Service Associate Operations, Client Transactions and Registered Products

RBC•Toronto, ON

9d•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)/Phillips Hager & North Investment Counsel (PH&N IC) 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/Counsellors, Assistants, Branch/Front Office Administrators, Branch/Front Office 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 Client Transaction & Registered Products service to DS/PH&N IC 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/PH&N IC 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/PN&N IC Offices and various departments across Canadian Operations) to enhance interdependency performance, ensuring equitable balance between service efficiency and effectiveness and the client experience