Manager - AOS COE

RBC • Minneapolis, MN

1d • $70,000 - $130,000 • Onsite

About The Position

The Manager - AOS COE is a position within the Account Onboarding and Servicing Center of Excellence (AOS COE). This role is strategically important to RBC’s production support operations, serving as a key resource for the account opening process, field support coordination, audit capabilities, and operational analysis. The successful candidate will work cross-functionally with multiple stakeholders to ensure smooth operations, resolve production issues efficiently, and support continuous improvement initiatives.

Requirements

• 3+ years of experience managing production support or client-facing operations for onboarding applications or similar systems
• 3+ years of people management experience, including hiring, coaching, and performance management
• Domain expertise in wealth management and account onboarding/servicing
• Proficiency with Salesforce case management and reporting
• Strong operational and process management skills
• Ability to analyze trends, identify patterns, and translate them into actionable insights
• Excellent communication skills with ability to communicate effectively across technical and non-technical stakeholders

Nice To Haves

• Experience in financial services production support environments
• Knowledge of data validation controls and compliance requirements
• Demonstrated experience with SLA management and performance metrics
• Familiarity with contractor management and team scaling
• Background in incident management and root cause analysis
• Experience with process improvement methodologies

Responsibilities

• Manage production support tickets and issues related to the account opening process.
• Perform triage and severity assessment of production issues to prioritize resources and ensure timely resolution.
• Coordinate and provide troubleshooting support to field teams using the account opening systems.
• Assist in resolving operational challenges and ensuring field teams have the resources needed to succeed.
• Assist in preparation and maintenance of audit documentation.
• Support compliance requirements and ensure processes align with regulatory standards and RBC policies.
• Support and coordinate testing activities in production and lower environments.
• Assist in planning test scenarios, executing tests, and documenting results to ensure system quality and readiness.
• Provide expertise and support for the StartingPoint account opening process.
• Identify bottlenecks, inefficiencies, and areas for improvement in the process flow.
• Conduct detailed analysis of operational issues and system problems.
• Develop solutions and recommendations to improve efficiency, reduce downtime, and optimize resource utilization.
• Work collaboratively with stakeholders across production support, field operations, technology teams, audit, and compliance to align on priorities and drive initiatives forward.
• Document processes, create standard operating procedures (SOPs), and identify opportunities for continuous improvement in operational workflows.

Benefits

• bonuses
• flexible benefits
• competitive compensation
• commissions
• 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
• A world-class training program in financial services
• Flexible work/life balance options
• Opportunities to do challenging work
• 401(k) program with company-matching contributions
• health, dental, vision, life and disability insurance
• paid time-off plan

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed