Operations Process & Projects Lead

Job Description

What is the opportunity?

As the Operations Process & Projects Lead, you will champion the development, maintenance, and continuous improvement of operational processes and procedures across Dr.Bill/MDB operations. You will apply an operations efficiency lens to identify waste, streamline workflows, improve consistency, and support scalable growth. This role also supports the Head of Operations Transformation by providing project management support, including drafting project plans, coordinating cross functional stakeholders, and contributing to the development of documentation and communications that enable execution excellence.

What will you do?

Process Ownership & Operational Efficiency

• Review existing processes with an operational efficiency lens to identify gaps, waste, redundancies, and opportunities for improvement.
• Design, refine, and document scalable, repeatable workflows that enable clarity, consistency and operational effectiveness.
• Maintain oversight of the Master Process & Procedure library, ensuring content remains accurate and aligned with business needs.
• Coordinate and execute process changes management activities, including training plans, rollout, stakeholder communication and post implementation validation.
• Collaborate across Operations, Customer Experience, Product, Engineering, and Risk to assess impacts and embed improvements into workflows.
• Ensure the use of tools and automation opportunities to enhance efficiency and reduce manual workload.

Project Management Initiatives

• Support the planning and execution of strategic initiatives led by Operations Transformation.
• Build and edit project plans, timelines, roadmaps, risk logs, and supporting materials.
• Organize and prepare cross functional meetings, including agendas, follow ups, action logs, and stakeholder communications.
• Draft and refine project documentation such as FAQs, business requirements, meeting notes, status updates, and customer facing communications.
• Assist with data gathering analysis, and summarization to support decision making.
• Contribute to initiative execution through hands on administrative work where needed (e.g. data entry, test cases, manual operational tasks, spreadsheet upkeep).

Training & Knowledge Management

• Develop and deliver training materials for new or updated processes.
• Ensure clear documentation and version control for all standard operating procedures.
• Partner with team leads and subject matter experts to validate training accuracy and ensure alignment.

What do you need to succeed?

Must Have:

• 3-5 years of experience in operations, process improvement, project coordination, or a related role
• Demonstrated experience supporting operational or business process improvement initiatives
• Experience documenting workflows, SOPs, and operational procedures
• Experience supporting cross-functional projects involving Operations, Product, Customer Experience, or Technology
• Strong organizational and time management skills with the ability to manage multiple priorities simultaneously
• Proven ability to work independently while taking direction and feedback well
• Strong written communication skills with experience preparing documentation, training materials, or project artifacts

Nice to Have:

• Experience in healthcare, fintech or other regulated environments
• Familiarity with process improvement methodologies (Lean, Six Sigma, continuous improvement)
• Experience supporting change management or operational rollouts
• Experience using tools such as: Confluence, Jira, Asana, Microsoft Office, Google Sheets
• Exposure to operational metrics, reporting, or data analysis

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

Business Process Design, Decision Making, Effectiveness Measurement, Interpersonal Relationship Management, Long Term Planning, Operational Delivery, Organizational Change Management, Time Management, Waterfall Model

Additional Job Details

Address:

VANCOUVER MAIN BRANCH (B), 1055 GEORGIA ST W:VANCOUVER

City:

Vancouver

Country:

Canada

Work hours/week:

37.5

Employment Type:

Full time

Platform:

PERSONAL & COMMERCIAL BANKING

Job Type:

Regular

Pay Type:

Salaried

Posted Date:

2026-01-26

Application Deadline:

2026-02-10

Note: Applications will be accepted until 11:59 PM on the day prior to the application deadline date above

Inclusion and Equal Opportunity Employment

At 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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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.