Performance and Capacity Management Consultant

Job title: Performance and Capacity Management Consultant

Job description: What is the opportunity?
The Performance and Capacity Management Consultant is responsible for advanced analytics and implementation support and guidance through the introduction of workforce management practices into “Back Office” operations. In partnership with our Business Unit Partners, this role will also assist with sustaining common workforce management tasks (reporting, identifying trends, preparing presentations, training specific to WFM tools and capabilities, capacity planning, etc) to all areas within the RBC CB Operations Back Office. The role requires the individual to work independently and to effectively work in teams, with a high level of initiative and motivation to ensure that CPO deliverables are met.

What will you do?

• Gather and document information from business users regarding their reporting and analytical requirements.
• Develop reports and dashboards using WFM tools or other Reporting applications
• Analyzes trends and changes in client demand and applies current systems or processes.
• Provide in-depth insights, where required, for root-cause analysis and historical trending.
• Liaise with operations and technology partners to promote the development and implementation of CPO, reports and best practices.
• Responsible for managing RBC CB Operations stakeholder relationships and business growth.
• Collaborates with colleagues across the organization to get things done.
• Develop employees and carry out management and performance routines.
• Contribute to overall W&PM strategy.

What do you need to succeed?
Must-have

• Proven WFM background coupled with a client first orientation aligned to strategic client and employee value propositions.
• Strong and demonstrated Facilitation and Problem Management capabilities
• Strong technical knowledge of WFM source systems e.g. Verint, Aspect, Symposium, eWFM etc.
• Strong knowledge of WFM processes and procedures to facilitate liaison with business partners
• Advanced Excel and PowerPoint
• Analytic modeling capability
• RBC HR philosophy, principles, direction, policies & guidelines
• Performance Enablement processes

Nice-to-have * Knowledge of Performance Management and Capacity Planning/Workforce Management (WFM) in a Back Office environment)

• Preferably MBA, or MA in Math, Statistics, Economics, Operations Research.
• Experience with large-scale organizational change
• Identify and respect diverse frames of reference

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.
– Fair compensation
– Ability to make a difference and lasting impact
– Work in a safe, secure and positive work environment
– Work with a great and supportive team

Diversity and Equal Opportunity Employment:
RBC is an equal opportunity employer committed to diversity and inclusion. We are pleased to consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veterans status or any other legally-protected factors.

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JOB SUMMARY
City: Toronto
Address: 88 Queen’s Quay W.
Work Hours/Week: 37.5
Work Environment: Office
Employment Type: Permanent
Career Level: Experienced Hire/Professional
Pay Type: Salaried
Required Travel: 0-25
Exempt/Non-Exempt: N/A
People Manager: Yes
Job Posting End Date: 11/18/2021
Req ID: 428948

Posting Notes:

Company: Royal Bank of Canada

Expected salary:

Location: Toronto, ON

Job date: Sat, 06 Nov 2021 02:57:47 GMT

Job Source: Careerjet.ca

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