Online Customer Support Manager

We have a fantastic opportunity for a dynamic and results driven Online Customer Support Manager to join the Edinburgh office on a permanent basis.
As a key leader you will collaborate closely with the Team Leader, the Head of Digital Customer Services and cross functional teams to ensure seamless operations, robust risk management and compliance with regulatory standards.
What will you do?
Lead, manage and develop the Digital Channels Team to always achieve good client outcomes while delivering growth and efficiency.
Maintain guides, process flows, training videos and templates for use throughout the team on various systems and processes.
Manage and maintain Digital Channels operations processes, ensure they are being consistently followed and always look for improvement.
Create timely, relevant and meaningful MI for the business unit including, but not limited to, MI for the Brewin Portfolio Service and MyBrewin.
Track and monitor Customer Service Team performance KPIs, analysing and summarising data and trends
Work collaboratively with our 1LOD and 2LOD Risk Teams to ensure adequate risk controls and identify any gaps and improvements
Work collaboratively with our internal and external auditors, to ensure we respond and track all requests.
Work collaboratively with our Complaints Teams to ensure we deliver exceptional Customer Support, identity and resolve any issues in a timely manner.
Be a key point of contact across for the business for Brewin Portfolio Service and MyBrewin operations and process
Maintain a close working relationship with Vendors and influence enhancement and improvement within our use of the systems.
Keep and maintain a meticulous working knowledge of the Brewin Portfolio Service and MyBrewin.
Actively participate in any necessary Business Development activities and encourage team engagement.
Take responsibility for own development through training and CPD, with regard to industry changes, legislation and regulation.
Have a good understanding of the group strategy and Team business plan.
Help the team develop, both individually and collectively, through development conversations, coaching and feedback.
What do you need to succeed?
Must-have, 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.
Opportunities to work with the best in the field.
Ability to make a difference and lasting impact.
Work in a dynamic, collaborative, progressive, and high-performing team.
Agency Notice
RBC Group does not accept agency resumés. Please do not forward resumés to our employees, nor any other company location. RBC Group only pay fees to agencies where they have entered into a prior agreement to do so and in any event do not pay fees related to unsolicited resumés. Please contact the Recruitment function for additional details.
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Job Skills Business Development, Coaching Others, Communication, Customer Acquisition Strategy, Customer Relationship Management (CRM) Strategies, Customer Value Management, Long Term Planning, Negotiation, Perseverance and Follow-Through, Sales Channels, Sales Forecasting

Proven experience in a business role with comparable responsibilities within financial services
A strong client-focused mindset and a passion for delivering an excellent customer experience
High levels of emotional intelligence and empathy
Ability to manage and develop a team
Strong communication skills
Strong analytic skills and excellent numeracy abilities
Strong MS office skills
Self-motivated, ambitious and decisive
Team player with first rate people skills
Experience working in a business undergoing significant change is highly favourable
A creative individual that uses their skills to bring new ways of thinking to digital customer experience
A curiosity to streamline and improve processes

At RBC, we are guided by living shared values of Client First, Integrity, Collaboration, Respect and Excellence and winning together as One 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.