Manager, Technology Service Group

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

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

Active Learning, Adaptab