Interactive Voice Response

Found in: beBee jobs CA - 1 week ago


Mississauga, Ontario, Canada Royal Bank of Canada Full time

Job Summary

Job Description

What is the opportunity?

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 Analytics
  • Coordinate 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

  • 2+ years' experience with Interactive Voice Response (IVR) product management
  • Ability to commit to completing a 12 month contract in this role
  • 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

Nice-to-have

  • Project Management or Business Analyst experience
  • Bilingual (English/French)
  • Cantonese/Mandarin
  • Bachelors' degree

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 safe, secure and positive work environment
  • Work with a great and supportive team

Job Skills

Agile Methodology, Business Data Analysis, Business Process Modeling, Commercial Acumen, Communication, Critical Thinking, Decision Making, Group Problem Solving, Interpersonal Relationship Management, Requirements Analysis

Additional Job Details

Address:

MEADOWVALE BUSINESS PARK, 6880 FINANCIAL DR:MISSISSAUGA

City:

MISSISSAUGA

Country:

Canada

Work hours/week:

37.5

Employment Type:

Full time

Platform:

Personal and Commercial Banking

Job Type:

Contract (Fixed Term)

Pay Type:

Salaried

Posted Date:

Application Deadline:

Inclusion and Equal Opportunity Employment

At 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 Community

Stay in-the-know about great career opportunities at RBC. Sign up and get customized info on our latest jobs, career tips and Recruitment events that matter to you.

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


  • Project Manager Senior

    Found in: beBee jobs CA - 2 days ago


    Mississauga, Ontario, Canada FIS Global Full time

    Position Type : Full time Type Of Hire : Experienced (relevant combo of work and education) Education Desired : Bachelor of Business Administration Travel Percentage : 5 - 10%We are FIS. Our technology powers the world's economy and our teams bring innovation to life. We champion diversity to deliver the best products and solutions for our colleagues,...

  • Product Delivery Manager

    Found in: beBee jobs CA - 1 week ago


    Mississauga, Ontario, Canada FIS Global Full time

    Position Type : Full time Type Of Hire : Experienced (relevant combo of work and education) Travel Percentage : 0%We are FIS. Our technology powers the world's economy and our teams bring innovation to life. We champion diversity to deliver the best products and solutions for our colleagues, clients and communities. If you're ready to start learning,...

  • Specialist Metallurgist/Engineer

    Found in: beBee jobs CA - 1 week ago


    Mississauga, Ontario, Canada Vale Canada Full time

    Job Title: Specialist Metallurgist/EngineerWant to work with leading technology? Who We Are: Welcome to Vale. Our purpose is to improve life and transform the future. Together. We value our workforce and strive to offer continuous training and career development opportunities for our people.Vale Base Metals is one of the world's largest producers of...

  • Sr. Manager Digital Product Group Insurance

    Found in: beBee jobs CA - 1 week ago


    Mississauga, Ontario, Canada Royal Bank of Canada Full time

    Job SummaryJob DescriptionJob Description The Senior Manager of Digital Product, Group Insurance at RBC Insurance plays a pivotal role for the organization as we redefine the Broker Experience and emerge as an organization on the forefront of innovation and human-centered design. This highly skilled and visionary individual is responsible for creating the...

  • Manager, Acquisition and Account, WFS

    Found in: beBee jobs CA - 7 days ago


    Mississauga, Ontario, Canada Walmart Canada Full time

    Position Summary...The Acquisition and Account Manager, WFS will manage business development and account management activities and work as a key stakeholder in the growth of the WFS ecosystem. This role will work closely with existing and new seller partners to grow their business with WFS. They will also be responsible for tracking and contributing to...

  • Project Management Senior Director

    Found in: beBee jobs CA - 1 week ago


    Mississauga, Ontario, Canada FIS Global Full time

    Position Type : Full time Type Of Hire : Experienced (relevant combo of work and education) Education Desired : Bachelor of Business Administration Travel Percentage : 5 - 10%Job DescriptionEvery day, our teams innovate across the world of finance. We collaborate to work smarter, while making a difference. We believe in diversity and inclusivity, giving a...

  • Lead, Digital Product Owner

    Found in: beBee jobs CA - 4 days ago


    Mississauga, Ontario, Canada RBC - Royal Bank Full time

    Job SummaryJob DescriptionWhat is the Opportunity?The Lead, Digital Product Owner at RBC Insurance plays a pivotal role for the organization as we redefine our digital product experience and emerge as an organization on the forefront of innovation and human-centered design. The Product Owner is responsible for leading and/or supporting multiple agile teams...

  • Canada | Sales Trainee Representative

    Found in: beBee jobs CA - 1 week ago


    Mississauga, Ontario, Canada TD SYNNEX Corporation Full time

    About this RoleAre you a recent full-time Graduate Sales Trainee who is hungry for success, humble in your achievements, and smart in your approach? Do you have a willingness to learn and a drive to excel? Our Sales Trainee Representative (Discovery Rep) role is the perfect opportunity for you This role offers a comprehensive training program where you will...

  • Senior Manager, OMNI Fulfillment Transformation

    Found in: beBee jobs CA - 4 days ago


    Mississauga, Ontario, Canada Walmart Canada Full time

    Position Summary...The Sr Mgr. Omni Fulfillment Transformation is responsible for developing new processes/ programs and continuously reviewing existing operational processes and strategic eCommerce solutions. This role is responsible for maintaining high service levels, leading and managing the Fulfillment Transformation team, as well as maintaining Walmart...

  • National Sales Director

    Found in: beBee jobs CA - 1 week ago


    Mississauga, Ontario, Canada Abbott Laboratories Full time

    THE OPPORTUNITYThe National Sales Director is responsible for leading and managing a sales team to achieve revenue targets and drive business growth. This role requires strong leadership, strategic thinking, and excellent communication and negotiation skills. The National Sales Director will work closely with other departments to develop and implement sales...

  • Account Development Specialist

    Found in: beBee jobs CA - 7 days ago


    Mississauga, Ontario, Canada UAP Inc. Full time

    The Account Development Specialist is the image, face and voice of Altrom. You are accountable for building and maintaining quality business relationships with existing and new customers by implementing National, Regional and District-level sales development initiatives and promoting Altrom auto parts and programs. The ADS contributes in keeping Altrom...

  • Administrative Assistant

    Found in: beBee jobs CA - 1 week ago


    Mississauga, Ontario, Canada Gallagher Full time

    Job Description Indulge your passion for problem-solving and embrace the thrill of addressing risk head-on at Gallagher's global brokerage team. Join a family of diverse minds, united by a relentless pursuit of excellence. As part of our team, you'll be the architect of protection, safeguarding businesses and empowering their ambitions. Together, we'll build...

  • Canada | Summer 2024 | Internship Program

    Found in: beBee jobs CA - 1 week ago


    Mississauga, Ontario, Canada TD SYNNEX Canada ULC Full time

    Job PurposeAs an intern, you will be working in one of the following departments for the required work term – Sales and Product Management. In addition, an executive mentor will be assigned to you for the duration of your work term. ResponsibilitiesSales Intern:Maintain sales accounts and enter sales orders in an organized, efficient and effective...

  • Life Insurance Sales Agent

    Found in: beBee jobs CA - 4 days ago


    Mississauga, Ontario, Canada American Income Life AO - Lauretta Bawo Full time

    Job Description:We are seeking a dynamic and self-motivated individual to join our team as a Sales Representative for Life Insurance. As a sales representative, you will be responsible for promoting and selling our life insurance products to potential clients. You will play a crucial role in expanding our customer base and achieving sales...

  • Senior Manager, Fulfillment

    Found in: beBee jobs CA - 7 days ago


    Mississauga, Ontario, Canada Walmart Canada Full time

    Position Summary...This position is responsible for the Omni operation of a Department (s) and/or SBU. This position is an expert on all elements of Supply Chain Management including inventory management, end to end product flow, forecasting and planning of promotion and regular replenishment, on shelf availability, fill rate and financial planning. This...

  • Field Service Engineer

    Found in: beBee jobs CA - 1 week ago


    Mississauga, Ontario, Canada TD SYNNEX Canada ULC Full time

    Join our innovative IT team We aim to simplify our processes, secure devices and networks, and provide top-tier support for our internal and external customers. We're seeking passionate, innovative professionals who are excited to be a part of the world's largest IT distributor.About the role The Senior Field Service Engineer is responsible for 2nd level...

  • Road Supervisor

    Found in: beBee jobs CA - 1 week ago


    Mississauga, Ontario, Canada GardaWorld Full time

    GardaWorld, an internationally recognized security company, is currently looking for a Road Supervisor for our Cash Services branch in Mississauga, ON. GardaWorld offers an entrepreneurial culture in which you can share your ideas and grow professionally. With a family and inclusive atmosphere, you will be able to develop your knowledge and open up your job...

  • Financial Analyst

    Found in: beBee jobs CA - 7 days ago


    Mississauga, Ontario, Canada NPA WorldWide Full time

    Job description: Essential duties and responsibilities include:Ensure an accurate and timely monthly, quarterly and year-end close.Play an active role in the month-end financial close and reporting process. Perform monthly financial analysis and communicate to the relevant colleagues in order to support managements decision-making and scenario...

  • Sr. Data Engineer

    Found in: beBee jobs CA - 7 days ago


    Mississauga, Ontario, Canada Finastra Full time

    Job DescriptionWhat will you contribute?Reporting to the Sr. BI manager, the Sr. BI engineer designs, develops, analyzes, and maintains high-quality software product applications. This position is located in Mississauga, Ontario. Responsibilities & Deliverables:Your deliverables as a Sr. BI engineer will include, but are not limited to, the following:Support...

  • Customer Service Sales Support

    Found in: beBee jobs CA - 7 days ago


    Mississauga, Ontario, Canada United West Mississauga Full time

    At UW Mississauga, our Customer Service Sales Support role will provide you with complete training and mentorship in communication and customer service while mastering an effective sales approach. UW Mississauga serves as a promotional marketing firm that works with Canada's largest telecommunication company. Our extraordinary growth and representation of...