Client Support & Operations Lead

rbc; Minneapolis (MN); On-site; USD 70,000 - 130,000; Full time

Benefits offered by this job

401(k) matching

Health insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

Paid time off

Job summary

RBC is seeking a Senior Team Lead within Field & Client Support Services (FCSS) in Minneapolis, MN to guide day-to-day operations and drive performance.

You will mentor staff, manage escalated service issues, analyze queue data, and collaborate with product, operations, technology, and USWM teams to implement improvements. This role offers a comprehensive rewards program and opportunities to impact client outcomes.

Qualifications

• 4-year degree from an accredited university or equivalent.
• 5+ years of progressive business and financial services experience.
• 1+ year of securities, banking, technology, or job-specific industry experience.
• Series 99 securities license.
• Demonstrated ability to train, lead, and provide clear work direction to others.

Responsibilities

• Manage day-to-day team operations, including team members, systems, and service levels to ensure quality client and field support.
• Hire, train, and coach team members through onboarding, call reviews, real-time feedback, and recognition programs.
• Handle escalated customer service issues from your team; serve as second-level call escalation point and first-level personnel escalations.
• Analyze queue data and omnichannel metrics to identify trends, optimize staffing, and ensure MAGIC and service level targets are achieved.
• Review knowledge libraries, case documentation, and escalation processes for accuracy, consistency, and regulatory compliance.
• Advocate for field and client perspectives in development of systems and programs; serve as departmental point person on firm-wide initiatives.
• Provide evening and weekend backup coverage as needed to support operational continuity and staffing requirements.
• Collaborate with product, operations, technology, and USWM departments on cross-functional projects and process improvements.

Skills

Active Learning

Adaptability

Communication

Customer Service

Decision Making

Group Problem Solving

Interpersonal Skills

Operational Delivery

Product Services

Time Management

Education

Bachelor's Degree

Job description

RBC is seeking a Senior Team Lead within Field & Client Support Services (FCSS) in Minneapolis, MN to guide day-to-day operations and drive performance.

You will mentor staff, manage escalated service issues, analyze queue data, and collaborate with product, operations, technology, and USWM teams to implement improvements. This role offers a comprehensive rewards program and opportunities to impact client outcomes.