Senior Manager, Customer Success – 13-month Contract
City : TORONTO, Ontario, Canada
Category : Operations
Industry : Financial/Banking
Employer : RBC
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At RBC, our culture is deeply supportive and rich in opportunity and reward. You will help our clients thrive and our communities prosper, empowered by a spirit of shared purpose.
Whether you’re helping clients find new opportunities, developing new technology, or providing expert advice to internal partners, you will be doing work that matters in the world, in an environment built on teamwork, service, responsibility, diversity, and integrity.
Job Title
Job Description
Please note: This is a full-time, fixed-term contract for approximately 13 months.
What is the opportunity?
Do you consider yourself a passionate, well-rounded problem solver? Do you thrive working within an entrepreneurial setting while handling complex operational processes? Do you enjoy creating new processes with creativity? Do you have an interest in the exciting rewards industry? If so, we would love to hear from you.
The Avion Rewards and Ampli Operations team is looking for a Senior Manager for Customer Success. You must be comfortable wearing multiple hats and collaborating with teammates across many functions. The Avion Rewards and Ampli Operations Team is considered an agile environment and so candidates with great problem-solving capabilities along with strong attention-to-detail will be well suited for this role.
What will you do?
You will act as a SME when creating new member servicing models within the organization
You will be the main point of contact for internal/external escalations relating to Ampli member support
Stay informed on product changes/updates in order to accurately assist members with their inquiries
You will manage a small team of customer service agents using online tools to respond to members
You will respond to member escalations relating to the application (missing cash back, card connection issues etc.)
Create new processes to improve efficiency across the team and execute projects
You will collaborate with multiple teams on a daily basis including but not limited to; partner success, offer execution, marketing, product & technology
Raise application issues with product and technology teams where necessary
Make data driven decisions when forecasting and planning for future campaign launches relating to member support
What do you need to succeed?
Must-have:
Related work experience preferably in operations or financial services industry
Ability to build and maintain internal stakeholder relationships
Excellent listening and presentation skills
Ability to work with a collaborative approach on new projects impacting consumers within the rewards industry
Experience creating graphical representations of customer service trends
Detail oriented with the ability to make data driven decisions on a daily basis
An adaptive mindset that is able to navigate ambiguous problems
Ability to continuously motivate and manage daily tasks for customer service agents
Undergraduate degree in Business/Communications or related field or equivalent experience
Nice to have:
Experience working within the rewards industry and/or financial services industry
Experience working within an entrepreneurial setting
Experience working with communication tools such as Intercom, Zendesk, Salesforce
Experience managing a small team of customer service agents
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.
Ability to make a difference and lasting impact
Work in a dynamic, collaborative, progressive, and high-performing team
Opportunities to do challenging work
Job Summary
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Inclusion and Equal Opportunity Employment
At RBC, we embrace diversity and inclusion for innovation and growth. We are committed to building inclusive teams and an equitable workplace for our employees to bring their true selves to work. We are taking actions to tackle issues of inequity and systemic bias to support our diverse talent, clients and communities.
We also strive to provide an accessible candidate experience for our prospective employees with different abilities. Please let us know if you need any accommodations during the recruitment process.
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