Bilingual (English and French) Associate, Operations - Account Opening, Modification, and Documentation

What is the opportunity?

As an Account Opening, Modification, and Documentation Associate, Operations, you will be a central point of contact and relationship manager to the RBC Dominion Securities (DS) front office personnel as it pertains to operations matters. You will be a point of escalation for service quality, problem resolution, operational inquiries, and issues/opportunities management. You will also 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.

What will you do?

• Champion service quality awareness and continuous improvement of operational matters for the DS business.
• Subject Matter Expert for service escalation and problem resolution. Use 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.
• Research inquiries, issues, and concerns - "carry 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 (SLA) performance and delivery through ongoing monitoring and coaching within the department and across Canadian Operations, as required, on behalf of DS personnel.
• Proactively identify and monitor group service quality performance gaps/trends against established SLA standards. Analyze root cause and recommend solutions/action plan. Provide advice and counsel for service quality efficiency, effectiveness, and client care opportunities.
• Support 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.
• Develop and enhance 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.
• Participate in cross-functional initiatives with DS and Canadian Operations, acting in a consultative capacity, as required, for the department manager.

What do you need to succeed?

Must-have

• Undergraduate degree in Business Administration, Commerce, Science or Arts
• Bilingualism (English and French) required, as you will regularly do business with RBC partners and/or employees across Canada with English and French speaking needs
• Exceptional relationship management and analytical skills. Ability to communicate and partner effectively with front office professionals (Investment Advisors, Associates, Branch Operations Managers, and Branch Managers) to research and resolve operations related matters
• Broad knowledge of Wealth Management Operations' processes and products (New Accounts/Documentation, Account Transfers, Mutual Funds, QI/FATCA, Fees, Corporate Actions, Dividends/Interest processing, Payments, RESP, etc.)
• Strong foundation in RBC Wealth Management's operational systems, such as Broadridge BTS, ServiceLink, ClientSource, ClientLink, etc.
• Strong understanding of the operations value chain, from new client onboarding to asset transfer-in, trade execution, asset servicing, and client reporting

Nice-to-have

• Intermediate to advanced proficiency with Microsoft Access, Excel, and PowerPoint, and ability to work independently and adhere 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

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.

• 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

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