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Job Description
What is the opportunity?
In this role, you will bring technical and working knowledge of all client activities and touch points across both organizations (client and RBC). You will support increased use of RBC technology for self-serve options to meet their business objectives and improve our efficiency. You will be responsible for the day to day management of all client engagements, ensuring service standards are and managed in an efficient manner and aligned with the parameters of tasks set for the Mid-Market segment.
In addition, you will work with operational teams to direct the model as we collaborate to serve our clients better and win as One RBC. This will deliver an immediately noticeable improvement to the Client Service provided by RBC Investor Services (IS). Global Client Coverage remains accountable for growing our strategic relationships and all sales enquiries/opportunities must be passed to Coverage for review and execution.
What will you do?
- Execute to the agreed Mid-Market service model as defined, to deliver tasks as defined by the role task list. To advance the use of RBC technology and available self-service options to the client and to ensure the most efficient service model possible.
- Acts as the operational point of contact for RBC clients and be accountability for the level of Client Service provided.
- Act as the technical engineer in the RBC IS operating models and ensures execution in line with the stated parameters of servicing.
- Work directly with client leaders with a focus on: technology, model simplification, greater efficiency and automation of client process, and identifying, predicting and proactively managing future state developments.
- Manage client activity logs including day to day activities/issues and on-boarding events and ensure the RBC service standards are met through daily review of key data, issue tracker and query management.
- Support the management and execution of all RBC change events including regulatory and industry change, and client imposed change and manage multiple stakeholders within RBC and the client organization to ensure client expectations are met.
- Support all initiatives aimed at improving and enhancing overall client satisfaction with IS services and for providing technical expertise to support RBC clients’ objectives.
- Conduct client analysis based on KPI data, query logs, action logs, BAU information and client information to assess service offering and performance
What do you need to succeed?
Must-have
- Degree qualified (Commerce, Economics, Business)
- 3+ years of progressive financial services experience
- 3 years + managing clients with a global footprint
- High level of technical operational expertise
- Excellent communication skills (oral, written and non-verbal) and ability to operate alongside senior leaders, functional leads.
- Knowledge of risk management (identification and mitigation)
Nice-to-have
- Experience with RBC service offerings
- Good working knowledge of RBC system infrastructure
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.
- Excellent exposure to communicate with various business partners and stakeholders in Investor Services and within other platforms as appropriate
- Opportunity to obtain hands-on experience throughout your role
- Working with an exciting, close-knit, supportive & dynamic group
- Opportunity to collaborate with other business segments within the bank
- Excellent career development and progression opportunities
- A comprehensive Total Rewards Program including bonuses and flexible benefits
- Competitive compensation
Job Skills
Active Learning, Adaptability, Communication, Customer Service, Detail-Oriented, Interpersonal Relationship Management, Problem Solving, Product ServicesAdditional Job Details
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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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