What is the opportunity?
The overall purpose of this role is to act as a central point of contact and relationship manager to the Dominion Securities (DS)/Phillips Hager & North Investment Counsel (PH&N IC) Front Office personnel as it pertains to Operations matters.  The successful incumbent will be a point of escalation for service quality and problem resolution, operational inquiries, and issues / opportunities management.  Working as a “Center of Excellence" to the business, Associates will 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?

• Subject Matter Expert for service escalation and problem resolution.  Uses extensive procedural knowledge and technical expertise of group functions for resolution, understanding full impact of the end-to-end process on sales, DS service cycle / client experience and Canadian Operations

• Researches inquiries, issues and concerns – “carries the baton” to obtain status updates, answers and solutions – providing a true Client Transaction & Registered Products service to DS/PH&N IC business partners

• Advocate for strong Service Level Agreement performance and delivery through ongoing monitoring and coaching within the department  and across Canadian Operations as required on behalf of DS/PH&N IC personnel

• Proactively identifies and monitors group service quality performance gaps/trends against established SLA standards.  Analyzes root cause and recommends solutions/action plan. Provides advice and counsel for service quality efficiency and effectiveness and client care opportunities.

• Supports 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.

• Leverage internal/external contacts to address/resolve issues/opportunities.

• Develops and enhances relationships with Service Partners (DS/PN&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

What do you need to succeed?

Must haves:

• 4-year degree from an accredited university or equivalent OR High school diploma or equivalent AND 3+ years of job-related experience

• 1+ year prior securities, banking, technology and/or job specific related industry experience

• Exceptional relationship management and analytical skills.  Ability to communicate and partner effectively with Front Office professionals (Investment Advisors/Counsellors, Assistants, Branch/Front Office Administrators, Branch/Front Office Managers), to research and resolve operations’ related matters.

Nice-to-have:

• CFA candidate considered a plus

• Comfortable with working independently and adhering to committed deliverables in a fast-paced, dynamic work environment.

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

• Flexible work/life balance options

• Opportunities to do challenging work

• Opportunities to take on progressively greater accountabilities   

• Access to a variety of job opportunities across business and geographies

Job Skills

Additional Job Details

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.

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.