Strategic Client Experience Manager

5 days ago


Raleigh, North Carolina, United States RBC Capital Markets, LLC Full time
Job Summary

At RBC Capital Markets, LLC, we are seeking a highly skilled Strategic Client Experience Manager to join our team. This is a unique opportunity to make a significant impact on our client experience program.

Key Responsibilities
  • Design and implement a comprehensive client complaints program that aligns with regulatory requirements and enterprise standards.
  • Provide oversight of remediation and action plans for client complaints, ensuring timely and effective resolution.
  • Chair the Complaint Management Working Group to drive process improvements and reduce reputational risk.
  • Collaborate with stakeholders to implement process improvements and strengthen the client experience.
  • Represent RBC Capital Markets, LLC at senior management level to auditors and regulators.
Requirements
  • Minimum 10 years' experience in client care, advice center operations, or project execution.
  • Bachelor's degree or equivalent work experience.
  • Expertise working with regulators, such as the Office of the Comptroller Currency (OCC).
  • Experience in owning an MRA related to complaints.
What We Offer
  • A comprehensive Total Rewards Program, including competitive compensation and flexible benefits.
  • Continued opportunities for career advancement.
  • World-class sales training, coaching, and development opportunities.
  • A dynamic, collaborative, and high-performing team.
About RBC Capital Markets, LLC

We are committed to building inclusive teams and an equitable workplace for our employees to bring their true selves to work. We strive to provide an accessible candidate experience for our prospective employees with different abilities.


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