Senior Manager, Voice Communication Platforms (six month contract)
Job description
Come Work with Us!
At RBC, our culture is deeply supportive and rich in opportunity and reward. You will help our clients thrive and our communities prosper, empowered by a spirit of shared purpose.
Whether you’re helping clients find new opportunities, developing new technology, or providing expert advice to internal partners, you will be doing work that matters in the world, in an environment built on teamwork, service, responsibility, diversity, and integrity.
Job Title
Job Description
What is the opportunity?
You will enhance Voice Assistant channel capabilities and streamline processes, while balancing client experience. You will prioritize delivery for greatest impact, while supporting and designing the future roadmap for deep and mature usage of the product's existing and emerging capabilities. In partnership with our Contact Center Technology team, you will provide access to key stakeholders to help translate between technology risk and business impact. You will maintain a relationship with our vendor and strategic partner to drive momentum and focused support for RBC. You will collaborate with key line of business partners to identify solutions for business requirements, and provide oversight for testing and implementation of functionality in the Voice Assistant channel.
Please note: This role may need to work overnight from time to time to support overnight technical implementations.
What will you do?
- Actively support the Voice Assistant team, to elicit clarity on business requirements, anticipate risks, coordinate user acceptance testing and post implementation verification releases
- Support an active financial forecast of internal and external spend to support product, and manage change requests proactively and transparently to ensure product is sufficiently funded to not only maintain the status quo, but to continue to evolve and mature
- Advocate for our clients and employees, driving to impact where it matters most for product capability deployment and enhancement with both Contact Center Technology and our vendor partners
- Contribute to design and prioritization of anticipated and new integrations (Workday, Asynchronous Chat, Client360, Mobile, etc.) by acting as a liaison between technology delivery and our business SMEs
What do you need to succeed?
Must have:
- 5+ years related experience, with solid knowledge and experience in contact center or operations environment
- Strategic mindset, confidence in challenging the status quo and helping others navigate change
- Ability to harness the power of diverse experiences to assess and articulate risk, and to make decisions in real-time in a collaborative fashion
- Professional communication skills and ability to present and facilitate in varied audiences (internal/external, junior and senior level employees)
- A self-starter that can develop a plan, take ownership and deliver solutions. Ability to prioritize, plan and execute to meet tight timelines
- Willing to work overnight occasionally, support overnight technical implementations
- Able to complete a six month contract in this role
Nice-to-have:
- Knowledge of Canadian Banking Operations, Advice Centre & Operations functions, capabilities, tools, technologies, processes and advisor/client experience
- Change Management
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
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Inclusion 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.
We also strive to provide an accessible candidate experience for our prospective employees with different abilities. Please let us know if you need any accommodations during the recruitment process.
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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 rbc.com/careers.
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