The First Line of Defense (1LOD) Shared Services organization develops and maintains tools and resources to support Business Control Officers (BCOs) in carrying out their responsibilities in a consistent and coordinated manner. Shared Services teams serve BCO functions with reporting and analytics; assessment and standardization of risk and control practices; development of shared 1LOD risk and control procedures; and change management and socialization. Shared Services is heavily engaged in leading, managing and/or supporting regulatory and internal issue remediation.

The Shared Services Senior Manager drives the enablement, adoption and maturation of effective non-financial risk and control practices in CNB’s 1LOD. This role supports the Manager Shared Services with development and execution of strategies to meet regulatory and risk governance requirements while consistently delivering quality tools and resources. The Shared Services Senior Manager works closely with BCOs and other 1LOD Controls stakeholders; Royal Bank of Canada (RBC); CNB’s second line of defense (2LOD) and third line of defense (3LOD); business lines and functional/support units; practice and project managers; implementation leads; change owners and professionals; and leaders and other stakeholders to understand and help solve complex and time-sensitive challenges.

• Shared Services team leadership and development.
• Maintains a high-performing team in a complex, fast-paced environment with overlapping, interdependent and critical regulatory and internal issue remediation projects.
• Provides focus and clarity in establishing team priorities and individual goals. Drives and rewards performance and supports career development.
• Identifies and escalates challenges, roadblocks and opportunities, and associated solutions, and addresses them as directed by the Manager, Shared Services.
• Expands awareness and influence of the 1LOD Controls Shared Services function and its value proposition to drive maturation and adoption of 1LOD’s roles and responsibilities with respect to non-financial risk and control practices, particularly around regulatory commitments.
• Serves as an active and visible resource to BCOs and leadership, recommending and/or providing advisory and other services as appropriate.
• Builds strong, collaborative relationships with delivery partners and fosters connections between businesses, functions, leaders, change enablement and adoption professionals, project managers, and other stakeholders to promote efficient and effective use of Shared Services capabilities and resources.
• Partners with appropriate Royal Bank of Canada (RBC) colleagues and teams on 1LOD risk and control best practices, tools, and adoption and enablement protocols.
• Leads the development and implementation of solutions for 1LOD risk and control data and reporting needs.
• Produces intelligence through querying data repositories, generating standing and ad hoc reports, and identifying trends through quantitative and qualitative analysis.
• Designs and implements analytical approaches and methodologies; interprets and summarizes results for senior management to use in data-driven decision-making.
• Leads and oversees the analysis and reporting of risk profiles, risk metrics, risk registers, risk and control self-assessments (RCSA), control performance, issue management, and operational risk events in alignment with governance requirements for risk data and reporting management.
• Manages a team that designs, implements and maintains Tableau dashboards for many of the aforementioned reporting and analytics.
• Works closely with BCO teams, 2LOD, and the Governance, Risk and Controls (GRC) Office to understand, manage, and execute on regulatory remediation commitments for metrics and reporting related to 1LOD adherence to governance requirements.
• Develops and maintains quality assurance protocols, key controls, and standard operating procedures (e.g., intake/scoping, business requirements, change management) for Shared Services Reporting & Analytics capabilities and outputs in alignment with requirements and expectations across lines of defense.
• Leads special projects as assigned, which may include the analysis, development, implementation and/or maturation of 1LOD risk and control data and reporting practices (e.g., sales practices, Culture and Conduct Risks reporting and analytics).
• Understands and applies sound practices around data lineage, data quality and data stewardship.
• Ensures the Shared Services Reporting & Analytics team complies with governance requirements for data risk, reporting risk, data quality and analytics risk, data sourcing risk, and reporting and metrics.
• Manages End User Computing (EUC) tools and End User Developed Applications (EUDAs) as applicable and in alignment with governance requirements.

Must-Have

• Bachelor’s Degree or equivalent
• 10+ years of progressive relevant experience leading large change, strategic execution, transformation and/or regulatory programs with a high level of complexity and uncertainty.
• 5+ years of experience managing a portfolio of cross-enterprise programs/projects, ideally with significant regulatory components.
• 5+ years of relevant experience managing teams of five or more.

Skills and Knowledge

• 5+ years of experience in a head of function, or service or practice area lead, with staff performance management responsibility preferred.
• Financial services industry experience strongly preferred.
• Tools – Microsoft 365, analytics and/or project management tools; Archer GRC experience a plus.
• Strategic and tactical program transformation and implementation experience.
• Communication, presentation, and facilitation skills with a focus on engaging senior leaders and other key stakeholders across horizontals and verticals.
• Assessing and utilizing methodologies and aligning to audit and regulatory requirements or expectations.
• Demonstrated record of agile thinking and the ability to effectively influence and communicate.
• Superior written communications skills, with writing and editing experience strongly preferred.
• Demonstrated ability to think critically and facilitate change through collaborative effort. Strong interpersonal and verbal communication skills.
• Self-motivation, discipline, task focus, the ability to structure and present work and a proven record of delivering high quality results within strict deadlines.
• Solid problem solving, analytical (including qualitative analysis), research, and quantitative skills.