Director - Client Success Team, Relationship Management

Responsible for leading and supporting a best-in-class client experience through all phases of the client lifecycle focusing on the Global Investment Banking, Corporate Banking, and Securitization businesses.

This role will be responsible for all aspects of pre and post onboarding, providing a professional, attentive, and accurate service to clients and internal business partners, leveraging extensive knowledge of both the client onboarding process and Capital Markets operations.

Responsible for active pipeline management measured against deal date adherence and escalated when at risk.

To implement a robust client pre and post care experience that can anticipate and quickly react to the consistent challenges that global regulatory changes present to RBC and its clients, and contribute to a continuous relationship management model creating a differentiating service from our peers

Ensure end-to-end client satisfaction is attained throughout the pre and post onboarding lifecycle while acting as the primary point of contact for RBC business partners

Where required build and maintain strong relationship 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, transparency, and any necessary escalations are performed in an accurate and timely manner

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 E2E onboarding, and enforce service level expectations across functional partners responsible for performing activities pertinent to client onboarding

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

Utilize CLM tool and ecosystem for all onboarding related activities (e.g. 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

Own the strategic vision for the implementation of strategies to enhance client and employee experience

Collaborate with business partners to continually seek process improvements

Provide clear and meaningful client experience service level, KPI, and KRI reporting to functional stakeholders and senior executives.

Analysis of client success metrics and data to make informed decisions to improve client satisfaction

Stay abreast of industry trends and best practices

Ensure team operates effectively by adhering to the defined E2E onboarding methodology and policies

Selects and builds high performing teams, leveraging individual capabilities and strengths

Provides coaching, mentoring and professional development that further embeds the right cultural norms and values

Actively works to identify future leaders, ensuring high employee engagement and promotes positive communication

Takes a strategic view of resourcing and reskilling to accommodate changes in the business as well as evolving regulatory requirements and technology

Drives a client first and change culture throughout the organization

Develop training programs to enhance skills and knowledge of team

Proven leadership experience in Capital Markets 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…