Client Service Manager

5 days ago

Toronto, 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**

Client Service Manager

**What is the opportunity?**

Client Management is our operational service contact accountable for overall client satisfaction with RBC Investor & Treasury Services (RBC I&TS). Client Management leads the client engagement, in collaboration with the Global Coverage owner, for Coverage Clients strategically significant to RBC globally.

Client Management owns the RBC I&TS operating model and services provided and is accountable for the overall client experience and satisfaction with RBC I&TS, ensuring that what we deliver and how we deliver it aligns with or exceeds their expectations.

In this role, you will bring industry knowledge, technical expertise and a working knowledge of all client activities and touch points across both organizations (client and RBC I&TS). You will support increased interoperability 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 met to analysis and review of issue tracking and data to enhance service delivery.

You will work alongside Global Client Coverage and with existing client service and 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 I&TS. 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?**
- Act as an operational point of contact for RBC I&TS coverage clients, proactively responding to client’s requirements across multiple geographies. Support the client service activity across all geographies and manufacturing locations. Deliver RBC I&TS operating models, products and services and analyses data/information to support decision making and solution modelling discussions
- Work directly with client leaders and functional leads, execute the operational strategy for RBC I&TS coverage clients with a focus on: client satisfaction execution, model simplification, greater efficiency and automation of client process, and identifying, predicting and proactively managing client requirements
- Complete client activity logs including day to day activities/issues, change and on-boarding events. Ensure the RBC I&TS service standards are met through daily review of key data, issue tracker and query management
- Support the management and execution of all change events including large scale projects/programs, regulatory and industry change, and client imposed change. Manages multiple stakeholders within RBC and the client organization to ensure clients expectations are met or exceeded
- Support the client service and client operations teams across multiple geographies to ensure RBC I&TS provides best in class service to our Coverage clients
- Support the communication of the client’s strategic requirements internally and helps to align activities with RBC I&TS strategic product initiatives/roadmaps by influencing, problem solving and solution planning with relevant stakeholders
- Support all initiatives aimed at improving and enhancing overall client satisfaction with RBC I&TS services and for providing technical expertise to support RBC clients’ objectives
- Execute detailed client analysis based on KPI data, query logs, action logs, change logs, BAU information, client information, etc. to challenge and client satisfaction, service offering and performance
- Work with the Client Experience and Global Client Coverage owner to support all aspects of RBC services and help us to win as One RBC
- Lead and participates in face to face Service Level Reviews with the coverage clients ensuring we are capturing the VOC

**What do you need to succeed?**

**Must-have**
- Degree qualified (Commerce, Economics, Business)
- 5-10 years + of progressive financial services experience
- 5 years + managing clients with a global footprint
- Excellent communication skills (oral, written and non-verbal) and ability to operate alongside senior leaders, functional leads.
- Strong risk management acumen (identification and mitigation)
- Exceptional client facing skills including negotiation and influencing at a senior level
- Demonstrated change management skills
- Ability to support, negotiate, collaborate and bring people together
- General working knowledge of factors affecting busines

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