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Job Description
What is the opportunity?
As the Manager, Digital Apps Data Support, you will be responsible for maintaining the operation of the RBCI Digital Service Desk, which provides business support and direction, for technical issues, incident assistance, and major production incidents awareness, to all RBCI company business lines. In addition, you will be responsible for maintaining RBCI client data, in relation to matching, quality and data feeds within the Insurance Common Client (ICC) data base and providing input for digital product development.
You will handle production inquiries (by telephone and electronic media requests) and be responsible for managing the day-to-day functions of the RBCI Digital Service Desk operations. Furthermore, you will need to interface with IT and business representatives including IT management, IT technical staff, vendors, business management and other business partners to effectively communicate production issue statuses and upcoming production changes.
What will you do?
- Manage daily Digital Service Desk operational activities including interaction handling and incident escalations (Acting as an escalation point for difficult, complex, or controversial incidents)
- Assist end users (Brokers, Advisors and Clients) with technology support inquiries relating to, but not limited to, Sales tools (e.g. Salesforce.com), Online Insurance, Client Databases (e.g. Insurance Common Client)
- Manage the processing of incoming calls and electronic media to the Digital Service Desk to ensure courteous, timely and effective resolution of customer inquiries/issues.
- Ensure metrics, SLAs, and OKR’s of the Digital Service Desk and its technicians are being met. Maintain and provide reports on Digital Service Desk SLAs/OKR’s and productivity to Sr management and business partners
- Engage RBCI line of businesses to stand-up processes/routine to establish clean client data for matching. In addition, enhance accurate matching algorithms, data usage processes and client preferences within Insurance Common Client (ICC) database
- Manage a team of Analyst who support the Digital Service Desk managers and manage capacity and OKR’s for the Digital Apps Data Support team
Here’s what we need from you:
Must-have
- Fully Bilingual in English and French
- Experienced Insurance Industry knowledge (5+ years)
- Experienced People Manager (2+ years of people management experience)
- Experienced end user support process knowledge (5+ years)
- Knowledge of Data Analysis processes
- Continuous improvement mindset and demonstrated thought leadership
- Ability to think analytically, navigate ambiguity and recommend solid solutions
Nice to Have
- Experienced RBCI business knowledge
- College or University Degree
- Median Knowledge of IBM support tools (Stewardship Centre, ServiceNow, etc.)
- Demonstrated leadership in cross-functional environments
What’s in it for you?
- A Total Rewards program that includes flexible benefits, work/life balance and career development programs and investment and retirement savings plans
- Competitive pay and high-earning potential
- All the tools, training, and team support you need to grow your business and career
- Flexible work/life balance options
- Sophisticated RBCI software tools to boost your productivity and grow your business
RBC Insurance is an organization that succeeds by bringing out the best in its people. You’ll be part of a supportive, inclusive team that shares common values – including a fundamental respect for each other. At the heart of this is a commitment to diversity. RBC respects and responds to the many competing and evolving priorities in our lives – so you can focus on what you can do best – putting clients first.
Job Skills
Business Performance Management, Decision Making, Enterprise Application Delivery, Information Technology (IT) Infrastructure, Interpersonal Relationships, IT Service Management (ITSM), IT Systems Management, Long Term Planning, Problem Solving, Time ManagementAdditional Job Details
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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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