Senior Product Manager, Advice Centre Authentication (Winnipeg)

What is the Opportunity?

At RBC, we are redefining how clients interact with us across all channels. As the Product Owner of the Advice Center Authentication, you will lead the execution of RBC’s authentication strategy delivering secure, seamless, and consistent experiences across all channels; over the phone, in digital, and in person.

This role sits at the intersection of client experience, technology, and risk. You will play a critical role in protecting our clients and advisors, developing fraud controls, and enabling frictionless access to RBC services.

You will report to the Director, IVR Platforms, within the AC Platforms team under the AI, Conversational Banking & Advisor Platform (AICBAP) group.

Please Note: From time to time, there may be a need to support overnight technical implementations during deployment windows and support ad hoc product outages and issues.

The successful applicant will need to work primarily from Waterpark Place but will spend one day a week at Meadowvale location.

What Will You Do?

• Product Manager/Product Owner the Advice Centre Authentication Product suite including: 3‑digit telephone banking Secret Access Code, Personal Verification Questions using Conversational Voice/Natural Language, Voice Biometrics, FRAME, and IVR Multi‑Factor Authentication.
• Develop and execute the Authentication Strategy. Translate strategic priorities into a clear product roadmap and backlog, driving delivery across Advice Center channels, ensuring a unified authentication experience across all client and advisor touchpoints over the phone, on digital devices or in person, aligned to Distribution Strategy.
• Lead the planning and prioritization of the annual enhancement plan, including creating initiatives business case and monitoring advantages realization post‑implementation, managing monthly and quarterly forecast updates (MIS/Planview) with Finance and Technology partners and prioritization of initiatives and backlog in collaboration with LOB product owners and Advice Centre leads.
• Analyze and monitor channel performance to identify trends and develop actionable recommendations for optimizing strategies and product roadmap enhancements and customer experiences aligned to the IVR Client Experience strategy and broader Distribution Strategy imperatives.
• Partner with AICBAP Product Owners, Digital, Technology, Fraud Management, Risk, Compliance, and Advice Centre teams to deliver integrated, enterprise solutions and to deliver product roadmap.
• Work closely with AC National Office enablement to update policies and procedures, develop training materials and rollout plans to over 10,000 advisors.
• Identify and deliver opportunities to streamline authentication journeys, and improve operational efficiency.
• Develop and lead all Fraud related strategic initiatives aimed at awareness, prevention and remediation when required.
• Establish and track KPIs such as authentication success rates, fraud reduction, and channel containment; continuously improve based on insights.
• Develop forward looking strategy based on current and emerging trends in Canada (and globally), including customer expectations, competitive landscape, technology innovations for digital banking, telephone banking and IVRs.
• Ensure voice‑channel compliance with relevant banking regulations, privacy, security, and accessibility standards.

What do you need to succeed?

• 5‑7 years of relevant or similar experience
• Proven experience in Product Management
• Strong Project Management skills
• Strong business acumen, analytical and problem‑solving skills
• Strong technical ability with PowerPoint, Excel and Word
• Strong written and oral communication skills, interpersonal skills, and ability to develop strong relationships at every level of the organization
• Comfortable working in ambiguous situations and across different lines of business and cross‑functionally
• Undergraduate Degree

Nice to Have

• RBC Organizational Awareness
• RBC Digital Product Management, Interactive Voice Assistant (IVR) Voice Platform or related systems preferred
• Experience in Relationship Management or Vendor Management
• Bilingual in French
• Experience working in Agile delivery environments

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

• Business Case Design
• Communication
• Critical Thinking
• Effectiveness Measurement
• Financial Regulation
• Interpersonal Relationship Management
• Product Development Lifecycle
• Product Development Methodology
• Product Services
• Results‑Oriented
• Waterfall Model