Client Support & Operations Leader

RBC Capital Markets, LLC; Minneapolis (MN); On-site; USD 70,000 - 130,000; Full time

Benefits offered by this job

401(k) with company matching

Health insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

Paid time off

Coaching and development opportunities

Challenging work

Client relationships

Job summary

RBC Capital Markets, LLC is seeking a senior FCSS leader to drive operational excellence and develop high-performing team members in Minneapolis. You will manage daily operations, coach staff, and resolve escalated client issues while partnering with product, operations, technology and USWM teams.

The role requires a 4-year degree, 5+ years in financial services, a Series 99 license, and strong leadership and training skills to guide a dynamic team.

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 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

Leadership

Presentation skills

Training skills

Cross-functional collaboration

Education

4-year degree

Series 99 license

5+ years financial services experience

1+ year securities/banking/tech experience

Job description

RBC Capital Markets, LLC is seeking a senior FCSS leader to drive operational excellence and develop high-performing team members in Minneapolis. You will manage daily operations, coach staff, and resolve escalated client issues while partnering with product, operations, technology and USWM teams.

The role requires a 4-year degree, 5+ years in financial services, a Series 99 license, and strong leadership and training skills to guide a dynamic team.