Director - Client Success Team, Relationship Management

RBC • New York, NY

23h • $160,000 - $250,000

About The Position

What is the opportunity? The Director of Client Success Team, Relationship Management is a key member of the Client Success Team, serving as the team lead, product/industry specialist, and primary point of contact for between RBC Capital Markets businesses and clients. This role involves strategic planning, team leadership, and close collaboration with various 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. To implement 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

• Proven leadership experience in Capital Markets 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
• Track record of driving operational excellence and optimizing onboarding processes
• Change mindset with the ability to innovate and adapt to evolving market dynamics
• Demonstrated 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. Have professional agility and adaptability to support the day-to-day operation of the team while leading ongoing evolution of the function.
• Bachelors Degree with 10 to 12 years of experience

Nice To Haves

• MBA or CFA
• 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

• Relationship management: 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
• Where required build and maintain strong relationship 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
• E2E client case management: 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
• Process improvement: Own the strategic vision for the implementation of strategies to enhance client and employee experience
• Collaborate with business partners to continually seek process improvements
• Provide clear and meaningful client experience service level, KPI, and KRI reporting to functional stakeholders and senior executives.
• Analysis of client success metrics and data to make informed decisions to improve client satisfaction
• Stay abreast of industry trends and best practices
• People Leadership 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
• Actively works to identify future leaders, ensuring high employee engagement and promotes positive communication
• Takes a strategic view of resourcing and reskilling to accommodate changes in the business as well as evolving regulatory requirements and technology
• Drives a client first and change culture throughout the organization
• Develop training programs to enhance skills and knowledge of team

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 building close relationships with clients

What This Job Offers

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