Manager Sales Operations

What is the opportunity?

We have a contract position, covering for a maternity leave, approximately 17 months in length, in our Sales Operations team for a Sales Operations Manager.

The Sales Operations Manager is responsible for supporting our high performing RBC Global Asset Management (GAM) Sales team in the delivery of exceptional service to current or prospective Canadian financial advisors and their dealer representatives. In this role, you will ensure that operational service issues and inquiries received from the field are researched, documented and resolved in a professional and timely manner. You will also act as a liaison between the sales team and the RBC GAM operational support groups. The dedication to providing exceptional service is critical for success in this role.

This contract position is accountable to the Associate Director of Sales Operations for successful achievement of agreed upon goals and objectives, driving a high level of performance and superior advisor experience.

What will you do?

• Act as a main point of contact for all service related issues from members of the RBC GAM Advisor Sales Team, National Accounts and the Investment Product Advisory team.

• Liaise directly with Advisors to understand their queries and work towards resolution.

• Liaise with internal operational groups to ensure that any issues pertaining to Advisor escalations are resolved in a timely manner.

• Manage all queries using the case management functionality in Salesforce.

• Maintain records of all correspondence on cases using our CRM system (Salesforce).

• Actively participate in regular meetings with our internal business partners to discuss any issues pertaining to the delivery of exceptional Advisor service.

• Fulfill and monitor registration requests for our on-line Advisor self-service portal; promote self-service options to Advisors.

• Act as the subject matter expert and facilitate specialized trade processes.

• Develop effective internal and Advisor-facing communication material.

What do you need to succeed?

Must Have

• An extreme dedication to client focused service.

• 3-5 years’ working experience in a client service, operations, or relationship management role within the financial services industry preferably in the Mutual Fund/ETF industry.

• Research and problem solving skills.

• Ability to work effectively and collaboratively in a high volume, dynamic team environment.

• Excellent verbal and written communications skills.

• The ability to work under time constraints.

Nice to Have

• Completion of the CSC

• Bilingual (English/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.

• 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

• Flexible work/life balance options

• Opportunities to do challenging work

We thank all interested candidates; however, we will only contact those being considered for an interview.

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