Senior Manager, Digital AI Products (Client-Facing)

Royal Bank of Canada • Toronto, ON

9d

About The Position

As Senior Manager, AI Product (Client Facing), you will improve the client experience, grow digital servicing and search capabilities, drive sales growth and commerce/shopping journeys, and reduce workload through innovative AI solutions deployed in client-facing channels. You will be the Product Owner for client-facing AI product(s) and lead cross-functional teams/squad(s) through prioritization and implementation of critical transformational initiatives towards our Conversational Banking vision. You will be responsible for the full cycle of product management activities, including risk assessments and reviews, product maintenance, strategy development, and execution. By collaborating effectively, partnering broadly and prioritizing delivery for greatest impact, you will contribute to delivering against growth and efficiency targets, while improving client and advisor experience, and risk controls. You will also lead cross-functional teams/squad(s) and collaborate with partners on requirements gathering, prioritization, execution and communication of projects and critical transformational activities.

Requirements

• 5+ years’ experience in digital product management, client-facing product strategy or transformation within banking, financial services or related industry
• 5+ years’ experience in leading and executing strategic projects, initiatives or transformation programs
• Experience with Project Management and/or Business Agility principles (e.g. Scrum, KanBan)
• Willingness to challenge the status quo, think outside the box, and identify process improvement opportunities
• Strong analytical, communication, presentation and facilitation skills
• Proven ability to deal with complexity and ambiguity, and demonstrated capability to lead/manage cross-functional partnerships
• Growth mindset, with a relentless appetite to learn, be challenged and develop new skills
• Experience developing technology and/or business strategy

Nice To Haves

• Generative AI knowledge / experience
• Knowledge of digital channels, client engagement platforms or digital banking solutions

Responsibilities

• Lead cross-functional teams/squad(s) and collaborate with partners on requirements gathering, prioritization, execution and communication of projects and critical transformational activities
• As product owner for key client-facing AI technologies and processes, responsible for product management, including risk assessments and reviews, product maintenance, strategy development and improvement opportunities
• Serve as the ‘Business Sponsor Representative Delegate’ for client-facing AI initiatives, providing business oversight and leadership of related transformational initiatives, and lead the team in day to day activities
• Partner with Business, Digital, IT, and Risk stakeholders to analyze and resolve inter-dependencies within projects, and define deliverables and requirements that meet client/business needs and expectations
• Manage external vendor relationships to deliver and execute against the product roadmap, and ensure the platform meets client servicing and sales objectives
• Gather requirements from others to ensure a clear understanding of initiatives and work with project and business/technology partners to define testing, strategies/scripts, required data and expected results
• Understand client experience and digital journeys, design AI-powered strategies and ensure that all respective groups sign off and initiatives are within budget and deliver measurable ROI
• Identify product risk profile and promote innovative or improved methods to get the work done and implement best practices
• Maintain high level of communication standards between business, technology and vendor groups serve as an AI product expert across the organization

Benefits

• A comprehensive Total Rewards Program including bonuses and flexible benefits, competitive compensation, commissions and stocks 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 teams

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed
• Number of Employees: 101-250 employees