Senior Manager, Business Systems Analysis, CRM

Job Description

As the Sr. Manager, Business Systems Analysis for the Salesforce Platform within Wealth Management Canada (WMC), you will have a key leadership role in the design and implementation of Salesforce Financial Services Cloud (FSC) as a core platform for Wealth Management Canada. You'll have the opportunity to work directly with our business partners to lead the direction of the end-to-end experience for our Advisors, defining the functional design and mapping the user experience needed for Salesforce to transform RBC WMC’s ability to engage with clients and derive key data driven analytics.

You’ll be joining a diverse and inclusive agile lab delivering solutions on Salesforce’s Financial Services Cloud and Lighting platform. The successful candidate will be excited to join a team that employs the latest in technology and scaled agile practices to stand up the SF Platform for RBC WMC. This role will also act as a subject matter expert for SF on the software engineering team, developing and maintaining functional expertise on Salesforce Financial Services Cloud (FSC) and working in partnership with the WMC business and program teams.
What will you do?

Lead and manage Discovery and Delivery of current and future roadmaps of Wealth Management's CRM transformation to align organization goals with the future state design of the Salesforce platform

Provide thought leadership and direction for the RBC WMC CRM transformation onto the Salesforce platform

Facilitate collaborative sessions with large and diverse business stakeholder groups to drive requirements discovery, analysis, and review

Lead the functional design of the Salesforce Financial Service Cloud to drive business value

Lead conversations on integration scope and design, with business stakeholders, develop integration design in partnership with CRM architecture and tech leads and document the requirements.

Actively lead, right from requirements gathering by documenting system solutions in the form of user stories, story maps, features, to supporting during the development and testing phases.

People Management - Lead and support the growth of App Specialists and Business Systems Analysts within the WMC CRM team to ensure their performance and continued development support

Lead a team of BSA's distributed across multiple scrum teams in gathering requirements/user stories to develop/enhance functionality on the Salesforce platform, including the technical analysis and estimates

Act as an SF SME to other teams to ensure knowledge is propagated across Wealth i.e. upskill staff, training, etc.

Build strong understanding of business domain functionality and technology options, in order to identify requirements “trade-offs” to meet business objectives and technology evolution

Comfortable in using agile tools and processes to deliver solutions collaboratively, and acting as a liaison between the pods and business stakeholders.

Oversee and manage the documentation structure across our agile tools, including defining a structured approach for user story documentation in Jira and requirements within Confluence

Stay on top of the Jira board to align user stories with the overarching Goals, identifying gaps that could hamper delivery, and flag risks in a timely manner.

Support and lead the evolution of the WMC CRM Centre of Expert Practitioners (CoEP) by championing process change, defining and documenting best practices, and supporting the entire program team with the transition to Salesforce

What do you need to succeed?
Must-have

Minimum 8 years of experience in a Business Systems Analyst role with proven experience with Agile methodology delivering large-scale complex projects/programs.

Experience managing teams and capacity planning

Requirements management and communication – requirements walkthroughs; scope and change management; traceability; configuration management, backlog management & prioritization.

Experience implementing CRM solutions in the financial sector, coupled with experience in business analysis of integrating applications using tools like Graph

QL, Kafka and REST API's.

Combination of traditional business analysis skills with lean/agile…