Manager, Learning & Advisor Enablement

Job Description

What is the opportunity?

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.

What will you do?

• 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.

What do you need to succeed?

Must-have:

• 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

Other:

• 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

Nice-to-have:

• Bilingual (English/French)
• Training & Coaching experience

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 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
• 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
• The successful candidate will need to establish and maintain productive working relationships with Advisors and individuals at all levels, both internally and externally

Job Skills

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

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