• Job Description

  Req#: R-0000125278

  Job Summary

  Job Description

  What is the opportunity?

  As part of the Group Risk Management (GRM) Operational Risk Shared Services senior leadership team, the Senior Director, Enterprise Issues Management will be responsible for the creation and ongoing leadership of the Enterprise Issues Management (EIM) Office.

  A recent multi-year bank-wide program established a new single EIM system. To ensure continued evolution of issues management a new team (EIM Office) is being established to:

  • Ensure ongoing evolution of Issues management methodology and tooling
  • Provide ongoing training and support on new policy and standard
  • Drive issue quality monitoring and control
  • Provide operational support for both system and issue reporting.
  • Facilitate change prioritization
  • Design of prioritized changes working closely with all stakeholders
  • Drive organization change management to all impacted stakeholders

  What will you do?

  • Establish the Enterprise Issues Management Office
    • Recruit and lead a diverse global team of professionals to fulfill the mandate of the EIMO.
    • Create the governance framework to ensure the appropriate leadership involvement on all EIMO activities including

  • Regulatory interaction
    • Represent RBC as the program owner in regulatory interactions related to Enterprise Issues Management, including participating in regulatory exams, answering regulatory requests for information and remediating any regulatory findings related to EIM.
    • Monitor changes in regulatory expectations with respect to Issues Management – maintain an up-to-date view of how the current solution meets expectations in all major jurisdictions

  • Change Portfolio Governance, Design and Implementation
    • Facilitate change governance/prioritization working with stakeholders across the bank (as per governance approach)
    • Accountable for supervising the design of prioritized changes, ensuring changes align with core principles of EIM.
    • Partner with OR technology team to ensure prioritized changes are delivered.
    • Review change impact assessment for all new functionality to ensure appropriate OCM activities have been implemented

  • Operational and Reporting Support
    • Accountable for accurate and timely completion of all centralized EIM processes
    • Ensure the creation and execution of robust operational support procedures. This includes the creation of reporting and thematic analysis to support:
      • Ongoing evaluation of EIMO team structure
      • Identification of improvement opportunities
      • Identification of issue quality thematic’s that require additional education.
    • Production of monthly issue reporting and communication of issue and SLA threshold breaches as per policy/standard.

  • Issue Quality
    • Accountable for the development of robust issue quality monitoring that supports the ongoing improvement. This includes the creation of targeted learning/communication to target key areas of concern.
    • Partner with centralized team to deliver 2LOD quality monitoring included KPI’s to support outcome-based reporting.

  What do you need to succeed?

  Must-have

  • 10 to 15+ years of experience in progressively responsible roles in regulated industries with direct exposure to enterprise-wide mandates, with at least 3 years operating at Senior Director or equivalent level
  • Seasoned at senior stakeholder management (C-Suite level) with the ability to drive difficult changes through “impact and influence”
  • Direct experience managing and remediating issues preferably across Risk, Compliance and Audit.
  • Experience working directly with regulators, participating in regulatory exams and remediation activities, with deep capability interpreting and implementing regulatory requirements.
  • Experience in creating or managing a high-volume transactional support team
  • Proven ability leading the design and implementation of technology and process changes within specified timeframe including:
    • Backlog management
    • Prioritization of changes working with a senior governance committee
    • Design of required changes
    • Stakeholder engagement and change impact analysis
    • Testing
    • Post delivery adoption and success tracking
  • Experience managing and leading teams, with demonstrated people management skills and the ability to foster a collaborative and inclusive work environment
  • Bachelor’s degree in related discipline or an equivalent amount of professional experience

  Nice-to-have

  • Previous experience working in Risk Management
  • Experienced working across geographies and in a matrixed environment.
  • Experience establishing a Quality Control team

  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 bonuses and flexible benefits, competitive compensation
  • Leaders who support your development through coaching and managing opportunities
  • Work in a dynamic, collaborative, progressive, and high-performing team
  • Opportunities to do challenging work
  • Flexible work/life balance options

  Job Skills

  Adaptability, Budgeting, Cross-Team Collaboration, Decision Making, Information Technology (IT) Projects, Long Term Planning, Program Management, Resource Management, Team Management, Vision Alignment

  Additional Job Details

  Address:

  20 KING ST W:TORONTO

  City:

  TORONTO

  Country:

  Canada

  Work hours/week:

  37.5

  Employment Type:

  Full time

  Platform:

  GROUP RISK MANAGEMENT

  Job Type:

  Regular

  Pay Type:

  Salaried

  Posted Date:

  2025-05-06

  Application Deadline:

  2025-05-14

  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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• About the company

  Royal Bank of Canada (RBC), is a diversified financial services company. The Company provides personal and commercial banking, wealth management services, insurance, investor services and capital markets products and services on a global basis. The Com...

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