Manager, Performance Management and Insights (Telephone Channel)

What is the opportunity?

The Telephone Channel (Advice Centre) is one of the primary engagement channels for clients. It supports millions of clients and manages millions of interactions per year for multiple lines of business across Personal Banking, Commercial Banking, Insurance and Operations. Clients first engage with the Interactive Voice Response (IVR) platform when they call into the Advice Centre. The IVR delivers value to callers by authenticating clients, offering a suite of self-serve capabilities and routing callers to an Advisor who can support their banking needs.

In this role, Manager, Performance Management and Insights will own and manage the channel performance for the Telephone Channel. They will be responsible for the performance management reporting, MBRs and dashboards for executive updates, creating insights and recommendations for the channel, and work closely with the AC Platform Product Owners to develop the product strategy and client experience.

Please Note:

• From time to time, there may be a need to support overnight technical implementations during deployment windows and support ad hoc product outages and issues.
• The successful applicant requires to work from both Meadowvale and Water Park Place locations

Key Responsibilities

Channel Insights & Strategy

• Dive into customer behaviour data, call-flow analytics, and customer feedback to identify opportunities and create recommendations to improve client experience.

• Develop and deliver high-quality materials, presentations, and reports for committee meetings.

• Create strong business-cases to support strategies, recommendations and investment.

• Support the strategy development for the IVR channel, driving both adoption and operational excellence, with the IVR Product Owners.

• Design and recommend voice-channel experience and multi-channel customer journey in collaboration with voice, digital, and mobile product owners.

Reporting And Metrics

• Develop Monthly and Quarterly Business Reports (MBR/QBR) and create business performance explanations and summaries for executive audience.

• Develop, track, and analyze key performance indicators (KPIs) and metrics to measure channel success and to derive actionable insights.

• Create and maintain reports, dashboards, and other visualization tools to provide insights and recommendations to stakeholders.

• Ensure data accuracy, integrity, and compliance with organizational standards.

External Benchmarking & Industry Trends

• Support preparation of materials for external benchmarking survey submission, analyze results and create recommendations and action plans.

• Develop forward looking channel strategy based on current and emerging trends in digital banking, voice-bot, speech-recognition, and IVR trends in Canada (and globally), including customer expectations, competitive landscape, technology innovations.

• Ensure voice-channel compliance with relevant banking regulations, privacy, security, and accessibility standards.

Required Qualifications & Skills

• Excellent communication and presentation skills, with the ability to influence and engage senior stakeholders. Proven ability to convey insight and recommendations supported by data (Build and communicate clear “stories” from data).

• Exceptional organizational and project management skills, with the ability to manage

• multiple priorities and deadlines.

• Strong analytical skills: ability to work with data, identify trends/patterns, draw insights, build narratives and actionable recommendations.

• Strong understanding of the Canadian banking industry — products (retail, cards, payments), regulatory environment, customer behaviour, service and risk requirements.

• Bachelor’s degree in Mathematics, Business Administration, Finance, Information Technology / Computer Science, or related field.

• Proficiency in Tableau, Excel, Power BI, & PowerPoint.

(Nice-to-Have) Preferred Qualifications

• Experience working on digital transformation in banking — launching new channels, migrating customers, improving digital adoption or new product launch.

• Experience in multi-channel customer journey mapping (voice, digital, mobile) and transition planning between channels.

• IVR, voice-bots, speech recognition, natural language processing (NLP), voice biometrics.

Job Skills

Additional Job Details

Note: 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.

RBC is presently inviting candidates to apply for this existing vacancy. Applying to this posting allows you to express your interest in this current career opportunity at RBC. Qualified applicants may be contacted to review their resume in more detail.