Service Specialist, Operations-resps

What is the opportunity?

The overall purpose of this role is to act as a central point of contact and relationship manager to the Front Office and internal business partners 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. The incumbent will liaise with the various operations' processing centres-of-excellence to research and investigate inquiries and issues, resolve concerns and champion business and other internal partner requests to ensure a seamless operations service experience.

What will you do?

• Champions service quality awareness and continuous improvement of all Operational matters for our partners
• 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 of Canadian Operations
• Research inquiries, issues and concerns to obtain status updates, answers and solutions providing seamless service to our business and internal partners.
• Advocate for strong Service Level Agreement performance and delivery through ongoing monitoring and coaching within the department and across Canadian Operations as required.
• 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.
• Leverage internal/external contacts to address/resolve issues/opportunities.
• Develops and enhances relationships with Service Partners (e.g. Front Office Associates and Advisors/Investment Counsellors, etc) and various departments across Canadian Operations to enhance interdependency performance, ensuring equitable balance between service efficiency and effectiveness and the client experience.

• 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.
• Participates in cross-functional initiatives with different business partners and Canadian Operations, acting in a consultative capacity as required for the department manager.
• Liaise with other teams (Canadian Operations, IT, etc.) during development of functional specification and design documents.
• Reconcile reports.
• Work closely with SMEs, Project Managers, and other Canadian Operations teams to deliver solutions.

What do you need to succeed?

Must-have

• Exceptional relationship management and analytical skills. Ability to communicate and partner effectively with Front Office professionals (Investment Counsellors, Portfolio Managers, etc.) to research and resolve operations' related matters.
• Broad knowledge of Wealth Management Operations' processes and/or products (New Accounts / Documentation, Account Transfers, Mutual Funds, QI / FATCA, Fees, Corporate Actions, Dividends / Interest processing, Payments, RESP, etc.)
• Strong foundation in RBC WM's operational systems, Broadridge BPS, ServiceLink, ClientSource, ClientLink, etc.
• Strong understanding of the operations' value chain, from new client onboarding, through to asset transfer-in, trade execution, asset servicing and client reporting.
• Technical skills required - MS Access, MS Excel, MS PowerPoint at an intermediate to advanced level.
• Comfortable with working independently and adhering to committed deliverables in a fast-paced, dynamic work environment.
• Ability to present information and data in a structured manner to stakeholders of varying seniority levels across the organization.

• Nice-to-have
• 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

• CFA candidate considered a plus.
• French

What's in it for you?

We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to help our clients thrive and communities prosper. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.

• 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
• Flexible work/life balance options
• Opportunities to do challenging work
• Opportunities to take on progressively greater accountabilities
• Access to a variety of job opportunities across business

Job Skills

Additional Job Details

Note: Applications will be accepted until 11:59 PM on the day prior to the application deadline date above