Associate Director - Client Success Team, Relationship Management
About The Position
The Associate Director of the Client Success Team, Relationship Management, is a key member of the team, serving as support for the Director of Client Success and senior 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 leading and 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.
Requirements
- Bachelor's degree with 7 to 10 years of relevant experience
- Proven leadership experience with a focus on client experience and onboarding
- In-depth knowledge of KYC/AML, financial regulations, compliance requirements, and industry best practices
- Strong strategic thinking, problem-solving, and decision-making skills
- Excellent communication and interpersonal abilities to effectively liaise with diverse teams and clients
- Ability to innovate and adapt to evolving market dynamics
- Experience in defining and establishing new business processes and forming strong relationships across front office businesses and functions
- Experience operating in a highly complex and somewhat ambiguous environment.
- Agility and adaptability to support the day-to-day operation of the team while supporting ongoing evolution of the function.
- Strong people leadership skills to manage, motivate and inspire a workforce
- Understanding of change management to support the evolving nature of change related to business and regulator requirements as applicable.
- 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).
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
- Support the strategic vision for the implementation of strategies to enhance client, business, and employee experience
- Collaborate with business partners to continually seek process improvements
- Stay abreast of industry trends and best practices
- Ensure team operates effectively by adhering to the defined E2E onboarding methodology and policies
- Selects and builds high performing teams, leveraging individual capabilities and strengths
- Provides coaching, mentoring and professional development that further embeds the right cultural norms and values
- Develop training programs to enhance skills and knowledge of team
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
- Opportunities to do challenging work
- Opportunities to building close relationships with clients
- 401(k) program with company-matching contributions
- health, dental, vision, life and disability insurance
- paid time-off plan
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
