What is the opportunity?

Associate Director of the Client Success Team, Relationship Management, is a key member of the team, serving as support for the Director of Client Success and senior point of contact between RBC Capital Markets businesses and clients. This role involves close collaboration with multiple functional partners to enhance client satisfaction, retention and growth.

Key Responsibilities

• Relationship management: ensure end‑to‑end client satisfaction throughout the pre and post onboarding lifecycle while acting as the primary point of contact for RBC business partners.


• Build and maintain robust relationships with clients by educating and guiding them through the RBC onboarding process.


• Coordinate outreach for client documentation updates and ensure client contact is minimized with maximum effect; perform any necessary escalations accurately and timely.


• Act as a central point of contact for RBC Capital Markets business partners and internal functional teams, escalating as needed to ensure deadlines are met.


• Coordinate and oversee end‑to‑end onboarding, enforce service‑level expectations across functional partners responsible for activities pertinent to client onboarding.


• Build and maintain strong relationships with functional partners in Sales, Operations and Enterprise Partners.


• Utilize the CLM tool and ecosystem for all onboarding related activities, such as status updates and document repository.






• Assume ownership and accountability for the resolution of complex issues and concerns relating to client onboarding and client documentation updates.


• Support the strategic vision for the implementation of strategies to enhance client, business, and employee experience.


• Collaborate with business partners to continually seek process improvements.


• Stay abreast of industry trends and best practices.


• Ensure the team operates effectively by adhering to the defined end‑to‑end onboarding methodology and policies.


• Select and build high‑performing teams, leveraging individual capabilities and strengths.


• Provide coaching, mentoring and professional development that further embeds the right cultural norms and values.


• Develop training programs to enhance skills and knowledge of the team.

Qualifications

• Bachelor’s degree with 7 to 10 years of relevant experience.


• Proven leadership experience with a focus on client experience and onboarding.


• In‑depth knowledge of KYC/AML, financial regulations, compliance requirements, and industry best practices.


• Strong strategic thinking, problem‑solving, and decision‑making skills.


• Excellent communication and interpersonal abilities to effectively liaise with diverse teams and clients.






• Ability to innovate and adapt to evolving market dynamics.


• Experience in defining and establishing new business processes and forming strong relationships across front‑office businesses and functions.


• Experience operating in a highly complex and somewhat ambiguous environment.


• Agility and adaptability to support the day‑to‑day operation of the team while supporting ongoing evolution of the function.


• Strong people leadership skills to manage, motivate and inspire a workforce.


• Understanding of change management to support the evolving nature of change related to business and regulator requirements as applicable.


• Proactive team player, self‑motivated with strong organizational and time‑management skills (able to prioritize to meet the face‑paced demands of the capital markets business).

Benefits

• A comprehensive Total Rewards Program including bonuses and flexible benefits, competitive compensation, commissions, and stock where applicable.


• Work in a dynamic, collaborative, progressive, and high‑performing team.


• Opportunities to do challenging work.


• Opportunities to build close relationships with clients.


• Access to a variety of job opportunities across business and geographies.

Job Details

Address: RBC CENTRE, 155 WELLINGTON ST W, Toronto, Canada

Work hours per week: 37.5

Employment type: Full time

Platform: CAPITAL MARKETS

Job type: Regular

Pay type: Salaried