Job Description

What is the opportunity?

The Senior Manager, Client Experience Program will act as a strategic manager for RBC Bank and own the Client Complaint Program.  The individual will be responsible for the client complaint process from end to end, including reimagining the experience; the client complaints process requires elevation to ensure it meets the requirements of our US Regulators. This role will be the key owner for major elements of a strong client complaints program including reporting, development, governance, analytics and advocating for remediation based on client feedback.  Additionally, this role is also a key contact and owner of any client harm assessments or remediation's that may result from any operational related issues.

What will you do?

Enhance the Client Complaints Program for RBC Bank ensuring alignment to regulatory, Enterprise, CUSO and RBC Bank framework, policy and standard requirements, including the Office of the Comptroller of the Currency (OCC) Heightened Standards, RBC Bank strategy and the Enterprise-wide ORM strategyProvide oversight and drive execution related to the remediation / action plans for OCC Matters Requiring Attention (MRAs), Audit Issues, Operational Risk Issues, and Regulatory Compliance Findings pertaining to client complaintsOwn the Complaints Management program for RBC Bank including development and execution related to reporting, remediation, and governanceChair the Complaint Management Working Group in an effort to reduce reputational, legal, regulatory and processing & execution riskCollaborate with GRM Operational Risk (RBC Bank) and other functional stakeholders to implement process improvements designed to strengthen the client experienceRepresent RBC Bank at the senior management level to Auditors and Regulators, and possibly to the Risk Committee of the RBC Bank Board of  Directors from time to time in support of the client experience program

What do you need to succeed?

Must-have

Minimum 10 years’ experience required in Client Care, Advice Center Operations, Project Execution, or equivalent areasBachelor’s degree or equivalent work experienceExpertise working with the Office of the Comptroller Currency (OCC) or other regulatorsExperience in owning a MRA related to complaintsProven design and execution of on time delivery of large scale cross functional programDemonstrated experience as trusted partner, relationship builder and influencerStrong presentation and data analysis skillsStrong PowerPoint, Excel and Vision skills

Nice-to-have

Program/Project managementProgram/Process designReporting backgroundExperience in executive presentation development and deliveryGovernance routine managementPrior experience working as a Regulator

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 competitive compensation, bonuses, and flexible benefitsContinued opportunities for career advancementWorld-class sales training, coaching, and development opportunitiesSupport from a dynamic, collaborative, progressive, and high performing team, as well as world-class tools and trainingOpportunity to achieve great success and grow your career with RBC

#LI-POST

Job Skills

Active Learning, Adaptability, Communication, Complaint Management, Compliance Support, Customer Service, Data Analysis, Data Presentations, Decision Making, Interpersonal Relationship Management, Monthly Reporting, Operational Delivery, Operational Risks, Process Improvements, Product Services, Strategic Thinking, Time Management

Additional Job Details

Address:

8081 ARCO CORPORATE DRIVE:RALEIGH

City:

Raleigh

Country:

United States of America

Work hours/week:

40

Employment Type:

Full time

Platform:

PERSONAL & COMMERCIAL BANKING

Job Type:

Regular

Pay Type:

Salaried

Posted Date:

2025-09-22

Application Deadline:

2026-02-02

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.

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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.