Analyst, Client Management (Global Transaction Banking)

RBC•Toronto, ON

2d•Onsite

About The Position

Join our Global Transaction Banking (GTB) team as a GTB Analyst and provide high quality client service to GTB clients to drive business growth and strengthen client relationships. Engage directly with GTB’s global client base and collaborate with various internal and external stakeholders, in matters relating to global payments and settlements, reinforcing RBC's commitment to excellence in transaction banking. The position is accountable for delivering best-in-class service and support by adopting a client-centric approach when responding to client inquiries across all communication channels. This role requires a demonstrated commitment to excellence and ability to deliver against defined service level agreements (SLAs) while maintaining strong productivity metrics and driving continuous efficiency improvements. Working alongside GTB colleagues, you will drive client service excellence, strengthen client partnerships, and directly contribute to both retention and revenue growth—making a tangible impact on client success and your own career trajectory.

Requirements

Customer Service/Service Partner Orientation
Teamwork and Cooperation
Conceptual Thinking
Business Orientation
Achievement Motivation
Impact and Influence
Cash Management service experience and/or product knowledge
Excellent oral and written communication skills and interpersonal skills in dealing with internal and external stakeholders
Demonstrated analytical and problem-solving skills.
Excellent knowledge of Microsoft Office software

Nice To Haves

Bachelor of Commerce or equivalent
Knowledge of SWIFT, Payments Canada rules, Lynx and Payments & Trade related systems.
Understanding of GTB-specific cash management products

Responsibilities

Deliver exceptional client service by maintaining consistent communication standards, proactively address client needs, and ensure all service touchpoints meet or exceed expectations.
Act as the primary escalation point for complex or high-priority client service issues, take ownership of escalated client issues to resolution. Investigate root causes, coordinate responses across internal teams, and communicate resolution plans to clients within 24 hours of escalation. Reduces average resolution time by identifying patterns and implementing preventative measures.
Lead the preparation and delivery of quarterly service reviews for assigned GTB clients in partnership with Relationship Managers, Vice Presidents and Associates. Develop and review materials that include service performance metrics, product utilization analysis, upcoming initiatives, and recommendations for enhanced value delivery.
Identify service gaps and operational bottlenecks affecting client experience through data analysis and direct client feedback. Recommend and implement at least two process improvements annually that enhance service quality, reduce turnaround time, or lower operational costs.
Supports the Client Management team's retention and growth strategies by providing service excellence that strengthens client relationships that creates expansion opportunities. Contribute to full retention of assigned client relationships.
sharing knowledge, supporting colleagues during high-volume periods, and contributing to team goals. Participates actively in team meetings, offers constructive input on service improvements, and mentors junior team members. Demonstrates commitment to collective success by stepping in to assist with coverage and special projects as needed.
Monitor industry trends and regulatory developments to identify product opportunities with focus on emerging areas including AI applications in correspondent banking, real-time-payment rails, and cross border payment regulations.

Benefits

bonuses
flexible benefits
competitive compensation
commissions
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.