Associate Director, Client Management
3 weeks ago
**Job Summary**
**What is the opportunity?**
In this role, you will lead the client engagement in all day to day service aspects, in collaboration with the Line Operations Leads and Client Experience Leads & Managers, for Investment Counselor Services (ICS), Fund Pension and Insurance Clients. You will oversee and manage the defined RBC operating model and Operating Memorandum for the products and services that our Clients purchase from RBC Investor Services (IS). You will engage directly with a Client’s day to day Operations and Vendor Management contacts and is accountable for the day to day client experience and satisfaction with RBC IS - ensuring that what we deliver against our daily commitments and how we deliver it aligns with or exceeds their expectations. You will provide leadership and direction to a team of client service delivery managers, accountable for providing day-to-day client satisfaction
In addition, you will bring significant industry knowledge, technical expertise across the IS Product set and a deep working knowledge of all client activities and touch points across both organizations (client and RBC). You will lead the enhancement of the clients BAU operating model through ongoing operating model improvement and driving change through available technology solutions. You will have accountability for dealing with all day to day Client interactions, Client and line operations escalations and are the primary touch point/escalation point for all day to day activity and issues.
You will conduct analysis and issue tracking to enhance service delivery and are the primary face to the client in this regard, as well as work alongside Line Operations Management and Client Experience Management.
**What will you do?**
- Responsible for day to day Client support and Client experience, fosters and implements simplification to the operating model with support from Client Experience (including improved efficiency and automation of client processes)
- Accountable for governance of service support model outside of regular formal service reviews and strategic meetings including agenda setting for issue log reviews and the tracking of and completion of minutes and actions agreed as part of such day to day service forums
- Accountable for identifying, recording, tracking and closing all formal client complaints in line with the agreed RBC IS Complaints policy. Accountable for Client communication in this regard.
- Act as primary day to day operational lead for RBC clients with overall accountability for operational delivery and service support for the clients of IS. This includes the governance and escalation process within Line Operations for day to day Client enquiries in partnership with the operations production teams.
- Accountable for and manages all required day to day client activity logs and actions with the Client base, including day to day activities
- Provide leadership during required client audit preparation or due diligence process, and act as client contact in this regard whilst also coordinating internally to provide a seamless client experience.
- Work with the wider Operations Line functions to provide insight and direction on day to day service matters and client requirements across geographies and functions
- Lead initiatives aimed at improving and enhancing overall operational model, risk profile and efficiency in partnership with Operations Line Management including provision of technical expertise to support RBC objectives.
**What do you need to succeed?**
**Must-have**
- 5 years + managing complex clients with experience in a partnership model
- 7 years + of progressive financial services experience
- 5 years + managing clients with a global footprint
- 5 years + managing a high performing team
- Ability in leading and implementing client focused operating
- Technical expertise, ability to understand operating models end to end and business drivers
- Strong risk management expertise (identification and mitigation)
- Exceptional client facing skills including negotiation and influencing at a very senior level
- Demonstrated change management skills
- Proficient in process design and solution modelling
**Nice to have**
- Experience with RBC service offerings
- Degree qualified (Commerce, Economics, Business)
**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 with
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