Service Associate, Client Transactions Services

Royal Bank of Canada • Mississauga, ON

4d • Onsite

About The Position

The overall purpose of this role is to act as a central point of contact and relationship manager to the Dominion Securities (DS) Front Office personnel as it pertains to Operations matters. The successful incumbent will be a point of escalation for service quality and problem resolution, operational inquiries, and issues / opportunities management. Working as a “Center of Excellence" to the business, Associates will liaise with the various operations’ processing centers-of-excellence to research and investigate inquiries and issues, resolve concerns and champion business requests to ensure a seamless operations service experience.

Requirements

• 4-year degree from an accredited university or equivalent OR High school diploma or equivalent AND 3+ years of job-related experience
• 1+ year prior securities, banking, technology and/or job specific related industry experience
• Exceptional relationship management and analytical skills. Ability to communicate and partner effectively with Front Office professionals (Investment Advisors, Assistants, Branch Administrators, Branch Managers), to research and resolve operations’ related matters.

Nice To Haves

• CFA candidate considered a plus
• Comfortable with working independently and adhering to committed deliverables in a fast-paced, dynamic work environment.

Responsibilities

• Subject Matter Expert for service escalation and problem resolution. Uses extensive procedural knowledge and technical expertise of group functions for resolution, understanding full impact of the end-to-end process on sales, DS service cycle / client experience and Canadian Operations
• Researches inquiries, issues and concerns – “carries the baton” to obtain status updates, answers and solutions – providing a true Middle Office service to DS business partners
• Advocate for strong Service Level Agreement performance and delivery through ongoing monitoring and coaching within the department and across Canadian Operations as required on behalf of DS personnel
• Proactively identifies and monitors group service quality performance gaps/trends against established SLA standards. Analyzes root cause and recommends solutions/action plan. Provides advice and counsel for service quality efficiency and effectiveness and client care opportunities.
• Supports the implementation of change process of business strategies, evolving interdependencies related to service quality, problem resolution and related initiatives with field impact or specific to the group.
• Leverage internal/external contacts to address/resolve issues/opportunities.
• Develops and enhances relationships with Service Partners (DS Offices and various departments across Canadian Operations) to enhance interdependency performance, ensuring equitable balance between service efficiency and effectiveness and the client experience.

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 take on progressively greater accountabilities
• Access to a variety of job opportunities across business and geographies

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED