Associate, Client Management
Associate, Client Management
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Salary Not Disclosed
1 Vacancy
Job Description
Job Summary
Job Description
What is the opportunity
Service Assurance is the operational service contact accountable for overall client satisfaction with RBC Investor Services (IS) . Service Assurance leads the client engagement for Mid-Market clients. Service Assurance owns the RBC operating model and services provided and is accountable for the overall client experience and satisfaction with RBC IS ensuring that what we deliver and how we deliver it aligns with or exceeds their expectations.
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 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 RBCIS 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 RBCIS 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 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.
- Ability to support negotiate collaborate and bring people together
- General working knowledge of factors affecting business and industry including trends in the marketplace technology and competitors
Nice-to-have
- Experience with RBC service offerings
- Good working knowledge of RBC system infrastructure
Whats 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 exposureto communicate with various business partners and stakeholders in RBCIS 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 Group Problem Solving Interpersonal Relationship Management Product ServicesAdditional Job Details
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Note: Applications will be accepted until 11:59 PM on the day prior to the application deadline date above
Inclusion and Equal Opportunity Employment
At 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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Required Experience:
IC
Employment Type
Full-Time
