making across all operational facetsStakeholder Collaboration & Communication (20%)Work with internal stakeholders to identify process, policy, and approach gaps; share coaching opportunities and drive continuous improvementSupport external and internal communication strategies, including presentations to senior management and external regulatory bodiesMaintain weekly reconciliation of Case IQ L4 closed cases versus OBSI Portal; track and report on OBSI Pilot Project resultsDeliver bi-weekly closed case results and quarterly L3/L4 results reportingRisk Management & Compliance (Embedded Across All Responsibilities)Execute Risk and Control Self-Assessments (RCSA)



to identify operational risks and validate effectiveness of control activitiesConduct annual Supplier Risk Management Assessments (SRMA) for critical third-party vendors supporting CCAO operationsDevelop and maintain Business Continuity Plans ensuring critical processes remain operational during disruptionsOversee IT application management, including system health assessments and access controls (CART, Case IQ platforms)Establish and monitor Key Risk Indicators (KRIs) aligned with organizational risk toleranceConduct semi-annual system access reviews to ensure appropriate segregation of duties and compliance with SOX requirementsSupport execution of SOC 2 attestation requirementsReporting & External Accountability (15%)Accountable for supporting the development and publication of the CCAO annual report to the public within prescribed timelines, accessible on RBC's websiteSupport the VP CCAO in executing an effective communication plan with weekly, bi-weekly, and quarterly reporting deliverables:Weekly comparison of Case IQ L4 Closed Cases vs. OBSI Portal discrepanciesWeekly OBSI Pilot Project results trackingBi-weekly closed case resultsQuarterly L3 and L4 results reportingPersonal Learning & Development (15%)Conduct research on internal dispute resolution frameworks and methodologies; benchmark with industrypeers to enhance CCAO processesStay current with regulatory requirements (FCAC, OSFI, CBA standards)



and emerging best practices in complaint resolutionSupport team capability elevation through continued coaching and career development initiativeExperience10–20 years of experience in diverse roles across the three lines of defence (client-facing, risk, compliance, audit functions)Demonstrated experience leading and managing through organizational changeProven experience conducting operational risk reviews of vendor-provided applications and controlsProject management experience with ability to deliver multiple competing prioritiesExperience in complaint resolution, dispute management, or regulatory compliance environmentsTechnical SkillsAdvanced proficiency with data analysis, reporting tools, and business intelligence platformsStrong knowledge of financial services regulation (FCPF, FCAC guidelines, OSFI standards)Familiarity with case management systems, risk assessment frameworks, and internal control methodologiesBilingual proficiency (French and English) in written and spoken communication is a nice to havePrior experience with regulatory bodies (FCAC, OSFI, CIRO, OBSI) or external complaint resolution mechanismsFamiliarity with SOX compliance frameworks and control testing methodologiesExperience with business continuity planning and disaster recoveryJob SkillsAccess Management, Adaptability, Building Dashboards, Business Reporting, Communication, Customer Relationship Management (CRM), Decision Making, Detail-Oriented, Ethical Business, Group Problem Solving, Negotiation, Organizational Savvy and Politics, Report Writing, Results-Oriented, Risk Assessments, Stakeholder EngagementAdditional Job DetailsAddress:20 KING ST W:TORONTOCity:TorontoCountry:CanadaWork hours/week:37.5Employment Type:Full timePlatform:INTERNAL AUDITJob Type:RegularPay Type:SalariedPosted Date:2026-09-16Application Deadline:2026-10-19Note:Applications will be accepted until 11:59 PM on the day prior to the application deadline date above#J-18808-Ljbffr

📌 Ccao Senior Manager Operations (Winnipeg)
🏢 RBC
📍 Winnipeg