Di New Accounts and Documentation-service Specialist

7 days ago

Toronto, Ontario, Canada Royal Bank of Canada Full time

Come Work with Us
At RBC, our culture is deeply supportive and rich in opportunity and reward. You will help our clients thrive and our communities prosper, empowered by a spirit of shared purpose.


Whether you're helping clients find new opportunities, developing new technology, or providing expert advice to internal partners, you will be doing work that matters in the world, in an environment built on teamwork, service, responsibility, diversity, and integrity.


Job Title
DI New Accounts and Documentation-Service Specialist

What is the opportunity?


As a New Accounts and Documentation-DI Service Specialist, Operations you will be a central point of contact and relationship manager to the RBC Direct Investing (DI) front office personnel as it pertains to operations matters for New Accounts and Documentation as well as Changes.

This individual will help guide the front office on what type of documents are needed for different client needs such as marriage, name change.

You will be a point of escalation for service quality and problem resolution, operational inquiries, and issues/opportunities management. You will deal with High Value Clients and Investor Center counterparts.

You will also liaise with the various operations processing centers-of-excellence to research and investigate inquiries and issues, resolve concerns, and champion business requests to ensure a seamless operations service experience.


What will you do?

  • Champion service quality awareness and continuous improvement of operational matters for the DI business
  • Subject Matter Expert for service escalation and problem resolution. Use extensive procedural knowledge and technical expertise of group functions for resolution, understanding full impact of the endtoend process on sales, DI service cycle/client experience and Canadian Operations
  • Research inquiries, issues and concerns "carry the baton" to obtain status updates, answers and solutions providing a true middle office service to DI business partners
  • Advocate for strong Service Level Agreement (SLA) performance and delivery through ongoing monitoring and coaching within the department and across Canadian Operations as required on behalf of DI personnel
  • Proactively identify and monitor group service quality performance gaps/trends against established SLA standards. Analyze root cause and recommend solutions/action plan. Provide advice and counsel for service quality efficiency, effectiveness, and client care opportunities
  • Support the implementation of change process of business strategies, evolving interdependencies related to service quality, problem resolution and related initiatives with field impact or specific to the group
  • Develop and enhance relationships with service partners (DI offices and various departments across Canadian Operations) to enhance interdependency performance, ensuring equitable balance between service efficiency and effectiveness and the client experience
  • Participate in crossfunctional initiatives with DI and Canadian Operations, acting in a consultative capacity as required for the department manager
  • Reduce risk or increase efficiencies by suggesting process changes and system modifications. Participate in testing and implementation of new systems and processes as required.
  • Provide accurate analysis and processing support for manual, exceptionbased complex, and/or highly specialized processes within a specific Operations department. Accurately review, verify and/or record data in technology support department processes.
  • Train and act as a resource for other Operation's team members.

What do you need to succeed?

Must-have

  • Undergraduate degree in Business Administration, Commerce, Science or Arts
  • Exceptional relationship management and analytical skills. Ability to communicate and partner effectively with front office professionals (Investment Advisors, Associates, Branch Operations Managers, and Branch Managers) to research and resolve operations related matters
  • Broad knowledge of Wealth Management Operations' processes and products (New Accounts/Documentation, Account Transfers, Mutual Funds, QI/FATCA, Fees, Corporate Actions, Dividends/Interest processing, Payments, RESP, etc.)
  • Strong foundation in RBC Wealth Management's operational systems such as Broadridge BPS, ServiceLink, ClientSource, Oracle, Reports Online, OTIS etc.
  • Strong understanding of the operations value chain, from new client onboarding to asset transferin, trade execution, asset servicing, and client reporting

Nice-to-have

  • Bilingual French/English
  • Investment knowledge

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.


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