Senior Manager, Performance Insights

RBC • Toronto, ON

4d • Hybrid

About The Position

The Senior Manager, Performance Insights, Transformation & Enterprise Operations (TEO), leads the development of new metrics and insights that enable performance improvement across TEO. The goal is to drive continuous improvement in Operations and measurement systems by developing new metrics, enhancing existing ones, and improving how performance is measured across operations centers. As the TEO Transformation Office (TTO), the responsibility includes developing a consistent standard methodology, leveraging best practices across TEO operations centers, enabling leadership to make data-driven decisions, and supporting the team in achieving strategic ambitions. The role will consult and advise on business performance improvement opportunities, including service levels, quality, efficiency, and resiliency. This role is a key member of the TEO Transformation Office (TTO) team, accountable for TEO strategy and communications, automation, business performance insights, and data and AI strategy. TEO is comprised of vertical operations centers (Payments & Trade Operations, Cash Services, and Finance Shared Services) and horizontal transformation teams, delivering on RBC’s Brand of trust by efficiently managing the movement of money and driving innovation to enable T&O. This role requires 4 days in office with 1 remote day to foster a collaborative work environment.

Requirements

• 5+ years of business and performance management experience within RBC or in a similar setting, with demonstrated experience improving measurement systems
• Experience in Consulting (internal or external to RBC), or similar roles, including developing ‘trusted advisor’ relationships, delivering new insights and advice, leading to management actions and results
• Demonstrated ability to create and deliver executive-ready content: high-quality, clear, concise, and impactful content, with advanced proficiency in visual storytelling with data
• High level of business and financial acumen
• Comfortable working in ambiguous situations, scoping out work efforts to bring clarity to work effort needed to achieve desired outcomes
• Analytical rigour – able to break down complex problems, synthesize information and use data to inform decisions and strategy development
• Project management and execution experience, especially in defining and executing deliverables in a small team, but with impact and influence across large stakeholder groups
• Exceptional interpersonal skills and ability to develop and nurture strong relationships at every level of the organization, including managing complex stakeholder relationships

Nice To Haves

• Dashboard design and/or development experience, preferably with Tableau
• Technical skills including ability to extract, transform, and analyze large data sets, with SQL, Python, and advanced excel functions, and synthesize information into executive ready summary
• MBA, or similar education
• Experience with Agile ways of working, and tooling, including JIRA and Confluence
• Experience developing Technology & Operations strategy, business process reengineering, and/or capacity/resource planning
• Experience in Enterprise Operations

Responsibilities

• Define and evolve the metrics that best represent performance across our balanced scorecard: Service Levels, Efficiency, Accuracy, and Resiliency
• Drive a roadmap of development and change for our dashboards, including securing buy-in and alignment across our operating centres, and planning for metric evolution as we adopt more AI solutions into our processes
• Partner, and act as the “glue”, with our Operations Centres and Transformation teams across TEO to facilitate an efficient and effective process to produce an integrated view of TEO performance with valuable insights for leadership
• Consult/advise on performance improvement opportunities across each line of business in TEO, including support for the monthly Management Business Reviews (MBRs) to ensure business performance is well understood, and that teams are enabled with key trends and insights
• Further systematize how we integrate data, information, and metrics to support our management routines, including adoption of AI (leveraging RBC Assist Pro where possible), automation, tooling, and streamlining of processes
• Leverage additional data sources, including Financials, App Dev capital investment portfolio, headcount data, risk data, and others, to develop new metrics and insights
• Act as a strategic storyteller for TEO's operational performance, presenting metrics, insights, and risk across a variety of audiences (T&O leadership, TEO SMT, etc.) including authoring the narrative for senior leadership reviews such as Business Review Documents (BRDs) to support discussion, decisions and tangible management actions.
• As part of the Business & Performance Management team, support additional business management responsibilities as needed, including contributing to special projects, operational coordination, and cross-functional initiatives to ensure alignment with leadership priorities and organizational goals.

Benefits

• A comprehensive Total Rewards Program including bonuses and flexible benefits
• Leaders who support your development through coaching and managing opportunities
• Ability to make a difference and lasting impact
• Work in an agile, collaborative, progressive, and high-performing team
• The opportunity to interface with senior level executives from many different parts of the organization

What This Job Offers

• Job Type: Full-time
• Career Level: Senior