Job Summary

Job Description

What is the opportunity?

Service Assurance is the operational service contact accountable for overall client satisfaction with RBC Investor Services (IS) . Service Assurance leads the client engagement for Mid-Market clients. Service Assurance owns the RBC operating model and services provided and is accountable for the overall client experience and satisfaction with RBC IS, ensuring that what we deliver and how we deliver it aligns with or exceeds their expectations.

In this role, you will bring technical and working knowledge of all client activities and touch points across both organizations (client and RBC). You will support increased use of RBC technology for self-serve options to meet their business objectives and improve our efficiency. You will be responsible for the day to day management of all client engagements, ensuring service standards are and managed in an efficient manner and aligned with the parameters of tasks set for the Mid-Market segment. In addition, you will work with operational teams to direct the model as we collaborate to serve our clients better and win as One RBC. This will deliver an immediately noticeable improvement to the client service provided by RBC IS. Global Client Coverage remains accountable for growing our strategic relationships and all sales enquiries/opportunities must be passed to Coverage for review and execution.

What will you do?

Execute to the agreed Mid-Market service model as defined, to deliver tasks as defined by the role task list. To advance the use of RBC technology and available self-service options to the client and to ensure the most efficient service model possible.Acts as the operational point of contact for RBC clients and be accountability for the level of client service provided.Act as the technical engineer in the RBCIS operating models and ensures execution in line with the stated parameters of servicing.Work directly with client leaders with a focus on: technology, model simplification, greater efficiency and automation of client process, and identifying, predicting and proactively managing future state developments.Manage client activity logs including day to day activities/issues and on-boarding events and ensure the RBC service standards are met through daily review of key data, issue tracker and query management.Support the management and execution of all RBC change events including regulatory and industry change, and client imposed change and manage multiple stakeholders within RBC and the client organization to ensure client expectations are met.Support all initiatives aimed at improving and enhancing overall client satisfaction with RBCIS services and for providing technical expertise to support RBC clients’ objectives.Conduct client analysis based on KPI data, query logs, action logs, BAU information and client information to assess service offering and performance

What do you need to succeed?

Must-have

Degree qualified (Commerce, Economics, Business)3 years + managing clients with a global footprintHigh level of technical operational expertiseExcellent communication skills (oral, written and non-verbal) and ability to operate alongside senior leaders, functional leads.Ability to support, negotiate, collaborate and bring people togetherGeneral working knowledge of factors affecting business and industry including trends in the marketplace, technology and competitors

Nice-to-have

Experience with RBC service offeringsGood working knowledge of RBC system infrastructure

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.

Excellent exposure to communicate with various business partners and stakeholders in RBCIS and within other platforms as appropriateOpportunity to obtain hands-on experience throughout your roleWorking with an exciting, close-knit, supportive & dynamic groupOpportunity to collaborate with other business segments within the bankExcellent career development and progression opportunitiesA comprehensive Total Rewards Program including bonuses and flexible benefitsCompetitive compensation

Job Skills

Active Learning, Adaptability, Communication, Customer Service, Detail-Oriented, Group Problem Solving, Interpersonal Relationship Management, Product Services

Additional Job Details

Address:

MEADOWVALE BUSINESS PARK, 6880 FINANCIAL DR:MISSISSAUGA

City:

MISSISSAUGA

Country:

Canada

Work hours/week:

37.5

Employment Type:

Full time

Platform:

WEALTH MANAGEMENT

Job Type:

Regular

Pay Type:

Salaried

Posted Date:

2025-07-02

Application Deadline:

2025-07-16

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

Inclusion and Equal Opportunity Employment

At RBC, we believe an inclusive workplace that has diverse perspectives is core to our continued growth as one of the largest and most successful banks in the world. Maintaining a workplace where our employees feel supported to perform at their best, effectively collaborate, drive innovation, and grow professionally helps to bring our Purpose to life and create value for our clients and communities. RBC strives to deliver this through policies and programs intended to foster a workplace based on respect, belonging and opportunity for all.

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Expand your limits and create a new future together at RBC. Find out how we use our passion and drive to enhance the well-being of our clients and communities at jobs.rbc.com.