5702 – Relationship Liaison, Advisor Channel Sales – RBC Global Asset Management – Toronto, ON recruitment
Job Category: Client Associate/Sales Associate/Sales Support
Job Type: Full Time
Employment Type: Permanent
Pay Type: Salaried
Exempt/Non-Exempt: N/A
Work Hours/Week: 37.5
People Manager: No
Work Environment: Office%
Travel Required: 0
Province/State/County: Ontario (CA-ON)
City: TorontoAddress: 155 Wellington St. W
Requisition ID: 5702
Position Purpose:
Responsible for supporting the RBC GAM Advisor Channel Sales Team ensuring appropriate technology, business operations, and service solutions are in place to administer and deliver the breadth of RBC Global Asset Management (RBC GAM) mutual fund and RBC Royal Bank (RBC) Savings products and service offerings in all external (advisor) distribution channels. This position is accountable to the Manager, Sales Effectiveness for successful achievement of agreed upon goals and objectives, driving a high level of performance and superior client experience, and acts as the primary interface between the sales team and functional support groups.
Key Accountabilities:
• Develop and maintain a strong support relationship with the Sales Support , Business Development Managers and District Vice Presidents.
• Develop and maintain trusting relationships with Dealer back offices:
- Ensure maintenance of Dealer Agreements and information.
- Understand the process for Dealer trailer fee payments.
- Ensure prompt and effective management and resolution of Dealer and end-client queries and escalations, and identification of systemic issues and recurrences.
• Develop productive business relationships with RBC Investor Services PHN Dealer Services partners to share business knowledge and provide support on product launches, documentation and operational processes.
• Monitor and work closely with RBC Investor Services and PHN Dealer Services to deliver external Dealer service standards:
- Ensure call centre support teams promptly resolve issues and escalations.
- Ensure Environics call audit results are in first quartile rankings - escalate and resolve issues and deficiencies.
- Continuously evolve service support standards for products and services through relationships with key distribution and service support partners.
- Proactively communicate client and advisor satisfaction to the service teams.
• Act as backup with the key interface for Advisor Channel Sales for liaison with GAM System and Operations Business Strategies team:
- Ensure business needs for enhanced functionality to the Unitrax record-keeping system are properly documented and quantified.
- Identify deficiencies, challenges and areas of opportunities within RBC Investor Services support for escalation and solutions.
• Work closely with the leader of the contact management system (CRM) to develop technical enhancements based on business strategy. Communicate business requirements to RBC technology and ensure business requirements and development activities are properly co-ordinated amongst all stakeholders.
- Build appropriate training materials and business implementation plans
- Test and validate system changes
- Execute roll out activities within Advisor Channel Sales.
- Overall, act as subject matter expert on the CRM system to the Sales Team.
• Act as business operational representative on systems projects that impact Advisor Channel Sales.
• Based on a predetermined list, proactively contact advisors regarding RISA issues.
• Proactively contact advisors and bank branches regarding short term trading fee issues.
Knowledge/ Experience:
• Extremely Dealer and end-client focused
• Work effectively and collaboratively in a team environment
• Ability to research and solve issues
• Ability to work under time sensitive constraints
• Effective oral and written communication skills
• Knowledge of the Global Asset Management products and services
• Knowledge of the process flow from the Dealer to Unitrax system
• Knowledge of CRM and Unitrax functionality
Diversity:
Diversity in the workplace, one of our shared values, lies at the heart of our rewarding, open, supportive and inclusive work environment. We respect and respond to the many competing and evolving priorities in our lives so you can focus on what you can do best – put clients first.