# Director, Newcomer Channel Strategy & Operations **Company**: Royal Bank of Canada (RBC) **Location**: Toronto, Ontario **Experience**: senior **Job type**: full-time **Category**: Finance **Industry**: Finance **Apply**: https://rbc.wd3.myworkdayjobs.com/en-US/RBCGLOBAL1/job/TORONTO-Ontario-Canada/Director--Newcomer-Channel-Strategy---Operations_R-0000191653?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply **Canonical**: https://yubhub.co/job/director-newcomer-channel-strategy-and-operations-8d7758bc-967/ ## Description 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. **Responsibilities** ### 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. **Requirements** ### 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?** - Ability to make a difference and lasting impact - Work in a dynamic, collaborative, progressive, and high-performing team - Opportunities to do challenging work For more fresh new jobs, check out [yubhub.co](https://yubhub.co/). ## Skills ### Required - Client Counseling - Communication - Consulting Engagement Management - Customer Relationship Management (CRM) - Decision Making - Long Term Planning - Organizational Change Management - Product Development - Professional Presentation - Results-Oriented --- Source: [Apply at rbc.wd3.myworkdayjobs.com](https://rbc.wd3.myworkdayjobs.com/en-US/RBCGLOBAL1/job/TORONTO-Ontario-Canada/Director--Newcomer-Channel-Strategy---Operations_R-0000191653?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)