Client Services Manager

RBC; London; On-site; GBP 50,000 - 80,000; Full time

Job summary

A leading company in Wealth Management is seeking a management professional to oversee the Triage team in London. This role involves managing inbound leads, refining referral processes, and ensuring a high standard of service delivery. The ideal candidate will have strong project management skills and experience in financial services, with opportunities for professional development and a collaborative work environment.

Benefits

Flexible working options fully supported

Opportunities to work with the best in the field

Leaders who support your development

Ability to make a difference and lasting impact

Qualifications

• Experience in Wealth Management, Financial Services, or Professional Services.
• Proven Management experience and strong project experience.
• Keen eye for data is crucial for success.

Responsibilities

• Oversee the Triage team managing inbound leads via telephone and web-based enquiries.
• Lead the evolution of the triage team with senior stakeholders.
• Develop plans for team improvements to enhance client experience.

Skills

Active Learning

Adaptability

Communication

Customer Service

Decision Making

Detail-Oriented

Group Problem Solving

Interpersonal Relationship Management

Product Services

Education

Management and/or finance related certifications

Tools

Microsoft Office

PowerBi

Job description

Job Summary

Job Description

What is the opportunity?

This is an exciting management role and would suit someone with strong people and project management skills looking to join a growing team and area of the business. The successful candidate will principally oversee the Triage team who are responsible for managing inbound leads via telephone and web-based enquiries. As well as overseeing the day to day running of the triage team, the candidate will play a key role in refining the referral process between RBC Brewin Dolphin and RBC.

What will you do?

• Explore and lead the evolution of the triage team working with senior stakeholders to achieve buy-in and implement changes.

• Represent and oversee the team as part of firmwide projects, including Marketing profiling, RBC Wealth Management Europe’s service integration, RBC’s “Financial Wellbeing” service launch, dormant client offboarding, remediation/ automation of data processes, and future client lifecycle projects.

• Work with the Head of Channel Operations and teams across the business to ensure effective delivery of the above projects.

• Develop a plan for what improvements are needed to ensure the team can deliver the best prospect and client experience.

• Review existing processes to ensure the team is as efficient as possible whilst maintaining professional standards across the team.

• Responsible for the oversight and reporting of all new business data that is captured within the team.

• Work with the Data Insights team to improve the presentation of data and conduct analysis to optimise the performance of the team.

• Build strong internal relationships with all stakeholders to create an open environment for good communication.

• Develop a high-performing, professional and reliable team.

What do you need to succeed?

Must-have

• Experience working in Wealth Management, Financial Services or Professional Services.

• Proven Management experience.

• Strong project experience.

• Skills using Microsoft Office packages, as well as the ability to adapt to new systems.

• A keen eye for data is crucial for success in this role.

Nice-to-have

• Experience or knowledge of PowerBi.

• Management and/or finance related certifications.

What is 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.

• Leaders who support your development through coaching and managing opportunities.

• Opportunities to work with the best in the field.

• Ability to make a difference and lasting impact.

• Work in a dynamic, collaborative, progressive, and high-performing team.

• Flexible working options fully supported.

Agency Notice

RBC Group does not accept agency resumés. Please do not forward resumés to our employees, nor any other company location. RBC Group only pay fees to agencies where they have entered into a prior agreement to do so and in any event do not pay fees related to unsolicited resumés. Please contact the Recruitment function for additional details.

#RBCBD

Job Skills

Active Learning, Adaptability, Communication, Customer Service, Decision Making, Detail-Oriented, Group Problem Solving, Interpersonal Relationship Management, Product Services

Additional Job Details

Address:

12 SMITHFIELD STREET:LONDON

City:

London

Country:

United Kingdom

Work hours/week:

35

Employment Type:

Full time

Platform:

WEALTH MANAGEMENT

Job Type:

Regular

Pay Type:

Salaried

Posted Date:

2025-05-21

Application Deadline:

2025-06-04

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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