Job Summary

Job Description

What is the opportunity?

The Associate Director of the Entitlement Services Support (ESS) team will manage the daily requirements of a client support team, ensuring a ‘first time right’ approach, leading to a positive experience for our client partners. The role provides opportunity for effective collaboration with many business industry partners, both internally and externally.

This role will actively participate in the implementation of continuous quality controls and technological efficiencies with a high focus on risk mitigation and client self-serve opportunities.

           

What will you do?

Provide support to the Director/Managing Director of Client Management and leading the Entitlements Services Support (ESS) team, ensuring satisfactory client interaction.Provide procedural and technical support to staff, fostering a ‘first time right’ mindset, while mitigating associated risk.Act as the senior point of escalation for client issues and complaints, resulting in timely resolution and client satisfaction.Develop, propose and assist in implementing strategies to improve processes.Ensure RBCIS’ vision and values are understood, while supporting and reinforcing client focused behaviours that contribute to RBCIS’ goals.

      

What do you need to succeed?

Must-have

Display an in-depth knowledge of Entitlements of all types.7 years of Entitlement or Securities related experience.Comfortable presenting Entitlement related items to clients and managing difficult client interactions.Display an understanding of SWIFT messaging, notification, payment and tender processes, and taxation as it affects Entitlements.Understanding of the risk associated with Entitlements.Understand market processes and practices pertaining to Entitlements transactions (i.e. transfer agent, sub-custodian and depository practices).Excellent written and verbal communication skills.

Nice-to-have

Understanding of related transactions such as transitions, trade settlement etc. and how they inter-relate to Entitlement events.Display an understanding of Tax requirements as they pertain to Entitlement processing.Familiarity of overall Custody Business

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 Investor Services and within other platforms as appropriateWorking 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

Business Process Improvements, Commercial Acumen, Customer Service Management, Decision Making, Detail-Oriented, Product Services, Quality Management, Risk Management

Additional Job Details

Address:

RBC CENTRE, 155 WELLINGTON ST W:TORONTO

City:

TORONTO

Country:

Canada

Work hours/week:

37.5

Employment Type:

Full time

Platform:

WEALTH MANAGEMENT

Job Type:

Regular

Pay Type:

Salaried

Posted Date:

2025-02-26

Application Deadline:

2025-03-07

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 embrace diversity and inclusion for innovation and growth. We are committed to building inclusive teams and an equitable workplace for our employees to bring their true selves to work. We are taking actions to tackle issues of inequity and systemic bias to support our diverse talent, clients and communities.
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We also strive to provide an accessible candidate experience for our prospective employees with different abilities. Please let us know if you need any accommodations during the recruitment process.

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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.