Manager, Advice Centre Product and Transformation

1 month ago

Mississauga, Canada Royal Bank of Canada Full time

**Job Summary**

**What is the opportunity?**

As Manager, you will focus on the product execution and performance within the Advice Centre Product and Transformation portfolio, and provide key support to an 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.

**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

**What do you need to succeed?**

**Must-have**
- 2+ years’ experience in a call center, servicing, vendor management or operations environment within the banking, financial services or related industry
- 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-have**
- Knowledge of Advice Centre or Contact Centre Technologies
- Experience in leading and executing strategic projects, initiatives or transformation programs
- Experience with Project Management and/or Business Agility principles (e.g., Scrum, KanBan)

**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 Acumen, Business Data Analysis, Business Process Modeling, Communication, Critical Thinking, Decision Making, Interpersonal Relationship Management, Problem Solving, 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**:
2023-11-29

**Application Deadline**:
2023-11-30

**I**nclusion** 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.

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