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Added 1 min ago
D
Senior Advisor, Procurement and purchasing
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Director, Newcomer Channel Strategy & Operations
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Toronto, ON
- Full-time
…capabilities, effective frontline experiences and an ecosystem of services that helps newcomers establish their lives in…
Added 1 hour ago
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R&
Business Analyst IV
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RBC

Director, Newcomer Channel Strategy & Operations

Toronto, ON, Canada

Full-time

Apply on rbc.wd3.myworkdayjobs.com About employer

Applications open in a new tab.

Job details

Job type: Full-time
Apply by: Nov 27, 2026
Experience: 8+ years of experience in strategy, client experience, digital transformation, product management, operations or financial services.
Posting language: English
Posted: Nov 12, 2026

Original job description

Job Description

What’s the Opportunity?

Newcomers are critical client segment for RBC, with distinct needs across their journey - from preparing to move to Canada, to establishing their financial lives upon arrival, to building deeper financial relationships as they settle and grow.

As Director, Newcomer Channel Strategy & Operations, you will lead the strategy and evolution of the channels, capabilities and partnership operations required to deliver a differentiated newcomer banking proposition. You will own the "how" behind our newcomer strategy: translating our ambition into intuitive client journeys, scalable capabilities, effective frontline experiences and an ecosystem of services that helps newcomers establish their lives in Canada.

This is a highly cross-functional role. You will work across Everyday Banking & Client Growth, Product, Digital, Enablement, Advice Centre, Technology, Risk, Compliance, Marketing, and external partners to identify friction, establish priorities, and mobilize the organization around a multi-year newcomer journey.

What You'll Do

Own the End-To-End Newcomer Onboarding Experience

Develop and continuously evolve the target experience for newcomers across key moments in their journey - from pre-arrival through onboarding, settlement, and early relationship growth

Map and assess end-to-end newcomer journeys across digital, assisted, and non-traditional channels
Identify the highest impact experience gaps, friction points, and capability opportunities
Define the target state newcomer experience and work cross-functionally to define it into a prioritized roadmap
Establish clear experience principles and standards that can be applied across products and channels
Partner with Product and Journey teams to ensure newcomer needs are incorporated into broader enterprise roadmaps rather than addressed solely through segment-specific initiatives

Own the Pre-Arrival Account Open Capability

Own and continuously evolve the end-to-end pre-arrival account open capability, ensuring a seamless accessible and differentiated experience for newcomers establishing their relationship before coming to Canada
Define the strategic direction and prioritized roadmap for pre-arrival account opening, identifying opportunities to enhance functionality, simplify the client experience and expand acquisition opportunities
Identify and address capability gaps, client friction points, and operational inefficiencies across the pre-arrival account opening journey, from application and identity verification through account activation and funding
Partner with Digital, Product, Technology, Business Development, Operations and Risk teams to deliver capability enhancements that balance client experience, business growth, operational scalability and regulatory requirements
Identify opportunities to expand the reach and effectiveness of pre-arrival account opening across priority newcomer markets, acquisition channels and strategic partnerships

Enable Newcomer Onboarding, Policy & Process

Lead the efforts to remove unnecessary complexity from how newcomers establish a banking relationship while ensuring appropriate risk and regulatory requirements are maintained

Identify policies or processes creating disproportionate friction for newcomers
Clarify documentation, identification, residency and eligibility requirements
Challenge legacy processes and distinguish true regulatory requirements from internal practices
Design scalable solutions that balance client experience, growth, operational simplicity and risk
Improve consistency in how newcomer policies are understood and executed across channels Own the Newcomer Channel Strategy

Define how newcomer clients should be served across digital, branch, AC, and non-traditional channels (i.e. referral partnerships), including the role each channel plays throughout the journey.

Identify capabilities required to increase digital self-service while preserving high-value human advice
Partner with digital and journey teams to influence enterprise capability roadmaps
Work with distribution leaders to understand frontline friction and execution gaps
Ensure new capabilities and propositions can be delivered consistently across channels

Develop the Beyond Banking Newcomer Ecosystem

Help evolve the newcomer value proposition beyond traditional banking products by identifying and activating services and partnerships that solve meaningful settlement needs (i.e. housing readiness, employment/career support, immigration and settlement services, etc.)

Deliver Newcomer Advisor Enablement

Ensure frontline employees have the knowledge, tools, and capabilities to deliver a differentiated newcomer experience by working in partnership with enablement and the Advice Centre (Newcomer COE):

- Define the ideal newcomer advisor experience
- Simplify complex policies and product information
- Develop tools and frameworks that support needs-based advice
- Improve frontline awareness of newcomer beyond banking offers and resources
- Create feedback loops between NCOE and National Office Newcomer Client Segment team to remain aware of key challenges, issues, or escalations.

What do you need to succeed?

Must-have

8+ years of experience in strategy, client experience, digital transformation, product management, operations or financial services.
Proven experience leading complex enterprise initiatives across highly matrixed organizations.
Demonstrated ability to translate strategic priorities into scalable business capabilities and operational outcomes.
Strong understanding of client journey design, digital enablement and experience transformation.
Exceptional stakeholder management and influencing skills across senior leadership teams.
Experience leading and developing high-performing teams.
Strong executive communication skills with the ability to simplify complex topics and influence strategic decisions.
University degree or equivalent experience.

Nice-to-have

Experience in client onboarding, customer experience, digital transformation or capability strategy.
Experience working with partner ecosystems or enterprise implementations.
Experience in retail banking, payments or financial services.
MBA or equivalent graduate degree.
Experience serving newcomer or internationally mobile client segments.

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.

Ability to make a difference and lasting impact
Work in a dynamic, collaborative, progressive, and high-performing team
Opportunities to do challenging work

Job Skills

Client Counseling, Communication, Consulting Engagement Management, Customer Relationship Management (CRM), Decision Making, Long Term Planning, Organizational Change Management, Product Development, Professional Presentation, Results-Oriented

Additional Job Details

Address:

RBC WATERPARK PLACE, 88 QUEENS QUAY W:TORONTO

City:

Toronto

Country:

Canada

Work hours/week:

37.5

Employment Type:

Full time

Platform:

PERSONAL & COMMERCIAL BANKING

Job Type:

Regular

Pay Type:

Salaried

Posted Date:

2026-11-12

Application Deadline:

2026-11-27

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.

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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.

Apply on rbc.wd3.myworkdayjobs.com About employer

More about this job

Responsibilities

The Director will lead the strategy and evolution of newcomer banking channels, capabilities, and partnership operations to deliver a differentiated client experience. They will own the end-to-end newcomer onboarding journey, mapping friction points and mobilizing cross-functional teams to implement scalable solutions.

Requirements

Candidates must have 8+ years of experience in strategy, digital transformation, or financial services, along with proven ability to lead complex enterprise initiatives. A university degree is required, and strong executive communication and stakeholder management skills are essential.

Skills

Strategy
Client experience
Digital transformation
Product management
Operations
Financial services
Stakeholder management
Leadership
Executive communication
Journey mapping
Capability design
Cross-functional collaboration
Risk management
Regulatory compliance
Business development

Benefits

Professional development opportunities
Collaborative work environment
Impactful work

Visa sponsorship

Not detected in the job text

Keywords

Newcomer banking
Client journey
Digital enablement
Strategy
Operations
Product management
Financial services
Risk management
Regulatory compliance
Stakeholder management
Executive communication
Business development
Digital transformation
Onboarding
Partnership operations
Retail banking
Payments
Advice centre
Capability roadmap
Client growth

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Work requirements

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