Middle Office Associate, Rbc Ph&n Ic

**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**

Middle Office Associate, RBC PH&N IC | Associé(e), Bureau intermédiaire, RBC PH&N SCP

**What is the opportunity?**

As an Associate in the RBC PH&N Investment Counsel (RBC PH&N IC) Middle Office, you will be a central point of contact and relationship manager to the RBC PH&N IC Front Office personnel as it pertains to Operations matters. You will be a point of escalation for service quality and problem resolution, operational inquiries, and issues/opportunities management. You will also liaise with the various operations’ processing centers-of-excellence to research and investigate inquiries and issues, resolve concerns, and champion business requests to ensure a seamless operations service experience.

**What will you do?**
- Champion service quality awareness and continuous improvement of operational matters for the RBC PH&N IC business.
- Act as Subject Matter Expert for service escalation and problem resolution. Use extensive procedural knowledge and technical expertise of group functions for resolution, understanding full impact of the end-to-end process on sales, RBC PH&N IC service cycle/client experience, and Canadian Operations.
- Research inquiries, issues, and concerns - “carry the baton” to obtain status updates, answers, and solutions - providing a true Middle Office service to RBC PH&N IC business partners.
- Advocate for strong Service Level Agreement (SLA) performance and delivery through ongoing monitoring and coaching within the department and across Canadian Operations, as required on behalf of RBC PH&N IC personnel.
- Proactively identify and monitor group service quality performance gaps/trends against established SLA standards. Analyze root cause and recommend solutions/action plan. Provide advice and counsel for service quality efficiency, effectiveness, and client care opportunities.
- Support the implementation of change process of business strategies, evolving interdependencies related to service quality, problem resolution, and related initiatives with field impact or specific to the group.
- Develop and enhance relationships with Service Partners (RBC PH&N IC offices and various departments across Canadian Operations) to enhance interdependency performance, ensuring equitable balance between service efficiency and effectiveness and the client experience.
- Participate in cross-functional initiatives with RBC PH&N IC and Canadian Operations, acting in a consultative capacity as required for the department manager.

**What do you need to succeed?**
**Must-have**
- Bilingualism (English and French) required as you will regularly do business with partners across Canada
- Exceptional relationship management and analytical skills
- Ability to communicate and partner effectively with Front Office professionals (Investment Advisors, Branch Administrators, and Branch Managers) to research and resolve operational matters
- Broad knowledge of Wealth Management Canada Operations' processes and products (New Accounts/Documentation, Account Transfers, Mutual Funds, QI/FATCA, Fees, Corporate Actions, Dividends/Interest processing, Payments, RESP, etc.)
- Strong foundation in RBC Wealth Management’s operational systems (Broadridge BPS, ServiceLink, ClientSource, ClientLink, etc.)
- Strong understanding of Operations value chain from new client onboarding to asset transfer-in, trade execution, asset servicing, and client reporting

**Nice-to-have**
- Post-secondary education
- Strong working knowledge of Microsoft 365 apps, notably Access, Excel, and PowerPoint
- Ability to work independently and adhere to committed deliverables in a fast-paced, dynamic work environment
- Ability to present information and data in a structured manner to stakeholders of varying seniority levels across the organization

**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.
- A comprehensive Total Rewards Program, including bonuses, flexible benefits, and competitive compensation
- Leaders who support your development through coaching and managing opportunities
- Ability to make a difference and lasting impact
- Work in a dynamic, collaborative, progressive, and high-performing team
- Flexible work/life balance options

**Job Summary**

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