Brewin Dolphin - Wealth Business Engagement Senior Manager

Job Description

The Chief Administration Office (CAO) supports the Client Facing Teams (CFT) across all business lines through three core principles:
Protect, Sustain, and Grow. The Protect agenda ensures robust first‑line controls and processes for client‑centric outcomes, while Sustain acts as the liaison between front office and client teams, triaging issues to enhance productivity and performance. The Grow principle focuses on creating capacity for client teams through process improvements, high‑quality data, change projects, and training to drive new business opportunities.

The Wealth Business Engagement Senior Manager reports to and supports the Head of Business Engagement to ensure the delivery of BAU activities as well as the effective implementation of functional, operational, and regulatory initiatives, to drive process innovation / improvements and efficiencies across the business.

The successful candidate will work closely with senior leaders across the business, including Core and Intermediaries Business Channels to assess the impact of business‑wide change projects from a client‑facing perspective to ensure successful implementation. The candidate will also have responsibility for leading the central CAO Intermediaries administration team, through effective people management and review of team performance, ensuring that the team and related processes deliver against business SLAs.

RBC’s expectation is that all employees and contractors will work in the office with some flexibility to work up to 1 day per week remotely, depending on working arrangements.

• Represent the Head of Business Engagement and, where required, other CAO pillar heads or the CAO in change projects/initiatives, data remediation, governance, business forums and focused working groups.
• Work with colleagues throughout the business, including the Intermediaries Channel, to ensure system and process changes are implemented with due consideration of the requirements of Client Facing Teams (CFT), including the Intermediaries Channel.
• Produce CFT support material to resolve and improve data quality issues.
• Lead communication and engagement channels with CFTs, including the Intermediaries Channel, working with stakeholders to provide transparency on change and data projects and provide direction where necessary.
• Work with the Head of Regions, Regional Business Managers (RBMs), Office Managers/Engagement Leads, Head of Intermediaries and direct reports to support adoption of changes to systems and business processes within the Offices and across business channels.
• Manage escalations which are either raised by the CAO team or wider business functions to conclusion.
• Represent the business in interaction with external providers, auditors, compliance, and risk teams.
• Ensuring that the Head of Business Engagement and CAO receive timely and relevant Management information and team updates for internal and external reporting purposes.

• Significant experience within the financial services sector, ideally within a wealth management environment.
• Understanding of end‑to‑end business processes and technological impact on relevant areas.
• Up to date knowledge of the regulatory environment and the challenges affecting Wealth Management.
• Strong data skills, able to review & analyse high volumes of data quickly and efficiently. Can determine the most efficient ways to share data with internal stakeholders.
• Able to direct and influence senior colleagues to drive effective decision‑making and execution.
• High levels of emotional intelligence and empathy, with the ability to influence at all levels.
• Able to prioritise competing demands and creating simple and effective outcomes in complex situations.
• Strong written and verbal communication skills, experience communicating with a variety of stakeholders across the business.

• Experience working in a business undergoing significant change is highly favourable.
• Knowledge and experience working with Intermediaries is favourable.

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