Senior Manager, Business Systems Analysis, CRM

Senior Manager, Business Systems Analysis, CRM Join to apply for the Senior Manager, Business Systems Analysis, CRM role at RBC. Job Description Provide thought leadership and direction for the RBC WMC CRM transformation onto the Salesforce platform. Lead and manage Discovery and Delivery of current and future roadmaps of Wealth Management's CRM transformation to align organization goals with the future state design of the Salesforce platform. Facilitate collaborative sessions with large and diverse business stakeholder groups to drive requirements discovery, analysis, and review. Lead the functional design of the Salesforce Financial Service Cloud to drive business value. Lead conversations on integration scope and design, with business stakeholders, develop integration design in partnership with CRM architecture and tech leads and document the requirements. Actively lead, right from requirements gathering by documenting system solutions in the form of user stories, story maps, features, to supporting during the development and testing phases. People Management – Lead and support the growth of App Specialists and Business Systems Analysts within the WMC CRM team to ensure their performance and continued development support. Lead a team of BSA's distributed across multiple scrum teams in gathering requirements/user stories to develop/enhance functionality on the Salesforce platform, including the technical analysis and estimates. Act as an SF SME to other teams to ensure knowledge is propagated across Wealth i.e. upskill staff, training, etc. Build strong understanding of business domain functionality and technology options, in order to identify requirements “trade-offs” to meet business objectives and technology evolution. Comfortable in using agile tools and processes to deliver solutions collaboratively, and acting as a liaison between the pods and business stakeholders. Oversee and manage the documentation structure across our agile tools, including defining a structured approach for user story documentation in Jira and requirements within Confluence. Stay on top of the Jira board to align user stories with the overarching Goals, identifying gaps that could hamper delivery, and flag risks in a timely manner. Support and lead the evolution of the WMC CRM Centre of Expert Practitioners (CoEP) by championing process change, defining and documenting best practices, and supporting the entire program team with the transition to Salesforce. What do you need to succeed? Must-have Minimum 8 years of experience in a Business Systems Analyst role with proven experience with Agile methodology delivering large-scale complex projects/programs. Experience managing teams and capacity planning. Requirements management and communication – requirements walkthroughs; scope and change management; traceability; configuration management, backlog management & prioritization. Experience implementing CRM solutions in the financial sector, coupled with experience in business analysis of integrating applications using tools like GraphQL, Kafka and REST API's. Combination of traditional business analysis skills with lean/agile analysis skills, and the ability to identify the need for and use techniques from either skillset (system context diagrams, use cases, storyboards, relative estimation). Experience in leading requirements planning and prioritization including stakeholder analysis and effort estimation. Requirements elicitation techniques such as Data Analysis, Document Analysis, Interviews, Facilitated Workshops, Observation, Prototyping, Focus Groups, Surveys. Deep understanding of the Salesforce platform and its architecture and product suite including Sales & Service Cloud and/or Financial Services Cloud. Salesforce Certifications: Salesforce Administrator, App Builder, FSC Accreditation. Nice-to-have Experience implementing CRM solutions in the financial sector. Wealth Management industry experience related to business processes and workflows. Salesforce Certifications: Salesforce Platform App Builder, Sales Cloud, Service Cloud, Data Cloud, AI Specialist. Experience with CRM Analytics and leveraging for Predictive Analytics, Next Best Action, etc. What’s in it for you? A comprehensive Total Rewards Program including bonuses and flexible benefits, competitive compensation, commissions, and stock where applicable. Leaders who support your development through coaching and managing opportunities. Ability to make a difference and lasting impact. Work in a dynamic, collaborative, progressive, and high-performing team. A world-class training program in financial services. Flexible work/life balance options. Opportunities to do challenging work. Additional Job Details Address: RBC CENTRE, 155 WELLINGTON ST W:TORONTO City: Toronto Country: Canada Work hours/week: 37.5 Employment Type: Full time Platform: TECHNOLOGY AND OPERATIONS Job Type: Regular Pay Type: Salaried Posted Date: 2025-11-04 Application Deadline: 2025-11-14 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. 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 jobs.rbc.com #J-18808-Ljbffr