ALS SUPPORT MANAGER (M/F) recruitment
RBC Dexia Investor Services offers a complete range of investor services to institutions worldwide. Our unique offshore and onshore solutions, combined with the expertise of our 5,200 professionals in 16 markets, help clients grow their business and sustain enhanced performance through efficiency improvements and robust risk management practices.
Equally owned by RBC and Dexia, the company ranks among the world's top 10 global custodians with USD 2.8 trillion in client assets under administration.
rbcdexia.com
PURPOSE
AIS Support Manager
PRIMARY RESPONSIBILITIES
1. Implementation
- Ensure proper coordination with Product department and CSBT.
- Second level review of supporting documentation provided by Product department, Ops validation and first FTE estimation.
- Coordinate internal requirements or/and outstanding points within AIS operational business line.
- For HF and FoHF structures, modeling of the structure and submission to AIS Ops for validation.
- For HF and FoHF, MF parametering (supported by Ops if needed).
- Ensure constructive dialogue and issue solving with internal external stakeholders.
- Ensure the business line is properly represented internally.
- Ensure client retention through proper integration delivery.
- Advise AIS Product management activity.
- Advise sales activities (in parallel with Product Management and Client Solutions Business Transition).
2. Metrics
- Ensure proper delivery of metrics for the AIS Operational
- business line (with support of Ops Managers) including:
- Metrics for LOD (tbd)
- KPIs
- Optimus metrics (clients and Products)
- FTE Forecast (in parallel with Integration)
- FTE Baseline
- FTE allocation subsidiaries
- Etc…
3. Controls
- Ensure proper following and/or monitoring (with support of Ops Managers) of:
- BCP-DRP
- Internal Audit points
- RCSA
- SAS70
4. Projects
- Ensure proper following and/or monitoring (with support of Ops Managers) of AIS Ops projects included in the Projects dashboard.
5. Operational Support
- Operating memorandum/SLA/Communication protocol follow up (ensure tracking of Opememo/SLA/Communication protocol status, organize reviews/completion of these documents with CSM and AIS Ops).
- Internal coordination of external audit (ensure tracking of main potential issues and support AIS Ops providing to external auditors supporting documentation).
- Ensure proper delivery of Billing supporting documents to Finance department (compilation of data used to prepare AIS invoices by Finance department).
- Setup of set of KPIs for AIS clients with CSM (to be deeply investigated with AIS Ops and CSM).
- Setup of Financial Reporting deadlines aligned with Ops team as well as Acertis KPIs follow up.
POSITION REQUIREMENTS / EXPERIENCE
- University or post-Graduate degree with significant experience in support operations leadership (5-15 years).
- Ability to develop relationships with key stakeholders.
- People management experience.
- Knowledge of business strategy and priorities as well as excellent understanding of bank business operations and processes and quality execution experience.
- Excellent communicator, coordinator.
- Excellent relationship builder.
- Ability to represent RBC Dexia internally and externally.
- Demonstrated ability to assume leadership and ability to create high performance teams.
COMPETENCIES
- Achievement Motivation
- Adaptability
- Analytical thinking
- Breakthrough Thinking
- Business Acumen
- Business Orientation
- Change Leadership
- Conceptual Thinking
- Concern for Order and Quality
- Customer Service / Service Partner Orientation
- Dealing with Ambiguity
- ....
AUTHORITIES, IMPACT, RISK
- AIS client implementation.
- Reputational Risk, through poor publicity with external parties – clients, auditors, lawyers.
- Reputational risk through direct complaint to regulator, loss of market share.
- Risk of Loss of market share / clients.
KEY RELATIONSHIPS
- Local Management Team
- Internal External Clients
- Internal External Solution Providers (Business IT)
- Senior Management Including Executive on case-by-case basis
- Risk Compliance
- Legal
- CSM/RM
- Sales
- Other service delivery business lines
- BA’s
- Client solutions Business Transition
TIME ALLOCATION
100% Hands-On delivery activities
WORKING CONDITIONS
Luxembourg mostl