RBC
Location
Mississauga, ON | Canada
Job description
Description
Job SummaryJob DescriptionWhat is the opportunity? As Manager, you will focus on the product execution and performance within the Voice Platform and Workforce Management (WFM) Product Execution portfolio, and provide key support to enterprise strategic initiative and integration. You will support the delivery of business requirements, testing and implementation of functionality in the voice and messaging channels.
By collaborating effectively, partnering broadly and prioritizing delivery for greatest impact, you will contribute to delivering an enterprise integration, while improving client and advisor experience. Please Note: From time to time, there may be a need to support overnight technical implementations by conducting validation testing during deployment windows or updating Interactive Voice Response (IVR) bulletin message announcements. What will you do?
Deliver against key activities across advisor operationalization, change management, product performance and reporting, channel optimization, product management, and identification of improvement opportunities
Lead in tracking, monitoring and socializing performance against key measures of success
Partner with internal and external partners to identify efficiency opportunities, work with the product team for prioritization and implementation, and support the building of product roadmap
Support product execution and collaborate with cross-functional partners on testing, communication of product updates, and critical transformational activities
Support gathering requirements from stakeholders to ensure a clear understanding of existing and future initiatives, and support the Project team and business/technology partners to plan and execute testing
Understand customer and advisor experience, track and socialize performance after product implementation and promote innovative methods to get the work done and implement best practices
Maintain high level of communication standards between business groups, technology and respective vendors, manage changes with implementation of new product initiatives and maintains ongoing changes
Intake, investigate and respond to client escalations and provide support on resolving production issues
Partner with the Advice Centre Product & Transformation (AC P&T) Product Owners, Contact Centre Technologies, WFM and AC AnalyticsCoordinate the IVR bulletin message announcement scripts and recordings that are played to inbound callers. Activate and deactivate announcements for BCP events, holiday closures, and scheduled system maintenance hours when required on evenings or weekends.What do you need to succeed?Must-have
Solid experience with Interactive Voice Response (IVR), as IVR product owner or in IVR product management2+ years experience in a call handling, vendor management or operations environment within the banking, financial services or related industry2+ years of experience in a business analysis, project control officer, or product owner type role, with increasing levels of responsibility
Knowledge of the client experience and an understanding of the AC advisor experience
Excellent aptitude for organizing, prioritizing and multi-tasking to meet conflicting demands
Willingness to challenge the status quo, think outside the box, and identify process improvement opportunities
Strong analytical, communication, presentation and facilitation skills
Proven ability to deal with complexity and ambiguity, and demonstrated capability to lead/manage cross-functional partnerships
Growth mindset, with a relentless appetite to learn, be challenged and develop new skills
Experience developing technology and/or business strategy
Nice-to-haveWFM or Call Recording experience
Knowledge of Advice Centre or Contact Centre TechnologiesExperience in leading and executing strategic projects, initiatives or transformation programs
Experience with Project Management and/or Business Agility principles (e.g., Scrum, KanBan, MURAL, LeanKit, Jira, Visio, MS Project)Bilingual (English/French)Cantonese/MandarinBachelors degree
Whats 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 safe, secure and positive work environment
Work with a great and supportive team
Job SkillsCommunication, Customer Service, Customer Success, Decision Making, Leadership, Problem Solving, Teamwork, Time ManagementAdditional Job DetailsAddress:MEADOWVALE BUSINESS PARK, 6880 FINANCIAL DR:MISSISSAUGACity:MISSISSAUGACountry:CanadaWork hours/week:37.5Employment Type:Full time
Platform:Personal and Commercial BankingJob Type:RegularPay Type:SalariedPosted Date:2024-02-26Application Deadline:2024-03-09Inclusion and Equal Opportunity EmploymentAt RBC, we embrace diversity and inclusion for innovation and growth. We are committed to building inclusive teams and an equitable workplace for our employees to bring their true selves to work. We are taking actions to tackle issues of inequity and systemic bias to support our diverse talent, clients and communities.
We also strive to provide an accessible candidate experience for our prospective employees with different abilities. Please let us know if you need any accommodations during the recruitment process. Join our Talent CommunityStay in-the-know about great career opportunities at RBC.
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