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About the Role
The Analyst of the Client Success Team, Relationship Management, serves as support for the Director of Client Success and a point of contact between RBC Capital Markets businesses and clients. This role involves close collaboration with multiple functional partners to enhance client satisfaction, retention and growth. Responsible for supporting a best-in-class client experience through all phases of the client lifecycle focusing on the Global Investment Banking, Corporate Banking, and Securitization businesses. This role will be responsible for all aspects of pre and post onboarding, providing a professional, attentive, and accurate service to clients and internal business partners, leveraging extensive knowledge of both the client onboarding process and Capital Markets operations. Responsible for active pipeline management measured against deal date adherence and escalated when at risk. Support implementation of a robust client pre and post care experience that can anticipate and quickly react to the consistent challenges that global regulatory changes present to RBC and its clients, and contribute to a continuous relationship management model creating a differentiating service from our peers.
Responsibilities
- Ensure end-to-end client satisfaction is attained throughout the pre and post onboarding lifecycle while acting as the primary point of contact for RBC business partners.
- Build and maintain strong relationships with clients by educating and guiding them through the RBC onboarding process.
- Coordinate outreach for client documentation updates and ensure client contact is minimized with maximum effect, transparency, and any necessary escalations are performed in an accurate and timely manner.
- Act as a central point of contact for RBC Capital Markets business partners and internal functional teams, escalating as needed to ensure deadlines are met.
- Coordinate and oversee E2E onboarding, and enforce service level expectations across functional partners responsible for performing activities pertinent to client onboarding.
- Build and maintain strong relationships with functional partners in Sales, Operations and Enterprise Partners.
- Utilize CLM tool and ecosystem for all onboarding related activities (e.g. status updates and document repository).
- Assume ownership and accountability for the resolution of complex issues and concerns relating to client onboarding and client documentation updates.
Requirements
- Bachelor’s Degree or equivalent/similar.
- Some onboarding experience preferred or experience in a related role (KYC, operations, regulations, credit risk).
- Basic understanding of Capital Markets.
- Proficient in MS Excel and experience with CRM systems or onboarding platforms.
- Excellent communication skills, both written and verbal.
- Proactive team player, self-motivated with strong organizational and time management skills (able to prioritize to meet the face paced demands of the capital markets business).
- Strong sense of accountability and ownership over "client experience" and end-to-end client on-boarding processes.
- Ability to successfully navigate a complex infrastructure that involves numerous groups and individuals.
- Understanding of change management to support the evolving nature of change related to business and regulator requirements as applicable.
Skills
- Auditing
- Audits Compliance
- Communication
- Data Gathering Analysis
- Detail-Oriented
- Financial Regulation
- Internal Controls
- Organizational Governance
- Process Management
- Quality Orientation
Location
- Toronto, Canada
Work Type
- Full time
Education Level
- Bachelor’s Degree
Benefits
- 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
- Opportunities to do challenging work
- Opportunities to build close relationships with clients
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.