Managing Director and Head of Client Success Team - Client & Data Management Group

Job Summary

Job Description

What is the opportunity?

RBC Capital Markets (RBC CM) is seeking a visionary and operational excellence leader to lead a Client Success team to pioneer a best-in-class client centric onboarding experience.

Head of Client Success will have global responsibility for engaging with clients and managing a smooth experience across all stakeholders and the measurement, delivery and reporting of client experience across business segments and products.

• Responsible for creating an industry leading Client Experience through the end-to-end lifecycle of onboarding.
• This role will be responsible for all aspects of onboarding, providing a professional, attentive, and accurate service to client and internal business partners, leveraging extensive knowledge of both the client onboarding process and Capital Markets operations.

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 build a continuous relationship management model creating a differentiating service from our peers

What will you do?

• Provide strategic leadership for the Client Experience and Onboarding group within the Capital Markets platform.
• Develop and implement a comprehensive client success strategy aligned with RBC CM's strategic goals that will enhance client satisfaction and engagement throughout the onboarding journey
• Establish and manage strategic relationships with top tier client contacts and sales leadership, acting as a trusted advisor and advocate for their needs.
• Responsible for ensuring a differentiating client experience for our clients, drive and monitor quarterly and monthly scorecards specific to client lifecycle management and client onboarding
• Oversee end-to-end client onboarding processes, ensuring efficiency, compliance, and a seamless experience whilst continuously improving the model and process by bringing a change mindset to the role.

Keeping in touch with both client and industry expectations.

Track completion of onboarding requests and report on functional partner progress such as Sales, Relationship Managers, Due Diligence and Account Management teams.

Track onboarding pipeline and issues - escalate as necessary on critical issues with relationship or compliance risks

• Define and maintain SLEs with functional partners - Sales, Relationship Managers, Due Diligence and Account Management teams, implement a reporting and escalation framework which can be mobilized with teams.
• Collaborate with cross-functional teams to align client onboarding practices with industry regulations and company standards including but not limited to AML / KYC, Tax, and credit related processes.
• Drive continuous improvement initiatives to streamline onboarding procedures and reduce time-to-market for new clients through a product pipeline
• Cultivate relationships with key stakeholders, both internally and externally, to foster collaboration and achieve business objectives
• Stay abreast of industry trends, regulatory changes, and emerging technologies to inform and enhance onboarding strategies
• Oversee the Client Success team's adherence to regulatory policies and ensure continued effectiveness of RBC's robust risk and controls framework
• Partner with the Product Team driving continued innovation and transformation to ensure solutions meet client needs and drive value.
• Develop impactful training programs for the Client Success team, ensuring they have the required skills and knowledge to deliver exceptional client service
• Drive a team of client facing onboarding specialists responsible for :
• Managing the end to end workflow and case management
• Prioritisation of strategic client onboarding. develop an understanding of both client and business activity to manage the prioritization and demand.
• Client outreach for information and / or documentation
• Raising tickets for account creation and core ops functions
• Defining request priority & resolve prioritization conflicts
• Facilitating discussions between client & internal stakeholders as needed (e.g., Legal), and be a central point of escalation for all parties.
• Successful client onboarding (Ready to Trade)
• Adherence to RBC's regulatory and compliance procedures

What you need to succeed?

• Proven leadership experience of minimum 10 years in Capital Markets with a focus on client experience and onboarding alongside a total relevant work experience of 5 years
• In-depth knowledge of 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
• Track record of driving operational excellence and optimizing onboarding processes
• Visionary mindset with the ability to innovate and adapt to evolving market dynamics
• Demonstrated experience in defining and establishing new business processes and forming strong relationships across front office businesses and functions
• Experience shaping and evolving the role and will have extensive experience operating in a highly complex and somewhat ambiguous environment to create a transformation plan that will guide to the right outcomes
• Accordingly, she / he must have the professional agility and adaptability necessary to lead this evolving function successfully

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 bonuses and flexible benefits, competitive compensation
• Leaders who support your development through coaching and managing opportunities
• Work in a dynamic, collaborative, progressive, and high-performing team
• Opportunities to do challenging work
• Flexible work / life balance options

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Job Skills

Business Development, Business Oriented, Customer Service, Decision Making, Group Problem Solving, Industry Knowledge, Product Services, Results-Oriented, Strategic Thinking, Value Realization