Manager - Application Management and Support - Workflow Portfolio

Job Summary

Job Description

What is the role?

Reporting to the Product Owner, Service & Workflow, as Application Manager, you will provide end-to-end support of applications that are crucial to P&CB businesses and operational processes. As Agile Product Owner Delegate, you will be a member of the Agile Team and will be responsible for defining user stories and prioritizing the backlog to streamline the execution of program priorities while maintaining the conceptual and technical integrity of the features or components for the team

What will do you?

• Liaise with the application custodian(s) on the development, evolution and execution of robust safety and soundness practices as part of change management, problem management, and user acceptance testing (UAT) and post-implementation verification (PIV) processes; focusing on end-to-end business processes across applicable P&CB lines of business (LOB), with solution resiliency and sustainment mindsets while applying a balanced risk factor.
• Act as SME providing recommendations & direction for projects/initiatives
• Engage application custodian(s) and other IT partners to fully understand the applications within your portfolio Engage Product Manager(s) and stakeholders to fully understand critical functions within each application, setting priority/severity levels on a granular basis as required
• Educate our IT partners (L1 and L2) on business usage/impact Represent the business and our clients during the investigation and resolution of major incidents for applications within your portfolio; working closely with T&O and others in CB Ops as well as business stakeholders to ensure proper and timely handling of incidents such that relevant stakeholders are engaged OE&I/Regional Banking have sufficient information for their communication plan BCP is invoked (if warranted), and restoration, remediation and root cause analysis are completed in an acceptable and timely fashion
• Lead the planning and execution of Business Continuity Planning activities, including but not limited to periodical (annual) review of BCP artefacts, table-top exercise and BCP plan updates
• Have oversight on all maintenance charges
• Leverage reporting and analytics to ensure application resiliency and identify areas for improvement.
• Drive process improvement and efficiency through opportunities (e.g., test automation) Approve system access requests and fulfill end-to-end Data Steward Delegate and Group Delegate responsibilities, ensuring adherence to segregation of duties principles, data management standards, and data integrity of managed applications
• 24/7 Support
• Participate in Agile ceremonies such as sprint planning, backlog refinement, daily standups, sprint reviews, and sprint retrospectives
• Own product backlog refinement taking full responsibility for building the right product as the voice of the customer (e.g. external customer, internal operations user, etc.), ensuring product backlog is visible and transparent
• Collaborate with the Product Manager(s) for the applications you support to understand the product roadmap and ensure initiatives within the lab align to their vision
• Lead requirement gathering effort on epics as needed, consulting with project managers, sponsors and other stakeholders Create/refine/accept user stories for epics and backlog items ensuring enough ready user stories are in the backlog at all times
• Ensure technical specs and non-functional requirements are maintained for the applications within your portfolio

What do you need to succeed?

Must-have

• A talent for relaying technical jargon into business language with the capacity to understand and explain the client impact
• Practical experienced working in an Agile lab
• A high level of intellectual curiosity and comfortable with ambiguity
• Ability to diffuse difficult situations, keeping all parties focused and engaged
• Attention to detail and strong time management and planning skills
• A strategic mindset, strong analytical, consultative, and communication/facilitative skills
• Strong dedication to our clients and the underlying importance of exceeding business partner expectations
• Able to manage multiple priorities and aggressive deliverables
• 24/7 on call availability

Nice-to-have

• Working knowledge of CB end-to-end business processes and supporting technologies (i.e. CART and eHub PEGA applications)
• Technology & Operations (T&O) experience
• Practical experience spanning both business and technology
• Business maturity and a strategic mindset, to apply good judgement to deal effectively at all levels
• Experience in technology recovery and incident management matters Strong business acumen and ability to establish effective relationships with key P&CB and T&O partners, and proven ability to influence outcomes in a matrixed environment
• Knowledge of the Enterprise Content Management domain, document centric workflow, Enterprise Records Management, and document & data capture through multi-channel e-solutions
• Change leadership experience and strong facilitation skills
• Working knowledge of Pega workflow applications such as CART
• Certified Scrum Product Owner (CSPO)
• Agile and/or Lean Six Sigma certification
• Technology Resiliency and Business continuity experience and/or certification

Job Skills
Customer Service, Customer Service Management, Decision Making, Interpersonal Relationship Management, Investment Performance Measurement, Operational Delivery, Process Improvements, Risk Management, Time Management, Treasury Management

Additional Job Details

Address:

RBC WATERPARK PLACE, 88 QUEENS QUAY W:TORONTO

City:

TORONTO

Country:

Canada

Work hours/week:

37.5

Employment Type:

Full time

Platform:

PERSONAL & COMMERCIAL BANKING

Job Type:

Regular

Pay Type:

Salaried

Posted Date:

2025-04-24

Application Deadline:

2025-05-10
Note: Applications will be accepted until 11:59 PM on the day prior to the application deadline date above

Inclusion and Equal Opportunity Employment

At RBC, we believe an inclusive workplace that has diverse perspectives is core to our continued growth as one of the largest and most successful banks in the world. Maintaining a workplace where our employees feel supported to perform at their best, effectively collaborate, drive innovation, and grow professionally helps to bring our Purpose to life and create value for our clients and communities. RBC strives to deliver this through policies and programs intended to foster a workplace based on respect, belonging and opportunity for all.

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