Analyst, Client Success Team Relationship Management

RBC • Toronto, ON

4d • Onsite

About The Position

The Analyst of Client Success is a key member of the Client Success Team, serving as support for the Client Success Team and point of contact between RBC Internal teams, Sales & Trading as well as RBC Capital Markets clients. This role involves close collaboration with multiple functional partners to ensure the highest level of client service is provided for client satisfaction, and maintaining our support for client retention and growth. CST RM Analyst will be responsible for all cross-product onboarding with primary focus in their primary region for their client sector.
Responsible for providing an industry leading client experience throughout the end-to-end lifecycle of onboarding and maintenance. This role will be responsible for supporting 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, operations and Capital Markets products.
To support a robust client pre and post support experience that can anticipate and quickly react to the consistent challenges that global regulatory changes present to RBC and its clients, and support a continuous relationship management model creating a differentiating service from our peers. Ensure any necessary data remediations are completed within the agreed timeframe with consistent communication to all partners.

Requirements

• Bachelor's degree
• Experience in Capital Markets with a focus on client experience and onboarding
• Must have professional agility and adaptability
• Knowledge of credit, trading documentation, financial regulations, compliance requirements, and industry best practices
• Experience operating in a highly complex, fast-paced and somewhat ambiguous environment
• Problem-solving, and decision-making skills
• Excellent communication skills, both written and verbal, to effectively liaise with diverse teams and clients
• Proactive, team player, self-motivated with strong organizational and time management skills (must be able to prioritize and re-prioritize tasks to meet the fast- paced demands of the trading environment)
• Collaborative mind-set with strong interpersonal skills
• Advanced computer skills (Excel, Word, PowerPoint, etc)

Responsibilities

• Supporting and maintaining strong relationship with all our clients both internal and external, assisting senior team members on all onboarding and maintenance requirements.
• Obtaining all required client information to enrich the client data profile in CLM to ensure the downstream teams have all the relevant information to complete their due diligence efficiently.
• Review outreach requirements for all client documentation updates internally to ensure client contact is minimized.
• Assist in various aspects of client reference data attributes including entry request to CLM, client contacts, GID/Funds setups and pre-trade checks and tracing status of onboarding.
• Ensure any escalations are raised to the appropriate escalation contacts in an accurate and timely manner, including direct manager for visibility.
• Support clients with maintenance request post onboarding such as Corporate Actions, Suspensions, Account/System issues and Reporting coordinating with the relevant business experts.
• Reporting and assisting in tracking of client on-boarding progress to business stakeholders, providing transparency and improved client service and in meeting client requests /deadlines.
• Assist senior team members in the preparation of client engagement materials (e.g. project plans, meeting minutes, agendas) as directed by reporting manager.
• Support Senior members in monitoring and drafting for review of Business Head Support requests promptly and accurately ensuring that all requests for Business Head Support are ultimately submitted and approved as part of onboarding process.
• Ensure product and process knowledge is learned, updating desk procedures and business process where necessary.
• Coordinate and help oversee E2E onboarding across all functional partners responsible for providing approvals pertinent to client onboarding and client documentation updates
• Build and maintain strong relationships with functional partners in Sales, Office of the COO and our Enterprise Partners.
• Continued training and development using CLM tool and ecosystem for all onboarding related activities (e.g. status updates, reporting and document repository)
• Help resolve any client escalations promptly and effectively.
• Ensure client positions, progress is accurately captured and assist with client reviews and checks as instructed by reporting manager
• Support the strategic vision for the implementation of new strategies to enhance client, business and team experience.
• Collaborate with business partners to continually support process improvements to improve and contribute ideas to automate process where possible.
• Stay abreast of industry trends and best practices and continuously increase knowledge of people, process, systems and products.
• CST RM is responsible for ensuring the collection of all client trading and credit information to submit the requests in Fenergo.
• Follow up and escalation of internal approvals.
• Requesting trading accounts and downstream system access.
• Support to Data and Operations teams for client accounts that have been suspended, deactivated or closed.

Benefits

• A comprehensive Total Rewards Program including bonuses and flexible benefits, competitive compensation
• Leaders who support your development through coaching and managing opportunities
• Work in a dynamic, collaborative, progressive, and high-performing team
• Opportunities to do challenging work
• Flexible work/life balance options

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level