Senior National Manager, Service Delivery and Operations

Job Summary

Job Description

What will you do?

At RBC WMFS, we owe our success to the efficiency of organization processes. The ideal candidate will have a sharp business mind, a self-starter who exudes energy, curiosity, and enthusiasm to take on a managerial role within the RBC (WMFS) Wealth Management Financial Services Inc.

This role has a diversity of teams that require continuous training and coaching. This person should be able to pivot quickly depending on the situation, be able to coach, train, deliver presentations and participate in initiatives that will enable the Inforce team and sales field with workflow for a superior client experience.

What do you need to succeed?

Increase the efficiency of existing processes and procedures to enhance the company's internal capacity.

Managing three separate teams, an Inforce Policy Administration (IPA) team, Insurance Service Desk (ISD) and Inforce Mail distribution (IMD) team

IPA team administer over 70,000 inforce insurance policies from across the country.

IPA team focus is to handle all incoming administrative requests from the advisors (agent of record) and Estate Planning Specialist teams.

Managing a team of advisors with a book of approximately 4,500 policies under the Insurance Service Desk that provide post sales-servicing to clients and advisors (agent of record).

Manage the mail distribution team, coach, and train the team to send out mail notifications efficiently to the advisor (agent of record) / Estate Planning Specialist team.

Manage the drive which is a file upload system to the Dominion Securities (DS) branches folder of all insurance policy files that advisors (agent of record) must keep within their client records.

Main objective is to coach, motivate and find efficiencies to improve our inforce services.

Present at national conferences / value add calls on Insurance Servicing, advisor responsibility.

Promote and educate advisor teams on insurance, responsibility and any new initiatives that may be launched such as Salesforce / Cases (workflow system).

Train the DS Trainers on insurance terminology, explain insurance 101 and step by step on how to submit a case for administrative transactional changes.

Create communications on Insurance servicing, upcoming initiatives, reminders within the WMFS HO weekly or DS / PH&N Weekly.

Must have :

Two or more years of proven success in life insurance service delivery and operations management role

License Qualification Program (LLQP)

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.

Flexible work / life balance options.

Opportunities to do challenging work.

Opportunities to take on progressively greater accountabilities.

Access to a variety of job opportunities across business.

Job Skills