Manager, Operations II – Account Administration and Billing

1 month ago

Minneapolis, Minnesota, United States Royal Bank of Canada Full time

Job Summary

Job Description

What is the opportunity?

Join RBC Wealth Management, a 2021 Minneapolis/St. Paul Business Journal "Top Place to Work", and shape RBC's future RBC US WM Operations is a fun, energetic team whose goal is to provide excellent customer service for our clients, work towards dynamic goals to help support our organization's growth strategy, all while ensuring safety and soundness through robust risk management practices.

Provide supervisory guidance and personnel support for the IAO Account Administration and Billing. Provide training, coaching, development, process improvement, and problem solving to personnel in one or more areas. Provides team members with direction, setting expectations, giving instructions and support on how to answer complex or difficult inquiries ensuring prompt, satisfactory resolution of customer inquiries, problems, issues or errors. Handle escalated issues for the department and provide risk oversight. Partner with the branch offices and other business lines to solve problems and improve processes. Work with department senior manager to meet departmental work objectives. Work with employees in Operations, business lines, and other support areas on projects related to their department.

What will you do?

  • Hire, onboard, and train new team members.
  • Supervise and direct time sensitive, complex and/or highly specialized daily workflows to ensure department service levels are met.
  • Provide training, coaching, recognition, and development for the team members, fostering teamwork and planning for succession.
  • Address escalated questions independently; seeking assistance from Senior Manager or other Operations resources as appropriate.
  • Conduct operations process oversight on complex exception-based and/or highly specialized processes to ensure adherence to department procedures, risks are mitigated, and regulatory requirements are met.
  • Provide support with department volume metrics, staffing models, financial forecasts, audit requests, and budgets as required.
  • Reduce risk, increase efficiencies, or enrich customer service by suggesting process changes and/or system modifications.
  • Develop and maintain department procedures and Written Supervisory Procedures (WSP's) as well as perform oversight.

What do you need to succeed?

Must-have

  • 4-year degree from an accredited university or equivalent or High school diploma or equivalent AND 5+ years of securities, banking, technology and/or job specific industry experience
  • 3+ years prior securities, banking, technology and/or job specific related industry experience
  • Securities license 7 or 99 (or able to obtain license within 120 days)
  • 2+ years demonstrated and sound managerial experience leading and managing a team
  • Previous billing and/or advisory experience expertise
  • Strong accountability mindset which takes responsibility for all work activities and personal actions.
  • Ability to recognize employee's successes and development opportunities and coach employees through challenges.

Nice-to-have

  • Fully proficient with MS Office (Word, Excel, PowerPoint, and Outlook)
  • Strong interpersonal, verbal, and written communication skills, with an ability to work effectively with all levels of staff and management.
  • Previous experience with advisory business and billing
  • Advanced problem identification, analytical and resolution skills required to support escalated issue resolution and/or oversight requirements associated with exception-based complex processes.

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 Skills

Customer Service, Customer Service Management, Decision Making, Interpersonal Relationship Management, Investment Performance Measurement, Operational Delivery, Process Improvements, Risk Management, Time Management, Treasury Management

Additional Job Details

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

Posted Date:

Application Deadline:

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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