Bilingual Associate Director, Client Management

6 months ago

Montréal, Canada Royal Bank of Canada Full time

**Résumé du travail**

**Description du poste**

**En quoi consiste le rôle ?**_ _

Le directeur général associé, Gestion de la clientèle, s’occupe de l’engagement clientèle de RBC Services aux investisseurs (SI) pour tout ce qui touche les services courants, en collaboration avec les responsables principaux, Secteurs d’activité, et les responsables principaux et directeurs, Partenaires clientèle. Il supervise et gère le modèle d’exploitation RBC ainsi que l’entente de partenariat interservices ou le protocole opérationnel relatif aux produits et services RBC Services aux investisseurs souscrits par nos clients. Il interagit directement avec les personnes-ressources responsables des activités courantes de la clientèle, est responsable de l’expérience offerte aux clients et de leur satisfaction à l’égard de RBC Services aux investisseurs. Il veille à ce que les produits et services offerts aux clients dans le cadre de nos responsabilités quotidiennes soient conformes à leurs attentes ou dépassent celles-ci. Il dirige une équipe de directeurs et de représentants, Service clientèle, responsables de la satisfaction de la clientèle au quotidien.

Il met à profit sa connaissance poussée du secteur, son expertise technique des produits de RBC Services aux investisseurs ainsi que sa connaissance pratique de l’ensemble des activités clientèle et points de contact entre les deux organisations (client et RBC). Il est également responsable de la gestion de toutes les interactions client courantes, des recours hiérarchiques des clients et de l’unité Secteurs d’activités, et agit à titre de principale personne-ressource ou premier échelon de recours hiérarchique pour toutes les activités et tous les problèmes au quotidien.

Il effectue des analyses et assure le suivi des problèmes afin de bonifier la prestation des services et constitue le principal contact du client à cet égard. Il travaille en collaboration avec Gestion des secteurs d’activité et Gestion de la clientèle. Partenaires clientèle demeure responsable de l’approfondissement de nos relations stratégiques, et il faut lui transmettre toutes les demandes et occasions de vente aux fins d’examen et d’exécution. Partenaires clientèle est responsable de toutes les activités de changement des clients, des revues des grands clients (par ex. revues trimestrielles des services), de la schématisation du parcours du client, de l’étalonnage des modèles avec avec ceux de l’industrie et de l’établissement des priorités à long terme en situation normale. Prestation des services fournira également du soutien à cet égard, au besoin.

**Responsabilités**
- Collaborer directement avec les groupes de production opérationnelle de l’ensemble de Secteurs d’activité, SI (et de Gestion de trésorerie) afin d’assurer le respect de l’entente de partenariat interservices et du protocole opérationnel et de veiller à ce que SI mette en œuvre le modèle opérationnel convenu pour les clients RBC, en exploitant les principaux indicateurs de rendement/le Système d’information de gestion, au besoin.
- Diriger une équipe responsable du soutien à la clientèle au quotidien et de l’Expérience client, favoriser la simplification du modèle opérationnel par la prise de mesures en collaboration avec Partenaires clientèle (notamment accroître l’efficience des processus liés aux clients et les automatiser). Jouer un rôle prépondérant dans les activités liées au modèle de gouvernance visant la clientèle (soutien aux tâches de revue des services, de contrôle diligent et d’audit).
- Assurer la gouvernance du modèle de soutien du service en dehors des revues des services et des réunions stratégiques officielles périodiques, notamment l’établissement de l’ordre du jour des réunions quotidiennes sur le journal des problèmes, ainsi que la rédaction et la révision des procès-verbaux et le suivi des mesures convenues dans le cadre de ces forums sur le service.
- Relever et enregistrer toutes les plaintes officielles de la clientèle conformément à la politique de gestion des plaintes de RBC Services aux investisseurs, en faire le suivi et les fermer. Communiquer avec les clients au sujet de ces plaintes. Faire appel à l’équipe Expériences client pour toute plainte de nature délicate ou sérieuse.

**Éléments clés de la réussite**

**Exigences**
- De 5 à 10 ans d’expérience dans le domaine l’administration ou de la gestion d’actifs.
- Capacités de direction (notamment virtuellement) et de planification de l’effectif
- Solide expertise en gestion de risque (détermination et atténuation)
- Capacités de diriger et de mettre en place des modèles opérationnels axés sur le client
- Parler couramment le français et l’anglais afin de pouvoir servir la clientèle anglophone de la collectivité

**Avantages du poste**

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