Manager, Technology Service Group

Come Work with Us!

At RBC, our culture is deeply supportive and rich in opportunity and reward. You will help our clients thrive and our communities prosper, empowered by a spirit of shared purpose.

Whether you're helping clients find new opportunities, developing new technology, or providing expert advice to internal partners, you will be doing work that matters in the world, in an environment built on teamwork, service, responsibility, diversity, and integrity.

Job Title

Manager, Technology Service Group

Job Description

What is the opportunity?

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.

What will you do?

• 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.

What do you need to succeed?

Must-have

• 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-have

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

Job Summary

Address:

Minneapolis, Minnesota, United States of America

City:

USA-MN-MINNEAPOLIS

Country:

United States of America

Work hours/week:

40

Employment Type:

Full time

Platform:

Wealth Management

Job Type:

Regular

Pay Type:

Salaried

Posted Date:

2023-05-04

Application Deadline:

2023-05-12

Inclusion and Equal Opportunity Employment

At RBC, we embrace diversity and inclusion for innovation and growth. We are committed to building inclusive teams and an equitable workplace for our employees to bring their true selves to work. We are taking actions to tackle issues of inequity and systemic bias to support our diverse talent, clients and communities.

We also strive to provide an accessible candidate experience for our prospective employees with different abilities. Please let us know if you need any accommodations during the recruitment process.

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Expand your limits and create a new future together at RBC. Find out how we use our passion and drive to enhance the well-being of our clients and communities at rbc.com/careers.