Senior Manager, Insights

Job Description What is the opportunity?

The Senior Manager, Performance Insights, Transformation & Enterprise Operations (TEO), leads the development of new metrics and insights that enable performance improvement across TEO.

Our goal is to drive continuous improvement in our Operations and this requires continuous improvement in our measurement system: developing new metrics, enhancing existing metrics, and driving the roadmap to improve how we measure performance across our operations centres. As the TEO Transformation Office (TTO), our responsibility is in developing a consistent standard methodology, leveraging best practices, that cut across our TEO operations centres, enabling leadership to make data-driven decisions and enabling our team to deliver on our strategic ambitions.

The role will consult and advise on business performance improvement opportunities, including service levels, quality, efficiency, and resiliency. You will be a key member of the TEO Transformation Office (TTO) team, which is accountable forTEO strategy and communications,automation, business performance insights, anddata and AI strategy.

TEO is comprised of both vertical operations centres (Payments & Trade Operations, Cash Services, and Finance Shared Services) & horizontal transformation teams, TEO delivers on RBC’s Brand of trust by efficiently managing the movement of money & driving innovation to enable T&O.

This role requires 4 days in office with 1 remote day to help foster a collaborative work environment.

• As the Performance Insights lead, you will have direct accountability for the metrics we produce and oversight for dashboard development planning and roadmap, including:

  • 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.

• 5+ years of business and performance management experience within RBC or in a similar setting, with demonstrated experience…