Manager, Technology Service Group

Royal Bank of Canada•Minneapolis, MN

3d•Onsite

About The Position

The primary purpose for this position is to manage and oversee a field-service division within Field and Client Support Services, which involves managing the day-to-day functions and staff, and providing oversight to the resources supporting the field. This role will train and coach associates, and provide the resources needed for them to successfully support the field. The position will need to interface with various product groups, operations, and technology as well as various other areas of US Wealth Management and the broader enterprise. In addition, this individual will ensure that data is accurate and current, maintain metrics on various omnichannel interactions, and analyze trends of customer service data.

Requirements

4-year degree from an accredited university or equivalent work experience
Demonstrated ability to mentor and provide clear work direction to others
Effective problem identification, analytical and resolution skills required to support escalated issue resolution and/or oversight requirements

Nice To Haves

Prior experience in managing/supervising employees
5+ years of business experience/financial services experience

Responsibilities

Manage the operation of the Technical Service Group team, including team members, systems, and service levels.
Employ proper queue management by analyzing data within your team
Collaborate with other teams and departments to help leverage resources to drive further success within your department and other service teams
Bring forward and implement appropriate changes as needed to make your team more efficient and to enhance growth
Support the RBC US Wealth Management service standards/strategy
Be aware of all new initiatives that may affect an increase in demand and support from field. Make any adjustments to team structure as necessary.
Advocate for the field perspective in technology rollouts and development of systems and programs.
Participate in escalations from the field.
Create and analyze call volume reports for internal management review, ensuring the team is meeting established service levels.
Conduct business oversight to ensure adherence to department procedures, risks are mitigated, and regulatory requirements are met.

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
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