Senior Manager, Digital Applications Data Support

Job Summary

Job Description

What is the Opportunity?

As the Senior Manager, Digital Applications Data Support, you will lead a team of second-level IT support staff providing technical and non-technical support to brokers and clients on RBC Insurance Online and Technology Platforms. This role requires working in a fast-paced, high-volume IT support environment, requiring the ability to adapt, multitask, and pivot between shifting priorities and the team’s workload.

The ideal candidate will also have a working knowledge of Agile methodologies and framework as they will be working in a dynamic, iterative environment, collaborating on continuous improvements, and leveraging Agile best practices to optimize service delivery.

What will you do?

• Create a more streamlined intake process, with self-serve reporting capabilities to adapt to volumes, resourcing, and management needs.
• Manage a team of high-performing individuals to create effective backup plans, cross-training, upskilling, and progression based on their goals and the changing Insurance digital technology landscape.
• Collaborate with business and IT platform stakeholders to stay ahead of new platform rollouts, changes, and documentation to keep the team ahead of the curve.
• Have a hands-on understanding of key platforms supported by the team to help make effective decisions and provide ad hoc support during high-volume or resource constrained periods.
• Create a robust documentation plan with resolution or investigation steps for all the platforms supported to make onboarding new team members and cross-training current team members easier.
• Provide regular reporting to management on team performance, areas needing to be addressed, and proposals for changes, backed by robust metrics for each business case.
• Work independently and proactively with minimal supervision, taking ownership of tasks and implementing service improvements.

What will you need to succeed?

Must-Have

• 5+ years’ experience running an IT service desk or IT call center environment.
• 8+ years of technology experience.
• University or College Degree in Computer Science or a related field.
• Understanding of cloud-based applications and security best practices.
• Strong knowledge of Microsoft Operating Systems, managing ticketing systems like JIRA and other financial services or Insurance applications.
• Excellent oral and written communication skills.
• Ability to thrive in a high-volume, fast-paced environment, managing multiple inquiries and escalations effectively.
• Flexibility to adapt to shifting priorities, pivot between tasks, and remain solution-oriented under pressure.
• Strong team player, with the ability to work collaboratively and build relationships across departments.
• Proven experience managing application specialists and technical teams.

Nice to Have

• ITIL v3: Foundations, Operational Support & Analysis certification.
• Technical Certification in an IT-related area.
• Technology experience in front-end user applications, authentication platforms (like OKTA), Salesforce, reporting platforms, or MDMs.
• Bilingual in English and French (written and spoken).

What’s in it for you?

• A Total Rewards program that includes flexible benefits, work/life balance and career development programs.
• Competitive pay and high-earning potential.
• Leadership support to foster career development through coaching and professional growth opportunities.
• Collaboration with a high-performing team, driven by excellence and innovation.
• Opportunities to make a lasting impact, working in a dynamic and fast-paced environment.

RBC Insurance is an organization that succeeds by bringing out the best in its people. You’ll be part of a supportive, inclusive team that shares common values – including a fundamental respect for each other. At the heart of this is a commitment to diversity. RBC respects and responds to the many competing and evolving priorities in our lives – so you can focus on what you can do best – putting clients first.

Job Skills

Agile Methodology, Analytical Thinking, Business Analytics, Change Management Strategies, Communication, Confidentiality, Critical Thinking, Data Analysis, Data Analytics, Data Architecture, Data Management, DataOps, Data Privacy, Decision Making, Encryption Software, Group Problem Solving, Information Security Management, IT Incident Management, Long Term Planning, Management Strategy, Master Data Management (MDM), People Management, Process Changes, Process Improvements

Additional Job Details

Address: MEADOWVALE BUSINESS PARK, 6880 FINANCIAL DR:MISSISSAUGA

City: MISSISSAUGA

Country: Canada

Work hours/week: 37.5

Employment Type: Full time

Platform: INSURANCE

Job Type: Regular

Pay Type: Salaried

Posted Date: 2025-02-27

Application Deadline: 2025-04-29

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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Expand your limits and create a new future together at RBC. Find out how we use our passion and drive to enhance the well-being of our clients and communities at jobs.rbc.com.