John Stevens Email & Phone Number

Toronto, On, Ca

Toronto, Ontario, Canada

Toronto, Canada Area

Driving the next-generation strategy & implementation of electronic document delivery that drives digital client engagement & millions in cost savings

Toronto, Canada Area

As part of the Automation & Process Digitization team, I am responsible for delivering end-to-end automation capabilities that transform how we serve our clients and enhance their overall experience. My primary focus is the execution of key innovation initiatives to digitally transform RBC to become a more agile and efficient organization. Daily, I collaborate with partners across Personal & Commercial Banking to deliver a seamless, digitized and differentiated client experience with the various tool we have on our automation product shelf ( eSignature, Document Generation, Workflow Automation, Content Management . My role is to act as the Automation Product Owner within various agile labs to ensure reusable horizontal capabilities are being created that can be leveraged across products, and championing best practices in how we work differently to deliver for the future.

Toronto, Canada Area

Mississauga, Ontario

• Responsible for the effective implementation & execution of Digital Strategy & Experience initiatives, processes, products, campaigns impacting Direct Investing, Dominion Securities, Wealth Management and RBC Royal Bank online technical support groups.• Responsible for the online banking technical support training program – Content delivery and on-going program maintenance.• Manages day to day inquiries/requests & maintains monthly/quarterly routines with Centres or partners • Contact Centre digital strategy subject matter expert :o Represents Contact Centre support channels(Online, mobile, inbound/ outbound phone, email & chat ) in the process & procedures development and business implementation. • Responsible for organizing & managing Online Services Community of Practice Calls – establish agendas; engage team; ensuring calls are good use of time – information sharing; best practices; round table – ensuring ongoing forward view of value.• Responsible for establishing and maintaining relationships with key partners - Digital Strategy & Experience, Online Banking Team Managers; Workforce Management; Sales Effectiveness Advisors; Business Performance Analysts; Procedure Analysts.• Responsible for monthly call quality monitoring o – keeping current on issues or concerns raised by clients or business and identifying ways to improve/enhance business effectiveness/client experience, builds action plans to close gaps.Understands & ensures the appropriate planning of the impact of business initiatives on key performance metrics and engages appropriate partners to mitigate impact (Sales Effectiveness, Business performance & Workforce management).

Toronto, Canada Area

• Remote Management 10 direct reports across in four sites (Moncton, Montreal, Toronto, Vancouver)• Responsible for setting the Knowledge Management Strategy for RBC Contact Centres, • Responsible for creation and documentation 14,000+ policies and operating procedures for RBC Contact Centres in 25 different business groups • Ensuring operating procedures alignment with RBC folio and policy documentation.• Site Ownership for 5 Contact Centre bilingual intranet websites• Co-development of the Contact centre specific search and business filters• Promoting with use of the RBC Search (GSA -google search appliance) to increase the access to information within Royal Direct, Expert Advice Centre and the Branch environment.• Managed the staff feedback program and developed a new submission form to increase idea quality and improve criticality ranking and service level completion• Managed the Contact Centres Quick Wins program and developed a new tracking & submission form.

Business Technology, Marketing, Dean'S List- Honours

Bba, Business Administration And Management, General