Job Description Are you a strategic leader with a passion for developing client experience? Join our team as the Team Manager Client Support, reporting to the Manager CMO Client services. In this role you will be responsible for providing leadership, managing the learning, coaching and career development of the CMO helpdesk advisors. You will work hand in hand with the other team managers and the CMO Helpdesk leadership team and stakeholders to enable advisors deliver exceptional client experience. What will you do? Lead a team of advisors responsible for providing first-level client support for RBC’s suite of Cash Management products and services. Provide day to day behavior and product knowledge support to advisors and work collaboratively with other team managers, coaches, training team and CMO Leadership team. Promotes an environment of open, two-way communication, fostering group support and teamwork through leadership and personal examples. Streamline and manage centralized processes while identifying opportunities for improvements. Overseeing ongoing monitoring and control of day-to-day SLA, client survey review and advisor CPH review to ensure team is meeting appropriate metrics. Escalate client concerns to appropriate channels within CMO, in a timely manner while keeping stakeholders informed of next steps. Will ensure our Key Performance Indicators are met by complying with all SLAs as established by the business. Adhere to Escalations protocols when required to minimize/avoid negative client impact/experience. Resolve client concerns/escalations as needed in a timely manner. Participate in creating/maintaining a positive team environment where team members give each other support and promote good morale and cooperation. Responsible for ongoing personal and career development of advisors and promoting a culture of collaboration. Foster an environment of trust and support for the advisors and peers alike. All responsibilities will be conducted in accordance with the RBC Code of Conduct, RBC Values, and Our Leadership Model and ensuring adherence to Privacy principles. Must Have Minimum 5 years of operational experience in the financial industry Strong leadership capabilities and ability to create a climate of trust. Strong interpersonal, communication skills and highly adaptable to change. Proven ability to handle stress and lead by example. Demonstrate excellent communication, listening, people skills and excellent decision-making skills. Ability to multi-task and prioritize competing requirements. Nice to Have In-depth knowledge of RBC Cash Management products and services Bi-lingual, can speak English and French 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 LI - Post Job Skills Adaptability, Business Performance Management, Business Process Design, Customer Service, Decision Making, Detail-Oriented, Group Problem Solving, Interpersonal Relationship Management, Time Management Additional Job Details Address: 180 WELLINGTON ST W:TORONTO City: Toronto Country: Canada Work hours/week: 37.5 Employment Type: Full time Platform: TECHNOLOGY AND OPERATIONS Job Type: Regular Pay Type: Salaried Posted Date: 2025-10-09 Application Deadline: 2025-10-24 Note: Applications will be accepted until 11:59 PM on the day prior to the application deadline date above Inclusion and Equal Opportunity Employment At RBC, we believe an inclusive workplace that has diverse perspectives is core to our continued growth as one of the largest and most successful banks in the world. Maintaining a workplace where our employees feel supported to perform at their best, effectively collaborate, drive innovation, and grow professionally helps to bring our Purpose to life and create value for our clients and communities. RBC strives to deliver this through policies and programs intended to foster a workplace based on respect, belonging and opportunity for all. Join our Talent Community Stay in-the-know about great career opportunities at RBC. Sign up and get customized info on our latest jobs, career tips and Recruitment events that matter to you. 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 jobs.rbc.com. Royal Bank of Canada is a global financial institution with a purpose-driven, principles-led approach to delivering leading performance. Our success comes from the 84,000+ employees who bring our vision, values and strategy to life so we can help our clients thrive and communities prosper. As Canada’s biggest bank, and one of the largest in the world based on market capitalization, we have a diversified business model with a focus on innovation and providing exceptional experiences to more than 16 million clients in Canada, the U.S. and 34 other countries. Learn more at rbc.com. We are proud to support a broad range of community initiatives through donations, community investments and employee volunteer activities. See how at rbc.com/community-social-impact.
