What is the opportunity?

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.

What Will You Do?

• 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

What Do You Need to Succeed?

Must-Have

• 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-Have

• 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

What’s in it for you?

We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to help our clients thrive and communities prosper. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.

• A comprehensive Total Rewards Program include competitive compensation and flexible benefits, such as 401(k) program with company-matching contributions, health, dental, vision, life, disability insurance, and paid-time off.
• 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.
• Opportunities to do challenging work.
• Opportunities to build close relationships with clients.

The expected salary range for this particular position is $70,000-$130,000 depending on your experience, skills, and registration status, market conditions and business needs.

You have the potential to earn more through RBC’s discretionary variable compensation program which gives you an opportunity to increase your total compensation, provided the business meets its performance targets and you meet your individual goals.

RBC’s compensation philosophy and principles recognize the importance of a highly qualified global workforce and plays a critical role in attracting, engaging and retaining talent that:

• Drives RBC’s high-performance culture
• Enables collective achievement of our strategic goals
• Generates sustainable shareholder returns and above market shareholder value

Job Skills

Additional Job Details

Note: Applications will be accepted until 11:59 PM on the day prior to the application deadline date above

Our Employment Opportunities

At RBC, we are guided by living shared values of Client First, Integrity, Collaboration, Respect and Excellence and winning together as One RBC. We believe an inclusive workplace that has diverse perspectives is core to our continued growth as one of the largest and most successful banks in the world. Maintaining a workplace where our employees feel supported to perform at their best, effectively collaborate, drive innovation, and grow professionally helps to bring our Purpose to life and create value for our clients and communities. RBC strives to deliver this through policies and programs intended to foster a workplace based on respect, belonging and opportunity for all.

RBC is presently inviting candidates to apply for this existing vacancy. Applying to this posting allows you to express your interest in this current career opportunity at RBC. Qualified applicants may be contacted to review their resume in more detail.