Senior Team Lead – Service Delivery

About the role

The Senior Team Lead, Cayman Service Delivery, will head the Cayman Service Delivery team, ensuring exceptional operational performance and a superior client experience. You will oversee the execution of a wide range of transactions and investigations while driving process improvements and new‑initiative integration.

Key responsibilities

• Deliver superior client experience and meet Service Level Agreements.
• Manage a team of Account Services Agents and Representatives, coaching them to keep the client "top of mind".
• Lead product and process improvement initiatives to enhance efficiency and client satisfaction.
• Handle client escalations, track trends, and implement solutions.
• Use feedback and data to continuously improve end‑to‑end sales and service effectiveness.
• Schedule resources effectively, aligning skills with business needs.
• Build internal networks to capture business opportunities and improve service efficiency.
• Participate in business planning with the Centre Manager and stay current on RBC policies.
• Assume overall operational risk responsibility and coach the team to close identified gaps (e.g., AML, BCM, custody, internal audit).

Required profile

• Degree in Management or a related discipline, or equivalent training.
• Minimum five years of banking experience with a strong operational focus.
• At least five years of supervisory management experience.
• Sound business knowledge of service and operations, with a client‑first orientation.
• Strong understanding of international banking procedures, policies, industry standards, and best practices.

Required skills

What we offer

• Opportunity to lead a high‑performing team within a leading financial institution.
• Exposure to complex transactions and investigations across international banking.
• Professional growth through strategic initiatives and risk‑mitigation responsibilities.