Senior Business Analyst (Contract)
Senior Business Analyst (Contract)
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1 Vacancy
Job Description
Job Summary
Job Description
What is the opportunity
The Senior Business Analyst is responsible for leading supporting and executing projects and initiatives to enable the Operations Effectiveness and Quality Assurance teams for RBC Insurance as well as aligning processes to RBC enterprise risk framework.
This role collaborates closely with subject matter experts across operations distribution contact centers risk legal and compliance to capture detailed business requirements design simplified and streamlined quality control processes and identify opportunities for automation.
What will you do
Partner with Sales Practices Risk Legal and Compliance teams to develop detailed business requirements and rules for call monitoring and quality assurance standards
Collaborate with subject matter experts across Quality Assurance and Operations teams to document current state capture business requirements design simplified and streamlined quality control processes and identify potential opportunities for automation
Lead the transformation of quality assurance processes and align to RBC enterprise risk framework including transparency into risk and controls and reporting issues and management actions
Support transformation teams across Operations and assess impact to Quality Assurance processes and collaborate with digital and data teams to identify opportunities for automation
Develop process maps to visualize call and process flows for various categories of call interactions and define rules and opportunities for technology to improve QA processes
Work with Operations Effectiveness leadership team to identify and implement strategic initiatives to drive business value and generate efficiencies
What will you need to succeed
Must have
Minimum 5 years of experience in business analysis and a proven track record with delivering process improvement projects and initiatives
Experience in contact center operations and working knowledge of contact center business processes such as client authentication IVR legal statements etc.
Direct experience with business requirements documents process documentation and process mapping utilizing industry-leading tools
Experience in Canadian Insurance industry and working knowledge of various insurance products across Auto Property Life and Health
A self-starter solution-oriented and a strong advocate for change adaptability and continuous learning and improvement
Strong analytical critical thinking and problem-solving skills as well as excellent verbal written and facilitation skills
Nice to have
Post-secondary degree in Business Computer Science or related field
Lean Six Sigma or equivalent certification
Special Conditions
Please note this is a 12 month contract.
Whats in it for you
Competitive pay and high-earning potential
All the tools training and team support you need to grow your career
Flexible work/life balance options
Sophisticated RBCI software tools to boost your productivity
RBC Insurance is an organization that succeeds by bringing out the best in its people. Youll 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
Adaptability Customer Service Decision Making Effectiveness Measurement Insurance Operations Process Management Strategic Thinking Time ManagementAdditional Job Details
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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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Required Experience:
Senior IC
Employment Type
Full-Time
