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.

What's 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. You’ll 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 Management

Additional Job Details

MEADOWVALE BUSINESS PARK, 6880 FINANCIAL DR:MISSISSAUGAMISSISSAUGACanada37.5Full timeINSURANCEContract (Fixed Term)Salaried2025-06-262025-07-12

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.