Senior Product Manager, Interactive Voice Response (IVR) Voice Platform

RBC•Toronto, ON

1d•Hybrid

About The Position

The Interactive Voice Response (IVR) Voice Platform is one of the main client engagement channels, serving as the 'front door' to RBC. The IVR is the first point of contact for clients calling into the Advice Centre and manages millions of client interactions per year. The IVR delivers value to callers by authenticating clients, offering a suite of self-serve capabilities and routing callers to an Advisor who can support their banking needs. As a Senior Product Manager, Interactive Voice Response (IVR) Voice Platform you will own the IVR product and you will be responsible for defining, prioritizing and delivery of the product roadmap, channel performance and supporting the development of the product strategy and client experience. 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

Responsibilities

Establish a roadmap that balances client experience, containment, fraud prevention and cost efficiency.
Work closely with the Advice Centre Branch Technology project team and functional partners to implement and deliver the product roadmap and enhancements
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, product roadmap enhancements and customer experiences aligned to the IVR Client Experience strategy and broader Distribution Strategy imperatives.
Work with internal groups and external providers to lower error rates, improve service levels and increase reliability to continually improve Client Satisfaction and retention levels
Support the development of the IVR Client Experience strategy and product roadmap to achieve the desired client value proposition and business KPIs.
Lead the development of Product Monthly Business Review and Quarterly Business Reviews materials and provide insights and recommendations to support business objectives.
Manage external benchmarking results and develop action plans.
Ensure risk assessments are documented, adequate control measures and risk mitigants are implemented and maintained, and monitor the product risk rating using RTAs, PARAs, etc.
Establish and maintain relationships with vendors and service providers.
Manage vendor contacts renewals, MSA updates and negotiating software and licenses.
Support transformational and modernization initiatives.
Support client escalations as required.
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.
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.