The Interactive Voice Response (IVR) Voice Platform is on one of the main client engagement channels, serving as the `front door' to RBC. The IVR is the first point of contact for clients calling into the Advice Centre and manages millions of client interactions per year. 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, Senior Product Manager, Interactive Voice Response (IVR) Voice Platform will be responsible for delivery of the product roadmap, channel performance and supporting the development of 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 WPP (Toronto) locations
What will you do?
Work closely with the Advice Centre Branch Technology project team and functional partners to implement and deliver the product roadmap and enhancements
Lead the Planning and Prioritization of annual enhancement plan, including creating initiatives business case and monitoring benefits realization post implementation, managing monthly and quarterly forecast updates (MIS/Planview) with Finance and Technology partners and prioritization of initiatives and backlog in collaborate with LOB product owners and Advice Centre leads.
Analyze and monitors channel performance to identify trends and develop actionable recommendations for optimizing strategies, product roadmap enhancements and customer experiences aligned to the IVR Client Experience strategy and broader Distribution Strategy imperatives.
Lead the requirements for new performance dashboards and reports and collaborate with partners to develop.
Work with internal groups and external providers to lower error rates, improve service levels and increase reliability to continually improve Client Satisfaction and retention levels
Support the develop of the IVR Client Experience strategy and product roadmap to achieve the desired client value proposition and business KPIs.
Lead the development of Product Monthly Business Review and Quarterly Business Reviews materials and provide insights and recommendation to support business objectives.
Manage external benchmarking results and develop action plans.
Ensure risk assessments are documented, adequate control measures and risk mitigants are implemented and maintained, and monitor the product risk rating using RTAs, PARAs, etc.
Establish and maintain relationships with vendors and service providers. Manage vendor contacts renewals, MSA updates and negotiating software and licenses.
Support client escalations as required.
What do you need to succeed?
Must Have
5-7 years of relevant or similar experience
Proven experience in Product Management
Strong Project Management skills
Strong business acumen, analytical and problem-solving skills
Strong technical ability with PowerPoint, Excel and Word
Strong written and oral communication skills, Interpersonal skills and ability to develop strong relationships at every level of the organization
Comfortable working in ambiguous situations and across different lines of business and cross-functionally
Undergraduate Degree
Nice to Have
RBC Organizational Awareness
RBC Digital Product Management, Interactive Voice Assistant (IVR) Voice Platform or related systems preferred
Experience in Relationship Management or Vendor Management
Bilingual in French
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
Opportunity to take on progressively greater accountabilities
A comprehensive Total Rewards Program
Leaders who support your development
Job Skills
Agile Product Development, Communication, Customer Service, Customer Success, Decision Making, Group Problem Solving, Leadership, Long Term Planning, Teamwork, Time Management
Additional Job Details
Address:
RBC WATERPARK PLACE, 88 QUEENS QUAY W:TORONTO
City:
TORONTO
Country:
Canada
Work hours/week:
37.5
Employment Type:
Full time
Platform:
PERSONAL & COMMERCIAL BANKING
Job Type:
Regular
Pay Type:
Salaried
Posted Date:
2025-05-22
Application Deadline:
2025-06-05
Note
:
Applications will be accepted until 11:59 PM on the day prior to the application deadline date above
I
nclusion
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.
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