Job Summary Job Description WHAT IS THE OPPORTUNITY? As a Centre Leader in Victoria, you lead, monitor, and provide training for cash management services team while operationalizing customer care strategies, in essence you manage the team of service for cash handling and management programs including high value business banking clients, Smart ATM and branch needs; You provide direction relative to the identification of process and efficiency improvements, problem resolution and the implementation of new initiatives and activities derived from your market or cascaded from National Office partners. Typically supervises hourly and entry-to-mid level employees with day-to-day direction and tasks, in alignment with departmental procedures. Accountable for the delivery of the Department/Functions goals and objectives while managing business plan and operational risk mitigation. As a people manager, your main core accountabilities are: Team Environment: creating a safe and inclusive environment and be purposeful about where, when and how we work; Team Performance: Drive performance by setting clear and ambitious goals that align with T&O and TEO organizational and business priorities, while driving productivity and team success; Talent Management: by providing useful feedback and coaching, developing the leadership model behaviours and build skills to win today and build future ready talent; Code of Conduct: by promoting a culture of doing what’s right and being risk aware, be accountable for decisions and their impacts, address and/or escalate possible/actual misconduct and protect employees that speak up. WHAT WILL YOU DO? Directly manages individual employees and is responsible for providing direction, development, coaching, and mentoring in the Cash Centre. Identify processes leading to efficiency and identification of improvements, focus on problem resolution, analytical and strategic recommendations to the implementation of new initiatives and self-identified opportunities. Meeting SLAs, including business deposit, ATM deposits, cross functional partners/clients, investigations, and orders. Reduction of overtime through capacity planning and maintaining team benchmark results Sustain Team productivity to standards set by Technology Enterprise Operations (TEO) and lead Work Force Management meetings to align capacity demand across the centre in a weekly basis Monitoring daily operation of cash service team to ensure compliance with established regulations and policies while utilizing all business partners Lead the implementation of opportunities to reduce errors or risk in the centre Actively manages succession planning and recruiting of new employees Lead and confirm testing of BCP Procedures within established timeframes and ensure all team members are versed in executing procedures Cross train employees to be future ready positively impacting productivity, and utilization and downtime benchmarks and ensure all employees have skill build plans in place, including goals aligned to Technology & Operations and TEO Strategy and review throughout the year. Focus on creating YOY increase of the Employee Engagement Survey including R&R score and Career Growth Score. WHAT DO YOU NEED TO SUCCEED? Must have Proven leadership in managing people and change. Strong understanding of cash routines and branch operations and business acumen Strong analytical, communication, and stakeholder management skills. Proficiency in relevant systems and tools (e.g., Excel, Service Platform, etc.) Strong ability to ask critical questions, anticipate problems/future needs, and take ownership to achieve benchmark service standards (KPI/SLA) and overall accountability for mitigation of operational risks. Experience working with cross-functional teams, including Commercial Banking, Small Business Banking, Private Banking. Comfortable in handling technology related projects, partners and not afraid to roll up sleeves to get the job done Demonstrated ability to manage complex projects, prioritize competing demands, and deliver results under pressure. Nice-to-have Proven leadership in process improvement initiatives Cash services or P&CB sales/service/operational experience 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. Ability to make a difference and lasting impact Work in a dynamic, collaborative, progressive, and high-performing team Opportunities to take on progressively greater roles A world-class training program in financial services Flexible work/life balance options Opportunities to do challenging work Job Skills Business Process Improvements, Conflict Management, Customer Service, Customer Service Management, Employee Management, Group Problem Solving, Organizing, People Management, Personal Organization, Problem Resolution, Problem Solving, Resolution Management, Systems Thinking, Team Development, Time Management, Value Realization, Waterfall Model, Workplace Organization Additional Job Details Address: 4220 COMMERCE CIR, UNIT 100:VICTORIA City: VICTORIA Country: Canada Work hours/week: 37.5 Employment Type: Full time Platform: TECHNOLOGY AND OPERATIONS Job Type: Regular Pay Type: Salaried Posted Date: 2025-06-04 Application Deadline: 2025-06-18 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 jobs.rbc.com. Royal Bank of Canada is a global financial institution with a purpose-driven, principles-led approach to delivering leading performance. Our success comes from the 84,000+ employees who bring our vision, values and strategy to life so we can help our clients thrive and communities prosper. As Canada’s biggest bank, and one of the largest in the world based on market capitalization, we have a diversified business model with a focus on innovation and providing exceptional experiences to more than 16 million clients in Canada, the U.S. and 34 other countries. Learn more at rbc.com.? We are proud to support a broad range of community initiatives through donations, community investments and employee volunteer activities. See how at rbc.com/community-social-impact.
