Manager, Client Support Services
Royal Bank of Canada•Minneapolis, MN
•Onsite
About The Position
Lead and manage a dynamic team within Field & Client Support Services (FCSS). This position offers the opportunity to drive operational excellence, develop high-performing team members, and serve as a critical bridge between field professionals, clients, and enterprise-wide initiatives. You'll handle escalated customer service issues, optimize team performance through data analysis and coaching, and directly influence process improvements across a fast-paced organization while interfacing with senior leadership and cross-functional partners.
Requirements
- 4-year degree from an accredited university or equivalent
- 5+ years of progressive business and financial services experience
- 1+ year of securities, banking, technology, or job-specific industry experience
- Series 99 securities license
- Demonstrated ability to effectively train, lead, and provide clear work direction to others
Nice To Haves
- Prior experience managing or supervising employees
- Strong presentation and training skills
- Working knowledge of RBC USWM solutions, technical and business processes
- Experience with wealth management business processes and technical systems
Responsibilities
- Manage day-to-day team operations, including team members, systems, and service levels to ensure quality client and field support
- Hire, train, and coach team members through onboarding, call reviews, real-time feedback, and recognition programs
- Handle escalated customer service issues from your team; serve as second-level call escalation point and first-level personnel escalations
- Analyze queue data and omnichannel metrics to identify trends, optimize staffing, and ensure MAGIC and service level targets are achieved
- Review knowledge libraries, case documentation, and escalation processes for accuracy, consistency, and regulatory compliance
- Advocate for field and client perspectives in development of systems and programs; serve as departmental point person on firm-wide initiatives
- Provide evening and weekend backup coverage as needed to support operational continuity and staffing requirements
- Collaborate with product, operations, technology, and USWM departments on cross-functional projects and process improvements
Benefits
- 401(k) program with company-matching contributions
- health, dental, vision, life, disability insurance
- paid-time off
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
Upload and Match Resume
What This Job Offers
Job Type
Full-time
Career Level
Manager
