Job Description

What is the opportunity? 

As Associate, PH&N Middle Office, you will be a central point of contact and relationship manager to the PH&N Front Office personnel as it pertains to Operations matters.  You will be a point of escalation for service quality and problem resolution, operational inquiries, and issues / opportunities management.  You will also 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?

• Champion service quality awareness and continuous improvement of Operational matters for the PH&N business

• 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, PH&N service cycle / client experience and Canadian Operations

• Research inquiries, issues and concerns – “carries the baton” to obtain status updates, answers and solutions – providing a true Middle Office service to PH&N 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 PH&N 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, effectiveness and client care opportunities.

• Support 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.

• Develop and enhances relationships with Service Partners (PH&N Offices and various departments across Canadian Operations) to enhance interdependency performance, ensuring equitable balance between service efficiency and effectiveness and the client experience.

• Participate in cross-functional initiatives with PH&N and Canadian Operations, acting in a consultative capacity as required for the department manager.

      What do you need to succeed?

Must Have

• BBA / BComm / BSc / BA

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

• Broad knowledge of Wealth Management Operations’ processes and/or products (New Accounts / Documentation, Account Transfers, Mutual Funds, QI / FATCA, Fees, Corporate Actions, Dividends / Interest processing, Payments, RESP, etc.)

• Strong foundation in RBC WM’s operational systems, Broadridge BPS, ServiceLink, ClientSource, ClientLink,etc.

• Strong understanding of the Operations’ value chain, from new client onboarding, through to asset transfer-in, trade execution, asset servicing and client reporting.

Nice to Have

• Technical skills required MS Access, MS Excel, MS PowerPoint at an intermediate to advanced level and comfortable with working independently and adhering to committed deliverables in a fast-paced, dynamic work environment.

• Ability to present information and data in a structured manner to stakeholders of varying seniority levels across the organization.

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

RBC is committed to supporting flexible work arrangements when and where available. Details to be discussed with Hiring Manager