What is the opportunity?
Service Assurance is the operational service group accountable for overall client satisfaction with RBC Investor & Treasury Services (I&TS).
In this role, you will be responsible for the day to day management of all client engagements, ensuring service standards are managed in an efficient manner and aligned with the parameters of tasks set for the Mid-Market segment. You will work with the operational teams to direct the model as we collaborate to serve our clients better and win as One RBC, as well as, bring technical and working knowledge of all client activities and touch points across both organizations (client and RBC). You will also support increased use of RBC technology for self serve options to meet their business objectives and improve our efficiency.
What will you do?
Act as the operational point of contact for RBC clients, as well as the technical engineer in the RBC I&TS operating models and ensure execution is in line with the stated parameters. Manage multiple stakeholders within RBC and the client organization to ensure client expectations are met.
Communicate directly with client leaders with a focus on: technology, model simplification, greater efficiency and automation of client process, and identify, predict and proactively manage future state developments.
Manage client activity logs including day to day activities/issues and on-boarding events. 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.
Support all initiatives aimed at improving and enhancing overall client satisfaction with I&TS services and for providing technical expertise to support RBC clients’ objectives.
Conduct client analysis based on KPI data, query logs, action logs, BAU information, client information, to assess service offering and performance.
What do you need to succeed?
3+ years’ of progressive financial services experience
3+ years’ managing clients with a global footprint
Undergraduate degree preferably in Commerce, Economics or Business
High level of technical operational expertise and ability to understand operating models end to end and business drivers
Experience in project/program support; knowledge of risk management
Demonstrated change management skills with excellent client facing abilities
Ability to operate alongside senior leaders, and functional leads
Good working knowledge of RBC system infrastructure
Knowledge of factors affecting business and industry including trends in the marketplace, technology and competitors.
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 & Treasury 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
Address: 1 Place Ville Marie
Work Hours/Week: 8:30 - 5:00
Work Environment: Office
Employment Type: Permanent
Career Level: Experienced Hire/Professional
Pay Type: Salary + Variable Bonus
Position Level: PL09
Required Travel(%): 0-25
People Manager: No
Application Deadline: 03/05/2020
Req ID: 227200