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Strategic Client Partner

2 months ago

Montreal, Quebec, Canada Royal Bank of Canada Full time

Job Summary

Job Description

What is the Opportunity?

The role supports some of our largest and most strategic institutional clients at Royal Bank of Canada. The Director, Client Partner will focus on retaining and growing our client relationships, reducing service challenges and anticipating needs through proactive account management. Responsible for building and delivering exceptional client service across the full lifecycle of our strategic clients' experience with Royal Bank of Canada. This role supports our clients to ensure our mutual success through strong engagement and exceptional service. The Director, Client Partner is responsible for anticipating, understanding, and addressing the clients' needs. They must also build strong relationships across the various groups that support our clients, including Operations, Product, Legal, Risk, and other internal teams critical to the end-to-end client lifecycle. With a consultative, solutions-oriented approach, they will be expected to demonstrate initiative, energy, and superior execution in growing and maintaining their assigned relationships.

Key Responsibilities

  1. Ensure deep connectivity at client's executive, management, and operational levels in order to fully understand client requirements and strategic direction.
  2. Own the client strategy and overall quality of engagement with client.
  3. Fully understand the complete IS product scope and value proposition.
  4. Lead annual Strategic Relationship process coordinating executive team members from both organizations to review clients' strategic plans and our response.
  5. Coordinate internal approach ensuring full knowledge of all client initiatives and issues.
  6. Work closely with Operations, Client Management, Product, and other key support teams ensuring client's expectations are fully understood and met.
  7. Provide client feedback regarding product functionality and future trends to business heads.
  8. Manage client escalations.
  9. Manage all contractual agreement negotiations.
  10. Constantly explore and develop upsell and cross-sell opportunities.
  11. This is a hybrid role that will include traveling.

Requirements

Must have:

  1. University degree (or equivalent).
  2. Bilingualism (English and French) required, as you will regularly serve our clients and do business with Royal Bank of Canada partners and/or employees across Canada with English and French speaking needs.
  3. 10+ years relevant working experience in the industry (preferably in the asset servicing industry).
  4. Demonstrated track record in a relationship management/sales capacity (ideally high complex relationships/targets) in the financial industry.
  5. Excellent interpersonal skills and the ability to create trusted relationships with clients, prospects, and various centers of influence.
  6. Dedicated and results-driven; with strong ability to lead, as well as work both independently and as part of a team.
  7. Demonstrated ability to sell to/navigate complex, multi-level organizations.

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.

  1. Excellent exposure to communicate with various business partners and stakeholders in Investor Services and within other platforms as appropriate.
  2. Opportunity to obtain hands-on experience throughout your role.
  3. Working with an exciting, close-knit, supportive, and dynamic group.
  4. Opportunity to collaborate with other business segments within the bank.
  5. Excellent career development and progression opportunities.
  6. A comprehensive Total Rewards Program including bonuses and flexible benefits.
  7. Competitive compensation.

Job Skills: Customer Service, Customer Success, Decision Making, Emotional Intelligence, Industry Knowledge, Interpersonal Relationship Management, Product Services, Teamwork, Time Management