Operations Service Specialist - Estates and Trusts | Spécialiste, Exploitation, Successions et fiducies

Location: Montreal

Job Description

What is the opportunity?As a Service Specialist in the Estates and Trusts team, you will act as a central point of contact and relationship manager to the Front Office and internal business partners as it pertains to Operations matters. You will be a point of escalation for service quality and problem resolution, operational inquiries, and issues / opportunities management. You 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

Researches 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.

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.

Prepare accurate, timely documentation and reports

What do you need to succeed?
Must-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

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.

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 in business, finance or related field

CFA candidate considered a plus

This role, which is both client-facing and involves frequent interaction with our head office in Toronto, requires fluency in both French and English in order to communicate effectively with the people you serve and the broader RBC team.

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 great benefits, annual incentive program and recognition

Leaders who support your development

A dynamic, collaborative, and high-performing team

Work-life integration

Positive work culture emphasizing diversity and inclusion, volunteerism and community involvement

Job Skills
Adaptability, Critical Thinking, Customer Service, Decision Making, Interpersonal Relationship Management, Operational Delivery, Process Improvements, Time Management
Additional Job Details

Address:

1 PLACE VILLE MARIE:

MONTRÉAL

City:

Montréal

Country:

Canada

Work hours/week:

37.5

Employment Type:

Full time

Platform:

WEALTH MANAGEMENT

Job Type:

Regular

Pay Type:

Salaried

Posted Date:

Final date to receive applications:

Note: Applications will be accepted until 11:59…