Senior Manager, Proactive Advice Culture and Client Advice Experience

RBC; Mississauga; On-site; CAD 100,000 - 125,000; Full time

Job summary

A leading financial institution in Mississauga is looking for a Senior Manager to develop and deliver the PAC Program. The role involves creating training content, facilitating workshops, and promoting a customer-first strategy within the Insurance sector. Ideal candidates have experience in coaching and enhancing client interactions while supporting internal and external PAC strategies.

Qualifications

• Experience in developing and delivering training programs for Insurance Professionals.
• Ability to integrate PAC culture into client interactions.
• Skilled in evaluating submissions and analyzing reports.

Responsibilities

• Support and implement PAC Internal Strategy for scalability.
• Create content for training programs and ensure accuracy.
• Facilitate PAC sessions in person and virtually.
• Build PAC learning curriculums aligned with regulatory guidelines.
• Promote advice-based selling to enhance client experience.

Skills

Coaching

Collaboration

Customer experience

Design thinking

Facilitation

Interpersonal relationships

Performance management

Sales

Training programs

Job description

Job Summary

Job Description

The Senior Manager, Proactive Advice Culture (PAC) and Client Advice Experience (CAE), serves as a PAC Ambassador and Champion. This role is responsible for developing and delivering the PAC Program through content curation, presentation materials, and skills training for Insurance Professionals across RBC, RBCI, and externally within the Insurance Industry.

Key responsibilities include:

• Supporting and implementing the PAC Internal Strategy to enhance scalability and sustainability within RBC Insurance.
• Embedding the PAC culture across RBC Insurance, ensuring the six tenants of PAC are integrated into all client interactions.
• Leading by example as a PAC Champion, demonstrating expertise and setting standards for others.
• Creating content for training programs, job aids, scripting, and ensuring content accuracy through collaboration with stakeholders.
• Understanding various roles across S&D, including proprietary and non-proprietary channels.
• Facilitating, training, and presenting PAC sessions both in person and virtually.
• Building PAC learning curriculums aligned with regulatory guidelines such as the Fair Treatment of Consumers.
• Supporting PAC Certification programs by evaluating submissions, analyzing reports, and implementing strategies to meet OKRs.
• Serving as a subject matter expert and partner for PAC and CAE within S&D Enablement and Head Office departments.
• Promoting advice-based selling to support the client-first strategy and enhance client experience.
• Coordinating all PAC onboarding and ongoing training programs internally across RBC Insurance and externally to clients.

Additionally, the role involves creating and implementing the PAC External Strategy by recruiting clients, delivering program content, and building external relationships.

Responsibilities mirror those of the internal strategy, with emphasis on external engagement, prospecting, and relationship building with third-party channels such as MGAs and brokers.

Other key skills include coaching, collaboration, customer experience, design thinking, facilitation, interpersonal relationships, performance management, sales, and training programs.

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: 2025-07-25

Application Deadline: 2025-08-15

Note: Applications will be accepted until 11:59 PM on the day prior to the application deadline above.

Inclusion and Equal Opportunity Employment

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