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Job Summary

Job Description

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) 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 Middle Office service to DS 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 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 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 Have

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, Assistants, Branch Administrators, Branch 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

Customer Service Management, Detail-Oriented, Financial Risk Management (FRM), Interpersonal Relationship Management, Investment Performance Measurement, Results-Oriented, Risk Management, System Applications, Treasury Management

Address

Additional Job Details

180 WELLINGTON ST W:TORONTO

City

TORONTO

Country

Canada

Work Hours/week

37.5

Employment Type

Full time

Platform

WEALTH MANAGEMENT

Job Type

Regular

Pay Type

Salaried

Posted Date

2025-01-06

Application Deadline

2025-01-20

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

Inclusion and Equal Opportunity Employment

At RBC, we embrace diversity and inclusion for innovation and growth. We are committed to building inclusive teams and an equitable workplace for our employees to bring their true selves to work. We are taking actions to tackle issues of inequity and systemic bias to support our diverse talent, clients and communities.

We also strive to provide an accessible candidate experience for our prospective employees with different abilities. Please let us know if you need any accommodations during the recruitment process.

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Expand your limits and create a new future together at RBC. Find out how we use our passion and drive to enhance the well-being of our clients and communities at jobs.rbc.com.

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