Team Manager Cmo Client Support

Are you a strategic leader with a passion for developing client experience? Join our team as the Team Manager Client Support, reporting to the Manager CMO Client services. In this role you will be responsible for providing leadership, managing the learning, coaching and career development of the CMO helpdesk advisors. You will work hand in hand with the other team managers and the CMO Helpdesk leadership team and stakeholders to enable advisors deliver exceptional client experience.

What will you do?

• Lead a team of advisors responsible for providing first-level client support for RBC’s suite of Cash Management products and services.

• Provide day to day behavior and product knowledge support to advisors and work collaboratively with other team managers, coaches, training team and CMO Leadership team.

• Promotes an environment of open, two-way communication, fostering group support and teamwork through leadership and personal examples.

• Streamline and manage centralized processes while identifying opportunities for improvements.

• Overseeing ongoing monitoring and control of day-to-day SLA, client survey review and advisor CPH review to ensure team is meeting appropriate metrics.

• Escalate client concerns to appropriate channels within CMO, in a timely manner while keeping stakeholders informed of next steps.

• Will ensure our Key Performance Indicators are met by complying with all SLAs as established by the business.

• Adhere to Escalations protocols when required to minimize/avoid negative client impact/experience.

• Resolve client concerns/escalations as needed in a timely manner.

• Participate in creating/maintaining a positive team environment where team members give each other support and promote good morale and cooperation.

• Responsible for ongoing personal and career development of advisors and promoting a culture of collaboration.

• Foster an environment of trust and support for the advisors and peers alike.

• All responsibilities will be conducted in accordance with the RBC Code of Conduct, RBC Values, and Our Leadership Model and ensuring adherence to Privacy principles.

Must Have

• Minimum 5 years of operational experience in the financial industry

• Strong leadership capabilities and ability to create a climate of trust.

• Strong interpersonal, communication skills and highly adaptable to change.

• Proven ability to handle stress and lead by example.

• Demonstrate excellent communication, listening, people skills and excellent decision-making skills.

• Ability to multi-task and prioritize competing requirements.

Nice to Have

• In-depth knowledge of RBC Cash Management products and services

• Bi-lingual, can speak English and French

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 comprehensive Total Rewards Program including bonuses and flexible benefits, competitive compensation, commissions, and stock where applicable

• Leaders who support your development through coaching and managing opportunities

• Ability to make a difference and lasting impact

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

• A world-class training program in financial services

• Flexible work/life balance options

• Opportunities to do challenging work

LI - Post

Job Skills

Adaptability, Business Performance Management, Business Process Design, Customer Service, Decision Making, Detail-Oriented, Group Problem Solving, Interpersonal Relationship Management, Time Management

Additional Job Details

180 WELLINGTON ST W:TORONTO Toronto Canada 37.5 Full time TECHNOLOGY AND OPERATIONS Regular Salaried 2025-10-09 2025-10-24

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.