Senior Product Manager, Advice Centre Authentication

RBC•Toronto, ON

2d•Hybrid

About The Position

At RBC, we are redefining how clients interact with us across all channels. As the Product Owner of the Advice Center Authentication, you will lead the execution of RBC’s authentication strategy delivering secure, seamless, and consistent experiences across all channels; over the phone, in digital, and in person. This role sits at the intersection of client experience, technology, and risk. You will play a critical role in protecting our clients and advisors, developing fraud controls, and enabling frictionless access to RBC services. You will report to the Director, IVR Platforms, within the AC Platforms team under the AI, Conversational Banking & Advisor Platform (AICBAP) group. 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 will need to work primarily from Waterpark Place but will spend one day a week at Meadowvale location.

Requirements

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 Haves

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
Experience working in Agile delivery environments

Responsibilities

Product Manager/Product Owner the Advice Centre Authentication Product suite including: 3 digit telephone banking Secret Access Code, Personal Verification Questions using Conversational Voice/Natural Language, Voice Biometrics, FRAME, and IVR Multi-Factor Authentication.
Develop and execute the Authentication Strategy.
Translate strategic priorities into a clear product roadmap and backlog, driving delivery across Advice Center channels, ensuring a unified authentication experience across all client and advisor touchpoints over the phone, on digital devices or in person, aligned to Distribution Strategy.
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 collaboration with LOB product owners and Advice Centre leads.
Analyze and monitor channel performance to identify trends and develop actionable recommendations for optimizing strategies and product roadmap enhancements and customer experiences aligned to the IVR Client Experience strategy and broader Distribution Strategy imperatives.
Partner with AICBAP Product Owners, Digital, Technology, Fraud Management, Risk, Compliance, and Advice Centre teams to deliver integrated, enterprise solutions and to deliver product roadmap.
Work closely with AC National Office enablement to update policies and procedures, develop training materials and rollout plans to over 10,000 advisors.
Identify and deliver opportunities to streamline authentication journeys, and improve operational efficiency.
Develop and lead all Fraud related strategic initiatives aimed at awareness, prevention and remediation when required.
Establish and track KPIs such as authentication success rates, fraud reduction, and channel containment; continuously improve based on insights.
Develop forward looking strategy based on current and emerging trends in Canada (and globally), including customer expectations, competitive landscape, technology innovations for digital banking, telephone banking and IVRs.
Ensure voice-channel compliance with relevant banking regulations, privacy, security, and accessibility standards.