Manager Application Resiliency - Document Management, Application Resiliency

What is the opportunity?

The Application Resiliency team, part of Tech Design & Resiliency, Operational Effectiveness, ensures resiliency by design for Personal and Commercial Banking processes, people, and technology. As the Manager Application Resiliency - Document Management, Application Resiliency, you will report to the Senior Manager, Application Resiliency - Document Management. You will oversee the Enterprise Content Manager (eCM) and Kofax/KTA applications, which supports Personal and Commercial Banking operations. Your role will focus on proactively managing and monitoring the eCM and KTA applications to enhance resiliency, minimize outages, and optimize system design and infrastructure.

What will you do?

Manager Application Resiliency Responsibilities:

• Work with application custodians to implement robust safety and soundness practices for change management, problem management, user acceptance testing (UAT), and post-implementation verification (PIV). (generally done late nights or early mornings or on the weekends)
• Focus on end-to-end business processes across Personal and Commercial Banking, balancing resiliency, efficiency, and user experience
• Act as a subject matter expert (SME), providing recommendations and direction for projects and initiatives
• Educate IT partners (L1 and L2) on business usage and impact
• Ensure that advanced notice and impact of any outages or system disruptions is provided to all stakeholders including Enablement teams across Advice center, and Operation center
• Restoration, remediation, and root cause analysis are completed in an acceptable and timely fashion
• Collaborate with IT to gather and challenge estimates
• Identify opportunities for process improvement, such as test automation
• Approve system access requests and fulfill Data Steward Delegate and Group Delegate responsibilities, adhering to segregation of duties principles and data management standards
• Use data, analytics, and reporting to enhance application resiliency and minimize incidents and outages

Incident and Issue Management:

• Represent the business and our clients during the investigation and resolution of major incidents for applications within your portfolio
• Work closely with IT and other Operations Partners as well as business stakeholders to ensure proper and timely handling of incidents
• Collaborate with stakeholders in the prioritization of major issues, & service requests
• Facilitate meetings to ensure quick resolutions, including planning and execution of remediation and solution validation activities

Manager Application Resiliency Responsibilities:

• Lead Agile ceremonies, including sprint planning, backlog refinement, daily standups, sprint reviews, and retrospectives
• Own and refine the product backlog, ensuring it aligns with customer needs (e.g., external customers, internal users)
• Collaborate with project managers, sponsors, and stakeholders to gather requirements for epics
• Create, refine, and accept user stories, ensuring the backlog always has sufficient ready items
• Maintain technical specifications and non-functional requirements for applications in your portfolio
• Ensure application records (e.g., IIPM, DOSA, GOSA) are accurate and up to date

What will you need to succeed? 

Must-have

• Excellent understanding and knowledge across Personal Banking & Commercial Banking lines of business (specifically document management) and business processes
• Ability to make decisions and recommendations in the context of the longer-term strategic objectives of RBC
• Experience with the Content Manager and Kofax/KTA applications
• Ability to generate reports using tools on the technology platform
• Strong leadership skills to define, influence, and guide technical direction
• Proven ability to manage issues, evaluate options, and execute decisions in a high-pressure environment
• Excellent presentation, communication, interpersonal, and negotiation skills
• Experience with projects involving complex technology integrations

Nice to have

• Knowledge of Agile and Waterfall methodologies
• Conflict resolution and escalation management skills
• Experience working in a team environment
• Familiarity with RBC systems and applications used in Personal and Commercial Banking

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 with a great and supportive team

Job Skills

Agile Product Development, Communication, Customer Service, Customer Success, Decision Making, Group Problem Solving, Leadership, Long Term Planning, Teamwork, Time Management

Additional Job Details

RBC WATERPARK PLACE, 88 QUEENS QUAY W:TORONTOTorontoCanada37.5Full timePERSONAL & COMMERCIAL BANKINGRegularSalaried2025-11-172025-12-02

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.