Job Description

What is the opportunity?

The Client Services Operations Manager supports the overall RBC Purpose of helping clients thrive & communities prosper and enhances the overall client experience by providing leadership to the Living Benefits and Conversion/Exchange Client Services Team.

What will you do?

•Reinforce a client first culture within the team by establishing team goals and driving performance management.  Ensure team meets or exceeds their team metric goals (i.e. productivity and SLA targets) and quality processing goal.

•Develop team members by ensuring biweekly coaching and helping them develop their skills and build knowledge both in their role and in preparation for future career opportunities.

•Build, establish and collaborate with key partners to provide input and recommendations for process improvements

•Track and follow escalations and client complaints until resolution providing effective and timely communications to stakeholders

•Accept and successfully execute change while supporting employees through the process, and keeping them focused on business priorities and RBC strategy.

What will you need to succeed?

Must have

•5 years of insurance experience in a high volume customer service environment.

•Experience in leading and motivating others

•Excellent time management, organizational skills and ability to manage workload to meet deadlines

•Excellent communication skills (written & verbal)

•Strong attention to detail

Nice to have

•Bilingual in English and French is an asset

•Strong working knowledge of our administration systems (including Ingenium, Pasport, Bedrock, Broker and Career Capsil and ancillary applications)

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 Total Rewards program that includes flexible benefits, work/life balance and career development programs and investment and retirement savings plans

•Competitive pay and high-earning potential

•All the tools, training, and team support you need to grow your business and career

•Flexible work/life balance options

• RBCI software tools to boost your productivity

RBC is an organization that succeeds by bringing out the best in its people. You’ll be part of a supportive, inclusive team that shares common values – including a fundamental respect for each other. At the heart of this is a commitment to diversity. RBC respects and responds to the many competing and evolving priorities in our lives – so you can focus on what you can do best – putting clients first.

Job Skills

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

Additional Job Details

Address:

MEADOWVALE BUSINESS PARK, 6880 FINANCIAL DR:MISSISSAUGA

City:

Mississauga

Country:

Canada

Work hours/week:

37.5

Employment Type:

Full time

Platform:

INSURANCE

Job Type:

Regular

Pay Type:

Salaried

Posted Date:

2025-08-11

Application Deadline:

2025-08-26

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.

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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.