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About the Role

This role supports our largest and most strategic institutional clients at RBC IS, focusing on retaining and growing client relationships, reducing service challenges, and anticipating needs through proactive account management. The Director, Relationship Management is responsible for building and delivering exceptional client service across the full lifecycle of our strategic clients’ experience with RBC IS, ensuring mutual success through strong engagement and exceptional service. They must also build strong relationships across various internal support groups and approach client needs with a consultative, solutions-oriented mindset, demonstrating initiative, energy, and superior execution.

Responsibilities

Ensure deep connectivity at client’s executive, management and operational levels to fully understand client requirements and strategic direction.
Own the client strategy and overall quality of engagement with client.
Fully understand complete IS product scope and value proposition.
Lead annual Strategic Relationship process coordinating executive team members from both organizations to review clients’ strategic plans and our response.
Coordinate internal approach ensuring full knowledge of all client initiatives and issues.
Work closely with Operations, Client Management, Product and other key support teams ensuring client’s expectations are fully understood and met.
Provide client feedback regarding product functionality and future trends to business heads.
Manage client escalations.
Manage all contractual agreement negotiations.
Constantly explore and develop upsell and cross sell opportunities.

Requirements

University degree (or equivalent).
10+ years relevant working experience in the industry (preferably in the asset servicing industry).
Demonstrated track record in a relationship management/sales capacity (ideally high complex relationships/targets) in the financial industry.
Excellent interpersonal skills and the ability to create trusted relationships with clients, prospects, and various centers of influence.
Dedicated and results driven; with strong ability to lead, as well as work both independently and as part of a team.
Demonstrated ability to sell to/navigate complex, multi-level organizations.
French is beneficial as you may serve our clients and do business with RBC partners and/or employees across Canada with English and French speaking needs.

Skills

Customer Service
Customer Success
Decision Making
Emotional Intelligence
Industry Knowledge
Interpersonal Relationship Management
Product Services
Teamwork
Time Management

Location

RBC CENTRE, 155 WELLINGTON ST W:TORONTO
Toronto
Canada

Work Type

Full time
Salaried

Experience Level

10+ years relevant working experience

Education Level

University degree (or equivalent)

Benefits

A comprehensive Total Rewards Program including bonuses and flexible benefits
Competitive compensation

About the Company

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.
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.