Bilingual Client Service Manager

What is the opportunity?

Client Management is accountable for the overall client experience and satisfaction with RBC Investor Services ("RBCIS"), ensuring that what we deliver and how we deliver it, aligns with, or exceeds their expectations. The role brings technical and working knowledge of all client activities and touch points across both organizations (client and RBCIS).

The Client Manager will support increased interoperability to meet the business objectives and improve efficiencies. Responsible for the day-to-day management and enhancing service delivery associated with Funds, Pensions, Insurance, Corporate Custody, Family Offices, etc., the role works alongside operational teams to serve our clients and win as One RBC. The role also provides support and manages escalations applicable business partners and management.

What will you do?

• Responsible for day-to-day client support and client experience, fostering simplification to the operating model.
• Support increased use of RBC technology by clients for self-serve options to meet their business objectives and improve our efficiency.
• Act as primary day to day operational lead for clients with overall accountability for operational delivery and service support. This includes the management of the escalations, collection of documents, coordinating new accounts and services.
• 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.
• Liaise with clients on RBCIS initiatives, projects and change management.
• Work with Client Representative and Client Partner to ensure positive client experiences while ensuring all policies and procedures are followed to reduce risk to RBCIS.

What do you need to succeed?

Must have:

• Bilingualism (English and French) required, as you will regularly serve our clients and do business with RBC partners and/or employees across Canada with English and French speaking needs
• 7+ of progressive financial services experience
• 5 years+ managing Canadian custody clients and with a global footprint.
• Excellent communication skills (oral, written, and non-verbal) skills including negotiation and influencing at a senior level.
• Ability to support, negotiate, collaborate, and bring people together.
• General working knowledge of factors affecting business and industry including trends in the marketplace, technology, and competitors.
• Knowledge of Canadian pension plan regulations and fiduciary responsibilities

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 within the bank
• Excellent career development and progression opportunities
• A comprehensive Total Rewards Program including bonuses and flexible benefits
• Competitive compensation

Job Skills

Additional Job Details

Note: Applications will be accepted until 11:59 PM on the day prior to the application deadline date above