Operations Manager, Robotic Process Automation

3 weeks ago

Waterloo, Canada Sun Life Full time

You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.

As the RPA Operations Manager in Sun Life's Digital Business Automation Services (DBAS), this role will be responsible for managing a team of technical experts for the ongoing operations, support, and maintenance of Sun Life’s Robotic Process Automation Platform.

The position is accountable for managing the team which provides technical support services for the Robotic Process Automation Platform within Digital Business Automation Services. A significant part of this role is focused on maintaining a strong relationship with the respective business groups and working closely with them to ensure business process continuity.

This includes prioritizing and triaging service requests stemming from multiple delivery teams, identifying resource requirements for baseline operational work, managing scheduling and coverage against agreed-upon SLAs for both onshore and offshore resources, leading process improvement initiatives, management of vendor-partner relationships, testing, training, and documentation. All of this while maintaining IT governance practices on Architecture Review, Business Continuity, Disaster Recovery, and SOX compliance.

This role reports to the RPA Platform Engineering Director.

**What will you do?**
- Manage the day-to-day operational support of the RPA Platform
- Develop a well-rounded operations team that can manage different situations and stakeholders independently
- Coach and support a blended onshore/offshore team to develop their skills and capabilities to foster engagement and growth within their roles
- Build a performance management model, leveraging underlying data to feed KPIs and metrics
- Proactively identify and address deficiencies in automations through proactive monitoring, reporting and trend analysis
- Serve as the primary escalation point for questions, concerns and/or prioritization decisions from various stakeholder groups
- Create a robust and resilient release management process that feeds into the standards and procedures for implementing production systems using Sun Life guidelines for change management to ensure reliability, accessibility, integrity, and security.
- Establish controls and governance through appropriate technologies and methodologies with an eye to evolving to a DevOps model
- Identify and root out low-value work, finding ways to eliminate or automate it so that your team is focused on key priorities
- With assistance of the Director, own and manage the operating budget of the RPA Platform, including resourcing, software, and infrastructure costs
- Identify training and documentation needs, oversee, and develop the training plans, curriculums, and documentation, and identify alternative methods of delivering training plans
- Build on our existing knowledge management model, ensuring that information is structured, easy to find, shareable and digestible
- Participate in cross-platform incident, problem, and change management processes
- Participate in the coordination of the disaster recovery tests for DBAS. Ensure that the resources are available for testing and supporting the disaster recovery tests
- Maintain strong relationships with Sun Life selected software vendors and service providers ensuring the company’s needs and viewpoints on priorities are clearly communicated and understood.
- Participate as required to ensure project delivery for partners is successful. This may include providing project leadership and/or Subject Matter Expert accountabilities.

**What do you need to succeed?**
- Minimum of 5 years of progressive information technology experience, with at least two years of RPA experience either managing an RPA control room or building new automations
- Strong understanding of RPA tools and development process (Blue Prism preferred)
- Solid understanding of cyber security implications of automation, and industry best practices
- Strong understanding of virtualization and cloud technologies
- Excellent collaboration, communication, presentation, interpersonal, negotiation, facilitation, influencing, and organization skills
- Empathetic nature when working with various stakeholders across the organization, including business partners, technology partners, and support staff
- The ability to understand the organizational culture and understand the reasoning behind key policies, practices, and procedures
- An action-oriented attitude - seeking out area

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