What is the opportunity?

The successful applicant will be managing the day-to-day operations and often other key responsibilities of other departments at  the Vancouver Cash Services Centre, leading a department that operationalizes client strategies and supports centre goals through strategic innovation, and risk excellence. Direct process improvements, efficiency gains, and problem resolution while leading integration and implementation of new initiatives. Maintain established service standards, including centre responsibilities, management of UARG routines through diverse platforms, and SLAs, while managing, overseeing and considering risk and compliance obligations. The new manager will support in delivering operations and cash centre department goals, support other departments’ objectives aligned with business plans, focusing on reducing sundry losses, mitigating operational risk, and enhancing client experience. Drive operational excellence, optimize workflows, and maintain strong collaboration with regional Cash Services Centres and key partners to achieve established performance metrics

What will you do?

• Lead the creation of short-term and long-term business plans, ensuring alignment with RBC’s corporate objectives and market opportunities.
• Streamline and manage processes while identifying opportunities for improvements.
• Escalate client concerns as appropriate to various partners such as Banking, IT, ACC's, and Compliance teams within Cash Services, in a timely manner while keeping stakeholders informed of next steps.
• Supports CSC Centre Manager in Business Planning (i.e. Budget, NIE & FTE) development and management relative to Cash Services strategic priorities.
• Takes ownership of escalated client/service partner issues as a priority ensuring resolution at source. Works with team to complete cause and effect analysis ensuring gaps are actioned, implemented, and closed.
• Oversight on day-to-day Centre Operations and manages department responsibility for risk/compliance – i.e. Access Manager, DOAs, Confluence, UARG, UFC, AML, Business Continuity, Expenses, Sundry Losses, Custody, Internal Audit, eDHr and RCM for Centre.
• Designated Privacy and Compliance Officer assuming direct accountability for operational continuity, premises security, alarm systems, vendor management, and business resilience protocols.
• Proactively identify and escalate operational inefficiencies and risk to senior leader.
• Control IQ data integrity, reporting, verification, and effective planning of workload on core and diverted tasks.
• Prioritize systemic fixes and proactive communication to prevent recurrence.
• Ensure consistent delivery of high-quality services, leveraging feedback loops (e.g., surveys, reviews) to identify and address gaps.
• Coaching & Development planning through PMR routines.
• Design and implement robust risk management frameworks that align with RBC’s risk appetite and regulatory requirements.
•  Ensure adherence to all applicable laws, regulations, and internal policies, conducting regular audits and training to mitigate compliance risks.
• Keep up to date on all communications including changes to RBC and Cash Services Policies & Procedures. Ensure timely communication and implementation of changes as applicable.
• Champions weekly coaching routines for department, rounds, direct report coaching, weekly/monthly goal setting, and semi-annual & year-end performance assessments.
• All responsibilities will be carried out in accordance with the RBC Code of Conduct, RBC Values, and Our Leadership Model and ensuring adherence to Privacy principles.
• Incumbent will ensure our Key Performance Indicators are met by complying with all SLAs as established by the business
• Adhere to Escalations protocols when required to minimize/avoid negative client experience and business impact
• Participate in creating/maintaining a positive team environment where team members give each other support and promote good morale and cooperation. Responsible for ongoing personal development and information sharing

What do you need to succeed?

Must Have

• 3+ years in a leadership role with superb organization skills and proven track record of growing talent
• 5+ years of operational experience in the financial industry and cash processing environments including managing of large counting machines
• Strong understanding of Work Force Management, Control IQ suite, including balancing hours
• Take and sustain appropriate actions to close gaps identified through Operational Risk Event reporting, Internal Audit/Risk & Control Monitoring reviews
• Experienced GL Management and Sundry Losses control and able to minimize instances of revenue losses or write-off events
• Experience with  Vendors, technicians,  ACC and other partners workflows
• Sound knowledge of MS Suite products, Outlook, ability to navigate through several programs simultaneously
• Strong collaborative partnership skills
• Expert knowledge of Cash Services Centre's systems, platforms, and its functionality

Job Skills

Customer Service, Customer Service Management, Decision Making, Interpersonal Relationship Management, Investment Performance Measurement, Operational Delivery, Process Improvements, Risk Management, Time Management, Treasury Management

Additional Job Details

190 E 4 AVE:VANCOUVERVancouverCanada37.5Full timeTECHNOLOGY AND OPERATIONSRegularSalaried2026-06-242026-07-08

Note: Applications will be accepted until 11:59 PM on the day prior to the application deadline date above

Our Employment Opportunities

At RBC, we are guided by living shared values of Client First, Integrity, Collaboration, Respect and Excellence and winning together as One 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.

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.