COO/CAO - Managing Director, Wealth Management Operations

Job Description

What is the opportunity?

This position is responsible for day-to-day oversight and management of US Wealth Management Operations, including key admin support functions. This position will require the candidate to manage multiple functions in Operations and ensure that Operations executes on its commitments as per regulatory requirements, service level standards, budget and staffing needs, as well as project commitments. The position is expected to troubleshoot and escalate to the Head of USWM Operations when necessary and provide the Head of US Wealth Management Operations updates on a regular basis. The US WM Operation’s Chief Operating Officer will report to the Head of US Wealth Management Operations.

Included in this role (aside from the direct responsibility of managing line functions) are admin functions such as such as communications, employee engagement, budgets, financial and management reporting, vendor management, special projects, AI/RPA initiatives, and process re-engineering/automation as it relates to specific Operations RTB functions.

To be successful in this position, the incumbent will require excellent people management skills, best in class Operations experience, a background in Wealth Management products and services, strong communication ability, and proven expertise in managing multiple teams as a whole. The candidate will work closely with other organizations such as technology, business partners, and vendors to implement change and prioritize multiple demands in support of the US WM Operations priorities. This position will manage processes which affect clients and financial advisors, and the candidate will be expected to have a proven track record in providing superior service to both internal and external customers. The individual in this position is expected to have Operational risk and regulatory knowledge as it relates to the processes and be able to represent Operations in various firm committees when the Head of US WM Operations is unavailable. This position is responsible for adherence to policies, processes, procedures, standards, and appropriate regulations related to the Wealth Management business in the RBC Capital Markets LLC Broker Dealer.

What will you do?

Management and Oversight (70%)

• Provide oversight of US WM Operation’s day-to-day operations ensuring the smooth functioning of all operational aspects of US WM Operations including managing teams, optimizing workflows, escalation when required, and monitoring key performance and financial indicators.
• Lead, manage and support/coach Operation’s leadership to ensure overall performance meets or exceeds the established industry and company standards for service, innovation, and professionalism.
• Partner with US WM Operations Senior Leadership to implement established strategic initiatives as per the business, working closely with other groups such as IT and business partners.
• Continue US WM Operation’s Best-In-Class Reporting by maintaining support structures already established which deliver comprehensive management reporting, operational metrics, KPI tracking, and capacity planning tools.
• Responsible for the development and execution of a comprehensive communications strategy to ensure all Operations’ resources have access to required organization, initiative and community support information.
• Ensure the development and implementation of diverse employee relations strategies and retention initiatives focused on fostering and promoting a positive organizational culture of excellence

• Establish and provide ongoing AI, RPA, and EUDA solution services, oversight, prioritization, and governance enabling US WM Operation’s abilities to capture increased capacity, streamline processing, align with regulatory requirements, and support business strategic priorities within required timeframes.
• Enhance and provide ongoing support for service technology capabilities required elevate US WM Operation’s standards for service and processing quality and consistency for existing and new processes, products, and services.

Financial Budgets, Forecasting & Reporting (15%)

• Actively manage US WM Operations budget, allocations, financial forecasts, staffing models and key metric tracking to targets.
• Support organizational growth and profitability by optimizing expenses, implementing strategies to enhance efficiency, and driving productivity gains.

Regulatory Compliance & Risk Management (15%)

• Partner with US WM Operations Regulatory Risk Services Team to ensure risks associated with processes, procedures, technology portfolio and initiative implementations are managed within the regulatory, Operations, firm, and RBC mandates.

• Support Ope