Summary
Overview
Work History
Skills
Accomplishments
Awards
Community Involvement And Committees
Timeline
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Irene Livingston

Mississauga

Summary

Results-oriented professional with a proven ability to establish an operational mindset that drives performance improvements within functions while fostering collaboration with partners and stakeholders. Skilled in leveraging Agile Management Framework (AMF) principles to streamline processes, adapt to changing priorities, and deliver impactful solutions. Demonstrates flexibility to pivot when necessary while maintaining a strategic focus on continuous improvement and stakeholder alignment.

Overview

12
12
years of professional experience

Work History

Project Intake and Business Insights Manager

RBC
06.2023 - Current
  • Lead project intake processes, utilizing AMF principles to ensure clear, aligned, and agile workflows.
  • Engage stakeholders early to understand project needs and priorities, maintaining regular touchpoints for input and updates.
  • Utilize JIRA with a Kanban approach to track progress, adapt to changes, and ensure timely delivery of initiatives.
  • Develop and implement efficient project intake processes, fostering alignment and collaboration across teams.
  • Extract qualitative insights from call listening, enabling data-driven decision-making for stakeholders.
  • Prepare and deliver professional presentations, clearly communicating project data and insights.
  • Successfully implemented a new intake project approach, resulting in the team consistently meeting all deadlines for the past four months, demonstrating significant improvement in timeline adherence and project delivery.
  • Managed an email inbox for partner troubleshooting related to Tableau Dashboards, delegating tasks to team members or investigating and resolving issues personally before responding to partners.

Voice of Client Manager

RBC
01.2013 - 01.2023
  • Selected by the Cards Leadership Team for the Voice of Client Analytics (VOCA) Rotational Team based on exceptional performance.
  • Conducted active call listening and captured key insights using specialized speech technology.
  • Analyzed call data to support the Quarterly Business Report for Senior Business Strategists across seven lines of business within the Advice Centre.
  • Identified trends and patterns that contributed to cost savings, additional revenue, and enhanced client experience.
  • Developed new team members and frequently assisted in training, coaching, and mentoring five to twelve advisors on a rotational basis.
  • Created and updated job aids to support training and process consistency within the VOCA team.
  • Key Projects: Jarvis: Contributed to optimizing data management and reporting processes.
  • COE (Centre of Excellence): Enhanced stakeholder engagement and streamlined operations.
  • Rewards: Supported strategic initiatives to improve client experience and value.
  • Awards & Recognitions: Simplify Award (2019): Recognized for streamlining processes and driving operational efficiency.
  • Quarterly RBC Performance Winner: Acknowledged for consistently delivering high-impact results.

Skills

  • Agile Management Framework (AMF)
  • JIRA (Kanban)
  • Confluence
  • Tableau
  • SQL
  • Verint
  • Trino
  • Stakeholder Engagement
  • Collaboration
  • Process Improvement
  • Strategic Planning
  • Data Analysis
  • Qualitative Insights
  • Professional Presentation
  • Communication

Accomplishments

    - Jarvis: Contributed to optimizing data management and reporting processes.

    - COE (Centre of Excellence): Enhanced stakeholder engagement and streamlined operations.

    - Rewards: Supported strategic initiatives to improve client experience and value.

Awards

  • Simplify Award, 2019, Recognized for streamlining processes and driving operational efficiency.
  • Quarterly RBC Performance Winner, Acknowledged for consistently delivering high-impact results.

Community Involvement And Committees

  • Active member of the RBC Performance Committee, contributing to performance improvement initiatives and team engagement.
  • Participated in RBC Race for Kids and JDRF fundraising events, demonstrating commitment to community and corporate social responsibility.
  • Member of the RBC Social Committee, organizing team-building and community engagement activities.

Timeline

Project Intake and Business Insights Manager

RBC
06.2023 - Current

Voice of Client Manager

RBC
01.2013 - 01.2023

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Irene Livingston