Manager, Voice Communication Platform

6 months 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 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**
- Solid experience with Interactive Voice Response (IVR), as IVR product owner or in IVR product management
- 2+ years’ experience in a call handling, vendor management or operations environment within the banking, financial services or related industry
- 2+ 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-have**
- WFM or Call Recording experience
- 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, MURAL, LeanKit, Jira, Visio, MS Project)
- 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**

Communication, Customer Service, Customer Success, Decision Making, Leadership, Problem Solving, Teamwork, Time Management

**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

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