Head, Client Success Team

2 weeks ago

Toronto, Canada Royal Bank of Canada Full time

**Job Summary**

**What is the opportunity?**

RBC Capital Markets (RBC CM) is seeking a visionary and operational excellence leader to lead a Client Success team to pioneer a best-in-class client centric onboarding experience.Head of Client Success will have global responsibility for engaging with clients and managing a smooth experience across all stakeholders and the measurement, delivery and reporting of client experience across business segments and products.
- Responsible for creating an industry leading Client Experience through the end-to-end lifecycle of onboarding.
- This role will be responsible for all aspects of onboarding, providing a professional, attentive, and accurate service to client and internal business partners, leveraging extensive knowledge of both the client onboarding process and Capital Markets operations.

To implement a robust client pre and post care experience that can anticipate and quickly react to the consistent challenges that global regulatory changes present to RBC and its clients, and build a continuous relationship management model creating a differentiating service from our peers

**What will you do?**
- Provide strategic leadership for the Client Experience and Onboarding group within the Capital Markets platform.
- Develop and implement a comprehensive client success strategy aligned with RBC CM's strategic goals that will enhance client satisfaction and engagement throughout the onboarding journey
- Establish and manage strategic relationships with top tier client contacts and sales leadership, acting as a trusted advisor and advocate for their needs.
- Responsible for ensuring a differentiating client experience for our clients, drive and monitor quarterly and monthly scorecards specific to client lifecycle management and client onboarding
- Oversee end-to-end client onboarding processes, ensuring efficiency, compliance, and a seamless experience whilst continuously improving the model and process by bringing a change mindset to the role. Keeping in touch with both client and industry expectations.
- Track completion of onboarding requests and report on functional partner progress such as Sales, Relationship Managers, Due Diligence and Account Management teams. Track onboarding pipeline and issues - escalate as necessary on critical issues with relationship or compliance risks
- Define and maintain SLEs with functional partners - Sales, Relationship Managers, Due Diligence and Account Management teams, implement a reporting and escalation framework which can be mobilized with teams.
- Collaborate with cross-functional teams to align client onboarding practices with industry regulations and company standards including but not limited to AML/KYC, Tax, and credit related processes.
- Drive continuous improvement initiatives to streamline onboarding procedures and reduce time-to-market for new clients through a product pipeline
- Cultivate relationships with key stakeholders, both internally and externally, to foster collaboration and achieve business objectives
- Stay abreast of industry trends, regulatory changes, and emerging technologies to inform and enhance onboarding strategies
- Oversee the Client Success team’s adherence to regulatory policies and ensure continued effectiveness of RBC’s robust risk and controls framework
- Partner with the Product Team driving continued innovation and transformation to ensure solutions meet client needs and drive value.
- Develop impactful training programs for the Client Success team, ensuring they have the required skills and knowledge to deliver exceptional client service
- Drive a team of client facing onboarding specialists responsible for:

- Managing the end to end workflow and case management
- Prioritisation of strategic client onboarding. develop an understanding of both client and business activity to manage the prioritization and demand.
- Client outreach for information and/or documentation
- Raising tickets for account creation and core ops functions
- Defining request priority & resolve prioritization conflicts
- Facilitating discussions between client & internal stakeholders as needed (e.g., Legal), and be a central point of escalation for all parties.
- Successful client onboarding (Ready to Trade)
- Adherence to RBC’s regulatory and compliance procedures

**What you need to succeed?**
- Proven leadership experience in Capital Markets with a focus on client experience and onboarding
- In-depth knowledge of financial regulations, compliance requirements, and industry best practices
- Strong strategic thinking, problem-solving, and decision-making skills
- Excellent communication and interpersonal abilities to effectively liaise with diverse teams and clients
- Track record of driving operational excellence and optimizing onboarding processes
- Visionary mindset with the ability to innovate and adapt to evolving market dynamics
- Demonstrated experience in defining and establishing new business processes

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