What is the opportunity?
Service Assurance (SA) is the operational service contact accountable for overall client satisfaction with RBC Investor & Treasury Services (RBC I&TS). Service Assurance leads the client engagement for Mid-Market clients and owns the RBC operating model and services provided and is accountable for the overall client experience and satisfaction with RBC I&TS, ensuring that what we deliver and how we deliver it aligns with or exceeds their expectations.
In this role, you will bring technical and working knowledge of all client activities and touch points across both organizations (client and RBC). You will be responsible for the day to day management of all client engagements, ensuring service standards are and managed in an efficient manner and aligned with the parameters of tasks set for the Mid-Market segment. You will work with operational teams to direct the model as we collaborate to serve our clients better and win as One RBC. This will deliver an immediately noticeable improvement to the client service provided by RBC I&TS.
What will you do?
Execute to the agreed Mid-Market service model as defined, to deliver tasks as defined by the role task list and advance the use of RBC technology and available self-service options to the client and to ensure the most efficient service model possible.
Act as the operational point of contact for RBC clients with accountability for the level of client service provided; Act as the technical engineer in the RBC I&TS operating models and ensure execution in line with the stated parameters of servicing.
Work directly with client leaders with a focus on: technology, model simplification, greater efficiency and automation of client process, and identifying, predicting and proactively managing future state developments.
Manage client activity logs including day to day activities/issues and on-boarding events and ensure the RBC service standards are met through daily review of key data, issue tracker and query management
Support the management and execution of all RBC change events including regulatory and industry change, and client imposed change, as well as manage multiple stakeholders within RBC and the client organization to ensure client expectations are met.
Support all initiatives aimed at improving and enhancing overall client satisfaction with I&TS services and for providing technical expertise to support RBC clients’ objectives.
Conduct client analysis based on KPI data, query logs, action logs, BAU information, client information, etc. to assess service offering and performance.
What do you need to succeed?
2+ years of progressive financial services experience and direct experience managing clients with a global footprint
Degree qualified (Commerce, Economics, or Business)
High level of technical operational expertise
Knowledge of risk management (identification and mitigation)
Exceptional client facing skills with demonstrated change management skills
General working knowledge of factors affecting business and industry including trends in the marketplace, technology and competitors
Experience in project/programme support
Experience with RBC service offerings
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 & Treasury Services and within other platforms as appropriate
Opportunity to obtain handson experience throughout your role
Working with an exciting, closeknit, 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
Address: 6880 Financial Drive
Work Hours/Week: 37.5
Work Environment: Office
Employment Type: Permanent
Career Level: Experienced Hire/Professional
Pay Type: Salaried
Position Level: PL09
Required Travel(%): 0
People Manager: No
Application Deadline: 06/08/2020
Req ID: 237143