What is the opportunity?

The Manager, Data Enablement & Delivery [Platform Transformation] is responsible for delivering data and reporting solutions that support Advice Centre Products and Platforms. You will own accountability for creating and maintaining reporting assets for Asynchronous Messaging, Client 360 (Salesforce), and Contact Centre As A Service (CCaaS) initiatives, and the IVR transformation program. In this role, you will partner closely with platform owners, transformation leads, and our Data Engineering team to translate business requirements into scalable, high-quality reporting solutions. You will use a modern technology stack (Python/PySpark, Snowflake, Trino, Tableau) to deliver actionable insights that enable informed decision-making and drive business outcomes across these critical platforms.

What will you do?

Contact Centre As A Service (CCaaS) & IVR – Performance Reporting

• Own accountability for data preparation, integration, and quality assurance from CCaaS platforms and IVR systems.
• Develop and maintain Tableau dashboards that track customer interactions, system performance, agent productivity, and call metrics.
• Collaborate with CCaaS and IVR stakeholders to define reporting requirements, SLAs, and performance indicators.
• Design and implement data automation and refresh strategies to ensure timely delivery of performance data during transformation.
• Partner with Data Engineering to ensure data pipelines align with reporting needs and governance standards.

Asynchronous Messaging – Data & Reporting Solutions

• Support data and reporting needs for Asynchronous Messaging platforms.
• Develop dashboards and reporting solutions that track message delivery, customer engagement, and response metrics.
• Collaborate with platform stakeholders to translate business needs into reporting solutions.
• Ensure data quality and timeliness in all messaging-related reporting assets.

Client 360 (Salesforce) – Analytics for Sales & Service

• Support reporting and analytics needs for Client 360 Salesforce initiatives.
• Develop solutions that track sales pipeline, opportunity management, customer interactions, and key performance metrics.
• Collaborate with Salesforce stakeholders and business partners to define data requirements.
• Manage Salesforce data integration, quality, and governance in partnership with IT teams.

Data Quality & Governance

• Uphold rigorous data quality and governance practices across all reporting solutions and platforms.
• Manage Tableau model, data source, and permission management in partnership with IT and Data Engineering.
• Monitor and enforce data quality standards across source systems and reporting assets.
• Drive efficiency in data maintenance and delivery processes.

Stakeholder Engagement & Insights Delivery

• Build and maintain strong relationships with platform owners, transformation leads, and business stakeholders.
• Act as a trusted partner in data enablement and reporting delivery.
• Proactively deliver timely, value-added insights and actionable recommendations.
• Translate complex data and technical concepts into clear, business-relevant insights.
• Effectively manage and prioritize multiple data requests, projects, and ad-hoc analysis requests.

Innovation & Continuous Improvement

• Explore and implement new data sources, tools, and techniques to enhance insights and analysis capabilities.
• Stay abreast of emerging technologies (Salesforce analytics, LivePerson capabilities) that could enhance reporting quality.
• Identify opportunities to improve data delivery processes and support platform transformation goals.

What do you need to succeed? 

Must have:

• 2+ years of experience developing, supporting, and maintaining reporting dashboards and analytics solutions in data-heavy environments.
• Strong background in programming with Python and/or PySpark, including familiarity with common packages (e.g., numpy, scipy, pandas).
• Proven experience working with modern data platforms: Snowflake, Trino, or similar cloud data warehouses.
• Expert proficiency in Tableau or similar data visualization tools.
• Solid understanding of data management practices and data pipelines.
• Strong business acumen, collaboration and communication/presentation skills.
• Strong analytical capabilities, critical thinking and creative problem-solving skills.
• Attention to detail, organization, ability to multi-task and time management.
• Bachelor's in Computer Science, Data Analytics, Engineering, or related field; or equivalent professional experience demonstrating expertise in data analytics and reporting development.

Nice to have:

• Experience with Salesforce data integration and analytics.
• Knowledge of LivePerson or similar asynchronous messaging platforms.
• Understanding of Contact Centre operations and CCaaS concepts.
• Educational background in applied sciences (Math, Statistics).
• Canadian banking experience.
• Knowledge of RBC's Agile Management Framework (AMF).

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.

·         Ability to make a difference and lasting impact

·         Work in a dynamic, collaborative, progressive, and high-performing team

·         Opportunities to do challenging work

Job Skills

Actuarial Modeling, Analytical Thinking, Analytics, Big Data, Big Data Management, Business Insights, Commercial Acumen, Data Analysis, Data Analytics, Data Explorations, Data Mining, Data Modeling, Data Science, Data Visualization, Decision Making, Machine Learning (ML), Natural Language Processing (NLP), Predictive Analytics, Python (Programming Language)

Additional Job Details

MEADOWVALE BUSINESS PARK, 6880 FINANCIAL DR:MISSISSAUGAMississaugaCanada37.5Full timePERSONAL & COMMERCIAL BANKINGRegularSalaried2026-01-302026-02-14

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.

RBC is presently inviting candidates to apply for this existing vacancy. Applying to this posting allows you to express your interest in this current career opportunity at RBC. Qualified applicants may be contacted to review their resume in more detail.