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About the Role

As Manager of the Fee Based Service team, you will lead a high-performing group, serve as the first level of escalation for quality and problem resolution, and work closely with the Senior Manager to operationalize process improvements, implement new initiatives, and drive efficiency gains. You will maintain established service level agreements with front office partners, ensure the team delivers on departmental goals, and balance business needs with operational and credit risk mitigation while enhancing the client experience.

Responsibilities

Delivers on superior client experience; focusing on doing what is best for our clients and the organization - making it Simpler, Faster, Better.
Ensures department employees understand Fee Based Service operations and Wealth Management strategic goals and the key impact their team's day to day performance has on end-to-end service delivery and client satisfaction.
Leads by example, demonstrates the Leadership Model behaviours consistently creating a positive and productive work environment on a daily basis.
Leads focused efforts in establishing individual goals, leading performance enablement, supporting employee development, career coaching and rewarding strong performance.
Recruits, retains, and motivates top talent to ensure business success and robust succession planning.
Manages and works on ServiceLink and Seranova queues to meet SLAs and to optimize service delivery and team productivity.
Actively participates in business planning with the Senior Manager, supporting Fee Based Service and business strategies.
Leads work effort across the team to enable cross skilling, training and understanding the value and importance of continuous learning and an agile, flexible, and adaptable workforce.

Requirements

3+ years of securities, banking, wealth management and/or advisory services industry experience
2+ years demonstrated and sound managerial experience leading and managing a team
Hands-on experience with A+, Advisor, and PIM products
Proven track record as an outstanding service representative with strong problem-solving abilities
Ability to work effectively in situations involving rapid change, shifting priorities, and/or simultaneous demands
Strong interpersonal, verbal and written communication skills, with an ability to work effectively with all levels of staff and management
Experience managing SLAs and service queue management systems
Background in process improvement and operational efficiency initiatives
Knowledge of compliance, risk management, and regulatory requirements in wealth management
Experience with project management and cross-functional collaboration

Skills

Customer Service
Customer Service Management
Decision Making
Interpersonal Relationship Management
Investment Performance Measurement
Operational Delivery
Process Improvements
Risk Management
Time Management
Treasury Management

Location

180 WELLINGTON ST W:TORONTO
Toronto
Canada

Work Type

Full time

Benefits

A comprehensive Total Rewards Program including bonuses and flexible benefits, competitive compensation, commissions, and stock where applicable.
Leaders who support your development through coaching and managing opportunities
Ability to make a difference and lasting impact.
Work in a dynamic, collaborative, progressive, and high-performing team.
Flexible work/life balance options.
Opportunities to do challenging work.
Opportunities to take on progressively greater accountabilities.
Access to a variety of job opportunities across business.

About the Company

At RBC, we are guided by living shared values of Client First, Integrity, Collaboration, Respect and Excellence and winning together as One 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.
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RBC is presently inviting candidates to apply for this existing vacancy. Applying to this posting allows you to express your interest in this current career opportunity at RBC. Qualified applicants may be contacted to review their resume in more detail.