RBC · 6 hours ago
Senior Manager Complaints Program
Raleigh, NC
Full-time
Onsite
Senior Level, Lead/Staff
10+ years expRBC is a leading bank dedicated to providing an exceptional client experience. The Senior Manager, Client Experience Program will oversee the Client Complaint Program, ensuring regulatory compliance while enhancing client satisfaction through effective complaint management and process improvements.
BankingFinancial ServicesWealth Management
Responsibilities
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 strategy
Provide 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 complaints
Own the Complaints Management program for RBC Bank including development and execution related to reporting, remediation, and governance
Chair the Complaint Management Working Group in an effort to reduce reputational, legal, regulatory and processing & execution risk
Collaborate with GRM Operational Risk (RBC Bank) and other functional stakeholders to implement process improvements designed to strengthen the client experience
Represent 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
Qualification
Required
Minimum 10 years' experience required in Client Care, Advice Center Operations, Project Execution, or equivalent areas
Bachelor's degree or equivalent work experience
Expertise working with the Office of the Comptroller Currency (OCC) or other regulators
Experience in owning a MRA related to complaints
Proven design and execution of on time delivery of large scale cross functional program
Demonstrated experience as trusted partner, relationship builder and influencer
Strong presentation and data analysis skills
Strong PowerPoint, Excel and Vision skills
Preferred
Program/Project management
Program/Process design
Reporting background
Experience in executive presentation development and delivery
Governance routine management
Prior experience working as a Regulator
Benefits
A comprehensive Total Rewards Program including competitive compensation, bonuses, and flexible benefits
Continued opportunities for career advancement
World-class sales training, coaching, and development opportunities
Support from a dynamic, collaborative, progressive, and high performing team, as well as world-class tools and training
Opportunity to achieve great success and grow your career with RBC
Company
RBC
Royal Bank of Canada is a global financial institution with a purpose-driven, principles-led approach to delivering leading performance.
10001+ employees
H1B Sponsorship
RBC has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (29)
2024 (17)
2023 (3)
2022 (4)
2021 (1)
2020 (2)
Funding
Current Stage
Public CompanyTotal Funding
$16.3B2025-10-30Post Ipo Debt· $5B
2025-09-15Post Ipo Debt· $1.35B
2025-07-10Post Ipo Debt· $177.74M
Leadership Team
Graeme Hepworth
Chief Risk Officer
Kelly Bradley
Chief Human Resources Officer
Recent News
Private Capital Journal
2026-01-09
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