Senior Manager, Hybrid Cloud & IntelOps Customer Success at Royal Bank of Canada

Toronto, Ontario, Canada -

Full Time

Start Date

Immediate

Expiry Date

12 Jun, 26

Salary

0.0

Posted On

14 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Engagement, Process Optimization, Stakeholder Management, Continuous Improvement, Risk Governance, Workflow Automation, Critical Thinking, Prioritization, Communicating For Results, Customer Success, Cloud Governance, Data Quality

Industry

Financial Services

Description

Job Description What is the Opportunity? Join RBC’s Hybrid Cloud & IntelOps Customer Success team to drive seamless cloud onboarding and ongoing engagement for application teams across the bank. You will champion customer outcomes while optimizing end-to-end processes, reducing onboarding cycle time, and elevating risk awareness and control execution. This role bridges technology, governance, and business enablement—ensuring our partners move quickly and safely through RBC Cloud gates with the right evidence, the right controls, and the right customer experience. What will you do? Customer Engagement and Advocacy Manage intake and triage for cloud onboarding requests; run discovery to clarify scope and dependencies, and set expectations on gating artifacts, timelines, and quality standards. Serve as the primary liaison for application teams: provide onboarding walkthroughs and office hours, maintain transparent communications on status, risks, and dependencies, coordinate cross‑functional handoffs and gate reviews, and follow up to ensure dependent stakeholders complete their tasks on time. Develop customer success plans with measurable outcomes, assess anticipated and known challenges to bridge technology and business needs, and channel Voice‑of‑Customer insights into a prioritized backlog and roadmap. Process Optimization and Automation Drive continuous improvement across onboarding and compliance workflows by identifying process optimization opportunities (process, documentation, self‑serve), initiating delay/defect reviews, and tracking both corrective and preventive actions to closure. Partner with Engineering/Product teams to translate prioritized improvements into scalable solutions by defining use cases and success criteria, contributing to backlog grooming, validating automation/self‑serve releases, and driving adoption through the Onboarding Portal and knowledge base. Support in the coordination and implementation of new processes to align with RBC Cloud and enterprise standards while maintaining or improving operating efficiency, timeliness, and accuracy of workflows. Governance and Reporting Maintain accurate, timely project records in Confluence, JIRA, Service Desk, and other applicable tools; attend approval/gate meetings, capture decisions and action items, and distribute notes; keep status, risks, issues, decisions, and ownership up to date with strong data quality and traceability. Create and maintain management‑level reporting and dashboards that provide visibility into cloud intake and adoption in support of Hybrid Cloud & IntelOps Program’s goal for governance and business enablement. Create and manage tracking of responses to audit requests by internal and external stakeholders on audits. What do you need to succeed? Must Have 5+ years of experience in a fast-paced technology environment with competing priorities and multiple stakeholders (cloud, software, or enterprise IT preferred). Proven track record driving customer engagement and outcomes in complex, cross-functional programs. Excellent written and verbal communication; comfortable engaging both technical peers and senior business stakeholders. Strong process optimization skills; demonstrated ability to identify problem areas, design solutions, and land change with measurable impact. Nice to Have Prior experience with automation and self-serve enablement (e.g., workflow orchestration, forms/portals, template automation). Prior experience with cloud technology and familiarity with cloud governance gates. Exposure to financial services regulatory contexts and comfort working with Security/Compliance/Privacy stakeholders. 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, commissions, and stock where applicable. Leaders who support your development through coaching and managing opportunities. Ability to make a difference and lasting impact. Work in a dynamic, collaborative, progressive, and high-performing team. A world-class training program in financial services. Opportunities to do challenging work, including leveraging AI and SRE principles to drive innovation and operational excellence. #LI-POST #TECHPJ Job Skills Cloud Technology, Communicating for Results, Continuous Improvement, Critical Thinking, Customer Engagement, Information Technology (IT) Risk, Prioritization, Process Optimization, Risk Governance, Risk Management, Stakeholder Management, Workflow Automation Additional Job Details Address: RBC CENTRE, 155 WELLINGTON ST W:TORONTO City: Toronto Country: Canada Work hours/week: 37.5 Employment Type: Full time Platform: TECHNOLOGY AND OPERATIONS Job Type: Regular Pay Type: Salaried Posted Date: 2026-02-09 Application Deadline: 2026-03-31 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. Join our Talent Community Stay in-the-know about great career opportunities at RBC. Sign up and get customized info on our latest jobs, career tips and Recruitment events that matter to you. Expand your limits and create a new future together at RBC. Find out how we use our passion and drive to enhance the well-being of our clients and communities at jobs.rbc.com. 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.

Responsibilities

This role drives seamless cloud onboarding and ongoing engagement for application teams by championing customer outcomes, optimizing end-to-end processes, and ensuring partners move quickly and safely through cloud gates. Responsibilities include managing customer intake, developing success plans, driving continuous improvement in workflows, and maintaining accurate governance and reporting records.