Manager, Client Support Services
Royal Bank of Canada•Edina, MN
•$70,000 - $130,000•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
- competitive compensation
- flexible benefits
- 401(k) program with company-matching contributions
- health, dental, vision, life, disability insurance
- paid-time off
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What This Job Offers
Job Type
Full-time
Career Level
Manager
