Senior Manager, Access Request provisioning (Global Security)

RBC•Vancouver, BC

1d•Hybrid

About The Position

As part of the Identity & Access Management team within Global Security (GS), a Senior Manager oversees the activities of a team within the IAM unit, enabling the team to meet objectives, implement changes to processes, tools, and methods that result in increased operational efficiency, agility and potential cost reductions within GCS. The role requires the management of the team within the IAM unit with goal of being recognized as a “best in class" service provider and partner of choice for all stakeholder groups.

Requirements

3 to 5 years of experience working in IT support and/or Service Desk support role as well as strong People Management experience
Strong technical writing aptitude, written and verbal communications skills, with the ability to knowledge transfer your expertise in order to develop staff
Strong ability to manage client and stakeholder relations with a strong sense of urgency and ability to shift tasks in high pressure environment
Strong knowledge in Identity & Access Management controls and policies and skilled in collaboration, troubleshooting, gap analysis, data trending and analysis methods
if not located in Vancouver, flexibility to work different shifts based on business need, 9am to 5pm PT/ 12pm to 8pm ET

Responsibilities

Lead and contribute on ongoing activities/initiatives to achieve effective operations, productivity and optimal business performance.
Manage and deliver on special projects related to strategy, continual service improvement, relationship management, metrics, process documentation and tools.
Lead and manage the team, ensure employees are motivated to process requests submitted through our ticketing platform and make decisions in the best interests of clients.
Oversees daily operational performance and resource alignment to meet established operational SLAs towards our business units and accountable for efficient day to day operation and for effective communication and coordination of changes.
Identify trends and assess gaps in provisioning and incident queues to reduce repetitive negative occurrences and implement opportunities to streamline existing processes to consistently drive operational efficiencies.
Work in a diverse environment leveraging other team members’ experience and knowledge and participate in meetings with support partners for changes to process and procedures and manage the knowledge base accordingly.

Benefits

bonuses
flexible benefits
competitive compensation
commissions
stock where applicable
Leaders who support your development through coaching and managing opportunities
Ability to make a difference and lasting impact
Work in a dynamic, collaborative, progressive, and high-performing team
A world-class training program in financial services
Flexible work/life balance options
Opportunities to do challenging work