Manager, Digital Apps Data Support

What is the opportunity?

As the Manager, Digital Apps Data Support, you will be responsible for maintaining the operation of the RBCI Digital Service Desk, which provides business and technical support for issues, incident assistance, and major production incidents awareness, to RBCI external business stakeholder.

You will handle production inquiries (by telephone and electronic media requests) and be responsible for managing the day-to-day functions of the RBCI Digital Service Desk operations. Furthermore, you will need to interface with IT and business representatives including IT management, IT technical staff, vendors, business management and other business partners to effectively communicate production issue statuses and upcoming production changes.

Please note that this is an office based role at our location in Meadowvale.

What will you do?

• Manage daily Digital Service Desk operational activities including interaction handling and issue escalations (Acting as an escalation point for difficult, complex, or controversial incidents)

• Assist end users (Brokers, Advisors and Clients) with technology support inquiries relating to, but not limited to, Sales tools (e.g. Okta, Salesforce), Online Insurance Portal, RBCI Illustrations and Business Intelligence Centre (BIC)

• Manage the processing of incoming calls and electronic media to the Digital Service Desk to ensure courteous, timely and effective resolution of customer inquiries/issues.

• Ensure metrics, SLAs, and OKR’s of the Digital Service Desk and its technicians are being met. Maintain and provide reports on Digital Service Desk SLAs/OKR’s and productivity to Sr management and business partners

• Engage RBCI line of businesses to stand-up processes/routine to establish onboarding and best practice material for the new applications launch.

What do you need to succeed?

Must-have

• Experienced troubleshooting Windows based applications (3+ years)

• Experienced end user support process knowledge (3+ years)

• Good Knowledge of support tools (ServiceNow, Jira)

• Continuous improvement mindset and demonstrated thought leadership

• Ability to think analytically, navigate ambiguity and recommend solid solutions

• College or University Degree in a relevant field

Nice to Have

• Bilingual in English and French

• Knowledge of Insurance Industry

• Demonstrated leadership in cross-functional environments

• Experienced RBCI business knowledge

What’s in it for you?

We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to help our clients thrive and communities prosper. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.

• A Total Rewards program that includes flexible benefits, work/life balance and career development programs and investment and retirement savings plans

• Competitive pay and high-earning potential

• All the tools, training, and team support you need to grow your business and career

• Flexible work/life balance options

• Sophisticated RBCI software tools to boost your productivity and grow your expertise.

Job Skills

Business Performance Management, Decision Making, Enterprise Application Delivery, Group Problem Solving, Information Technology (IT) Infrastructure, Interpersonal Relationships, IT Service Management (ITSM), IT Systems Management, Long Term Planning, Time Management

Additional Job Details

MEADOWVALE BUSINESS PARK, 6880 FINANCIAL DR:MISSISSAUGA Mississauga Canada 37.5 Full time INSURANCE Regular Salaried 2025-08-20 2025-09-04

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.