Manager, Contact Centre & French Communications Support

Job Description

What is the opportunity?

Responsible for managing day-to-day internal business communications in both English and French, with a primary focus on supporting the RBC Direct Investing /InvestEase Contact Centers, EDC Helpdesk , and CWM Operations. This includes developing and maintaining procedures, processes, and standardized responses for the Contact Centers to enhance operational efficiency and service accuracy. You will collaborate with cross-functional project teams to ensure seamless communication of Contact Centre-impacting initiatives and identify opportunities to refine procedures and messaging, enabling faster and more precise client service. Additionally, responsible for the translation of documents and communications to maintain bilingual consistency, monitor systems and investment products, and serve as a key subject matter expert to safeguard the firm's and clients' interests in all investment product and service matters.

What will you do?

• Manage day-to-day communications for RBC Direct Investing and RBC InvestEase Contact Centers, EDC Helpdesk, and CWM Operations in English/French to enhance client experiences.

• Develop and manage the both the RBC Direct Investing (DINet) and InvestEase Intranet sites in English/French, including regular review of all articles

• Manage and support projects and initiatives related to French language requirements.

• Ensure timely communication of all messages, operating procedures, canned responses, and updates to Contact Centers in both English and French.

• Support business groups: Inbound, Outbound, Online Trading, Email, Customer Care, EDC Helpdesk, Head Office Communications, and Operations.

• Develop client-facing materials, broadcast messages, and executive communications for RBC Direct Investing.

• Streamline existing procedures to increase efficiency and effectiveness of the Contact Centers and EDC Helpdesk

• Manage and report on "Feedback" from Contact Centre representatives, Team Leaders, and partners, including monthly loopback to Head Office.

• Oversee Training and Implementation tools and rollouts for Head Office projects.

• Provide contingency coverage for Manager, Operations and Policy Support, Manager, Client Onboarding, and the National Liaison Group (NLG) inbox as needed.

What do you need to succeed?

Must haves:

• Bilingual (French and English)

• Strong communications and interpersonal skills

• Expert knowledge of DI and IE products and services

• Strong knowledge DI Online and Mobile Investing channels, IE Online Investing channels, Commuify Fincentric hosted pages, BPSA, BTS, Client Source, ClientLink, ServiceLink, ServiceLink+, Web Galaxy, TradeLink, Berton, OTIS, and Wealth Management Operations and trading

• Solutions orientated and analytical

• Technical expertise and business savvy

• Impact and Influence through partnering and collaboration.

• Proactive

• Bilingual

• Minimum 2 years investments / brokerage experience

Nice-to-have:

• Canadian Securities Course (CSC), the Conduct & Practices exam (CPH), Derivatives Fundamental Course (DFC), and Options Licensing Course (OLC).

• Understanding of project life cycle

• Creativity and continuous improvement

• Strong customer focus

What's In It For You

• 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 mentoring opportunities

• Ability to make a difference and lasting impact in a dynamic, collaborative, progressive, and high-performing team

• World-class training program in financial services

• Flexible work/life balance options

• Opportunities to do challenging work and reach your potential

Compensation for this position (including salary and discretionary/variable payments) will be determined by factors, including but not limited to candidate's experience, skills, registration status, performance, individual goals, market conditions, and business needs.

Pay Range

The expected pay range for this position is:

$67,000 - $110,000

The pay range provided is for the primary work location referenced in the Additional Job Details section of this job posting. Pay ranges may differ based on location. If the posting lists multiple job locations, a recruiter can confirm availability of the role and the relevant pay range for the additional locations listed. RBC supports pay transparency and we strive to ensure all pay ranges are competitive, fair, and equitable.

You have the potential to earn RBC's discretionary variable compensation program which gives you an opportunity to increase your total compensation, provided the business meets its performance targets and you meet your individual goals.

Job Skills

Adaptability, Business Process Design, Critical Thinking, Customer Service, Detail-Oriented, Group Problem Solving, Interpersonal Relationship Management, Operational Delivery, Time Management

Additional Job Details

Address:

RBC WATERPARK PLACE, 88 QUEENS QUAY W:TORONTO

City:

Toronto

Country:

Canada

Work hours/week:

37.5

Employment Type:

Full time

Platform:

WEALTH MANAGEMENT

Job Type:

Regular

Pay Type:

Salaried

Posted Date:

2026-04-07

Application Deadline:

2026-04-22

Note: Applications will be accepted until 11:59 PM on the day prior to the application deadline date above

Our Employment Opportunities

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.

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RBC is presently inviting candidates to apply for this existing vacancy. Applying to this posting allows you to express your interest in this current career opportunity at RBC. Qualified applicants may be contacted to review their resume in more detail.