Analyst Client Success team
Royal Bank of Canada · TORONTO, Ontario, Canada ·
- Employment
- Full time
- Category
- Customer success
Job Description
What is the opportunity?
Responsible for providing an industry leading client experience throughout the end-to-end lifecycle of onboarding and maintenance of European fund manager and pension fund clients.
What will you do?
The Client Success Team - Relationship Management Analyst is a key member of the Client Success Team, serving as support for the team and point of contact between RBC Internal teams, Sales & Trading as well as RBC Capital Markets clients. This role involves close collaboration with multiple functional partners to ensure the highest level of client service is provided for client satisfaction, and maintaining our support for client retention and growth. CST RM Analyst will be responsible for all cross-product onboarding with primary focus for European fund manager and pension fund clients
Main areas:
Responsible for providing an industry leading client experience throughout the end-to-end lifecycle of onboarding and maintenance.
This role will be responsible for supporting all aspects of pre and post onboarding, providing a professional, attentive, and accurate service to clients and internal business partners, leveraging extensive knowledge of both the client onboarding process, operations and Capital Markets products.
To support a robust client pre and post support experience that can anticipate and quickly react to the consistent challenges that global regulatory changes present to RBC and its clients, and support a continuous relationship management model creating a differentiating service from our peers.
Ensure any necessary data remediations are completed within the agreed timeframe with consistent communication to all partners.
Relationship management:
Supporting and maintaining strong relationship with all our clients both internal and external, assisting senior team members on all onboarding and maintenance requirements.
Obtaining all required client information to enrich the client data profile in CLM to ensure the downstream teams have all the relevant information to complete their due diligence efficiently.
Review outreach requirements for all client documentation updates internally to ensure client contact is minimized.
Assist in various aspects of client reference data attributes including entry request to CLM, client contacts, GID/Funds setups and pre-trade checks and tracking status of onboarding.
Ensure any escalations are raised to the appropriate escalation contacts in an accurate and timely manner, including direct manager for visibility.
Support clients with maintenance request post onboarding such as Corporate Actions, Suspensions, Account/System issues and Reporting coordinating with the relevant business experts.
Reporting and assisting in tracking of client on-boarding progress to business stakeholders, providing transparency and improved client service and in meeting client requests/deadlines.
Assist senior team members in the preparation of client engagement materials (e.g. project plans, meeting minutes, agendas) as directed by reporting manager
Support Senior members in monitoring and drafting for review of Business Head Support requests promptly and accurately ensuring that all requests for Business Head Support are ultimately submitted and approved as part of onboarding process.
Ensure product and process knowledge is learned, updating desk procedures and business process where necessary.
E2E client case management:
Coordinate and help oversee E2E onboarding across all functional partners responsible for providing approvals pertinent to client onboarding and client documentation updates
Build and maintain strong relationships with functional partners in Sales, Office of the COO and our Enterprise Partners.
Continued training and development using CLM tool and ecosystem for all onboarding related activities (e.g. status updates, reporting and document repository)
Help resolve any client escalations promptly and effectively.
Ensure client positions, progress is accurately captured and assist with client reviews and checks as instructed by reporting manager
Process improvement:
Support the strategic vision for the implementation of new strategies to enhance client, business and team experience.
Collaborate with business partners to continually support process improvements to improve and contribute ideas to automate process where possible.
Stay abreast of industry trends and best practices and continuously increase knowledge of people, process, systems and products.
What do you need to succeed?
Advanced Excel proficiency including pivot tables, Power Query, VLOOKUP/XLOOKUP, conditional formatting, and dashboard construction
Strong organizational and time management skills, stakeholder management
Capital Markets experience
Relationship management experience,
Exceptional communication skills with ability to present findings clearly to business stakeholders and management; strong interpersonal skills
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 and flexible benefits, competitive compensation, commissions, and stock where applicable
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
Opportunities to do challenging work
Opportunities to build close relationships with clients
#LI_KA2
Job Skills
Client Onboarding, Client Relationship Management, Communication, Customer Engagement, Customer Interactions, Customer Service, Customer Service Administration, Customer Service Management, Group Problem Solving, Interpersonal Relationships, Problem Management, Product ServicesAdditional Job Details
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Note: Applications will be accepted until 11:59 PM on the day prior to the application deadline date above
Our Employment Opportunities
At RBC, we are guided by living shared values of Client First, Integrity, Collaboration, Respect and Excellence and winning together as One RBC. We believe an inclusive workplace that has diverse perspectives is core to our continued growth as one of the largest and most successful banks in the world. Maintaining a workplace where our employees feel supported to perform at their best, effectively collaborate, drive innovation, and grow professionally helps to bring our Purpose to life and create value for our clients and communities. RBC strives to deliver this through policies and programs intended to foster a workplace based on respect, belonging and opportunity for all.
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RBC is presently inviting candidates to apply for this existing vacancy. Applying to this posting allows you to express your interest in this current career opportunity at RBC. Qualified applicants may be contacted to review their resume in more detail.