Career Opportunities: Manager Client Care

Position Purpose:

Provides management by leading the establishment and the achievement of team sales objectives and related activities, to achieve a superior client experience, optimal business retention, profitable growth and productivity. Develops RBC Financial Group and community relationships to capitalize on business opportunities. Provides ongoing coaching and development of staff, ensuring a high level of employee capability and engagement through focused sales management routines. This role also balances the rewards of meeting business objectives with the risk of loss to the client, employee and shareholder by following corporate compliance/policies to maintain risk exposure and to operate within a legal framework and in accordance with securities regulations. Leads and champions Customer Loyalty initiatives, ensuring a superior customer service experience.

In this role you will act as a first point of contact, greeting incoming customers and monitoring customer traffic to ensure wait times are kept to a minimum. You will contribute to the branch by meeting its sales objectives and related strategies by opportunity spotting customers needs and referring them to the appropriate co-worker (Account Manager or IRP role, etc.). The successful candidate will assist customers with their everyday banking needs (answer questions and inquiries), review and change service packages for personal banking customers, assist personal banking customers with their client cards, provide general information on RBC products and services.

**The successful candidate is expected to perform with a high level of on-the-floor retailing behaviors. This position will rely heavily on strong partnering between the front-line service professionals and sales professionals. So, prudent meaningful coaching will be required by the successful MCC in order to up skill and motivate their team to maximize opportunity spotting to lead the team to high closed sales/renewal through booked appointment numbers. This candidate must be flexible to coach and work from different areas throughout the branch.**

***The successful candidate must be flexible and available with schedule – the candidate must be willing to support all branch hours and days of operation as required***

Key Accountabilities:
1. Responsible for managing the unit operational effectiveness - both overall operations and standards.
2. Ensures compliance with risk management guidelines as per RBC policies and procedures.
3. Build and sustain staff relationships by providing meaningful and timely feedback (formal and informal), partnering with employees in identifying and working toward career goals and conducting routines, performance management and other processes as per RBC processes & folios.
4. Maintain personal accountability to individual learning & self-development.
5. Put clients first and ensure excellent customer service is delivered from the first time point of contact, and taking personal accountability for the resolution of customer concerns.
6. Contribute to the branch unit by meeting its sales objectives and related strategies, opportunity spotting customers’ needs and referring them to the appropriate co-worker (Account Manager or Investment Retirement Planner role, etc.)
7. Develop relationships with service partners and the local market to optimize business opportunities and referrals.

Responsibilities/Experience:
Knowledge/Accreditatio ns:
- Successful completion of Manager Client Care Training Program
- Possess exceptional customer service skills and the ability to discover and meet the client’s needs.

Experience:
- Minimum 2-3 years people management experience
- Good understanding and management of operational policies and guidelines (i.e. Cash, Anti-Money Laundering, etc)
- Proven understanding of sales and service cycle
- Proven success in a customer service role
- Proven organizational skills, the ability to compile paperwork in an orderly fashion
- A comprehensive background within the financial industry would be an asset

Skills/Competencies/Attributes:
- Proven leadership and people management skills
- Strong sales management capabilities
- Customer centric through proven customer loyalty initiatives/activities
- Self-motivated and strong interpersonal skills
- Great listening skills - the ability to accurately listen and understand; then respond appropriately when interacting with clients and co-workers is a definite asset.
- Ability to respond calmly and constructively when dealing with irate clients or when working in a stressful situation.
- Information-seeking skills - the ability to find out more and improve your understanding of a client’s situation or issue
- Multi-Tasking

Each role at RBC offers a variety of development opportunities that are critical to an individual's career growth. In this role, the successful candidate can expect to gain experience in interacting with clients and developing general product/client knowledge.
RBC offers a Total Rewards program including a competitive compensation along with an array of flexible benefit, work/life and career development programs, long term investment and retirement savings.


Diversity:
Diversity in the workplace, one of our shared values, lies at the heart of our rewarding, open, supportive and inclusive work environment. We respect and respond to the many competing and evolving priorities in our lives so you can focus on what you can do best – put clients first.