Fee Based Service Manager

What is the opportunity?

As Manager of the Fee Based Service team, lead a high-performing group while serving as the first level of escalation for quality and problem resolution. Work closely with the Senior Manager to operationalize process improvements, implement new initiatives, and drive efficiency gains through project work and strategic initiatives. Key responsibilities include maintaining established service level agreements with front office partners and ensuring the team delivers on departmental goals and objectives.

Throughout, balancing business needs with operational and credit risk mitigation is essential—all while enhancing the client experience.

• Delivers on superior client experience; focusing on doing what is best for our clients and the organization - making it Simpler, Faster, Better.
• Ensures department employees understand Fee Based Service operations and Wealth Management strategic goals and the key impact their team's day to day performance has on end-to-end service delivery and client satisfaction.
• Leads by example, demonstrates the Leadership Model behaviours consistently creating a positive and productive work environment on a daily basis.
• Leads focused efforts in establishing individual goals, leading performance enablement, supporting employee development, career coaching and rewarding strong performance.
• Recruits, retains, and motivates top talent to ensure business success and robust succession planning.
• Manages and works on Service Link and Seranova queues to meet SLAs and to optimize service delivery and team productivity.
• Actively participates in business planning with the Senior Manager, supporting Fee Based Service and business strategies.
• Leads work effort across the team to enable cross skilling, training and understanding the value and importance of continuous learning and an agile, flexible, and adaptable workforce.

• 3+ years of securities, banking, wealth management and/or advisory services industry experience
• 2+ years demonstrated and sound managerial experience leading and managing a team
• Hands-on experience with A+, Advisor, and PIM products
• Proven track record as an outstanding service representative with strong problem-solving abilities
• Ability to work effectively in situations involving rapid change, shifting priorities, and/or simultaneous demands
• Strong interpersonal, verbal and written communication skills, with an ability to work effectively with all levels of staff and management

• Experience managing SLAs and service queue management systems
• Background in process improvement and operational efficiency initiatives
• Knowledge of compliance, risk management, and regulatory requirements in wealth management
• Experience with project management and cross-functional collaboration

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 including bonuses and flexible benefits, competitive compensation, commissions, and 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.

Customer Service, Customer Service Management, Decision Making, Interpersonal Relationship Management, Investment Performance Measurement, Operational Delivery, Process Improvements, Risk Management, Time Management, Treasury Management

Address: 180 WELLINGTON ST W:

TORONTO

City: Toronto

Country: Canada

Work hours/week: 37.5

Employment Type: Full time

Platform: WEALTH MANAGEMENT

Job Type: Regular

Pay Type: Salaried

Posted Date:

Final date to receive applications:

Applications will be accepted until 11:59 PM on the day prior to the Final date to receive applications date above

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.