Manager, Learning & Advisor Enablement

RBC•Toronto, ON

1d•Onsite

About The Position

Reporting to the Senior Manager, Employee Learning Delivery, the Manager, Learning & Advisor Enablement is responsible to manage, plan, co-ordinate and facilitate all activities surrounding the training and coaching of new and existing clients that have subscribed to the RBC Express platform. This position is also responsible for the training and skill set development of the Client Support Advisors; providing coaching, direction and motivation to the Client Support Advisors to enable them to deliver exceptional client experience. Participates as part of the broader Cash Management Operations team to deliver collective business results.

Requirements

2-4 years of relevant experience
Knowledge of Cash Management suite of products
Client focus mindset
Strong interpersonal and communication skills
Proactive and self-driven, creative and strategic thinker

Nice To Haves

Bilingual (English/French)
Training & Coaching experience
Ability to train and coach others
Ability to facilitate learning and development activities
Ability to be embrace environment of continuous learning
Ability to work collaboratively within a team environment
Ability to liaise with internal partners

Responsibilities

Manage, plan, co-ordinate and facilitate all activities surrounding the training of new and existing clients that have subscribed to the RBC Express platform
Create and maintain the educational content required to accurately and effectively service clients (videos, job aids, training materials, procedures, workshops).
Coach and train the client support advisors to deliver an efficient and effective client experience with a strong focus on soft skills and self-development, ensuring they meet client needs.
Develop relationships with service partners (i.e. Client Support Management Team) to ensure efficient education of team and optimal client satisfaction.
Take action to proactively enhance our training curriculum and procedures, prioritize needs, and communicate to enhance client experience.
Purposefully plan and execute training and coaching sessions with team.
Drive effectiveness of new content and procedures through different communication channels and reinforcement methods.
Build capabilities of new and existing advisors through regular observational coaching, skill building; capturing details of planned activities, follow-up and outcomes in Coaching Log.

Benefits

Bonuses
Flexible benefits
Competitive compensation
Commissions
Stock where applicable
Leaders who support your development through coaching and managing opportunities
A world-class training program in financial services
Flexible work/life balance options
Opportunities to do challenging work
Opportunities to take on progressively greater accountabilities
Opportunities to building close relationships with clients
Access to a variety of job opportunities across business and geographies