Manager, Client Support Services

Field And Client Support Services Manager

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.

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

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

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.

Active Learning, Adaptability, Communication, Customer Service, Decision Making, Group Problem Solving, Interpersonal Relationship Management, Operational Delivery, Product Services, Time Management

Address: 250 NICOLLET MALL:MINNEAPOLIS

City: Minneapolis

Country: United States of America

Work hours/week: 40

Employment Type: Full time

Platform: WEALTH MANAGEMENT

Job Type: Regular

Pay Type: Salaried