SENIOR CLIENT REPRESENTATIVE TRANSACTI ON MANAGEMENT (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 5,400 professionals in 15 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.
Services offered
RBC Dexia’s innovative solutions include global custody, fund and pension administration, shareholder services, distribution support, securities lending and borrowing, reconciliation services, compliance monitoring and reporting, investment analytics, and treasury services.
rbcdexia.com
PURPOSE
To be the client’s primary point of contact for all day-to-day Clients related operational queries, liaising with purple operations, the market and project teams to ensure our clients receive an exceptional experience
PRIMARY RESPONSIBILITIES OF THE TEAM
- Point of contact for servicing our country or enterprise clients and interacting with the market and other providers
- Provides critical support for all day-to-day Clients related operational issues queries
- Answering all Clients enquires as experts in their field
- Contribution in elaborating complex and unique processing
- Participation in virtual client teams, representing Client Operations
- Direct liaison with “Purple” teams to resolve daily operational issues
- Provide support to “Purple” layer as defined in SLA.
- Escalate recurring issues to Oversight Team - in charge of monitoring of “Purple” functions – and to “Purple” layer Management Team
- Global understanding of customer expectations and satisfactions levels
- Audit coordination and follow up
Other Responsibilities
Relationships Communication
- Actively engages within the virtual team set up to manage each client
- Strengthen country and enterprise client perception of RBC Dexia expertise
- Develops long term relationships with targeted line(s) of business
- Develops a detailed understanding of clients’ businesses
- Collaborates with colleagues globally to achieve objectives
- Manages all communications to all stakeholders at every level internally and externally
Drives to Succeed
- Executes with urgency while maintaining quality, cost and efficiency targets
- Consistently meets or exceeds business goals
- Collaboratively works with all relevant stakeholders to get things done
Operates with Integrity
- Accepts accountability for their individual results and understands their contribution to team performance
- Readily shares needed information with others
- Gives honest, direct and sincere feedback
AUTHORITIES, IMPACT, RISK
Positive impact through effective management of servicing processes and client issues
Key Relationships - Regional Enterprise Wide
- Country and Enterprise Clients and their business partners – existing and potential
- Oversight Teams
- Client Solutions functions
- Operational groups across relevant geographies
- Sales Distribution
- Relationship Account Managers
- Risk Compliance
- Finance
- Market Products Services
- Tax Advisory Group
- Others (Network, Pricing,…)
TIME ALLOCATION
- 80% management of Country and Enterprise Clients, their service and queries
- 10% liaising with oversight or project teams to resolve recurring issues
- 10% Purple layer support
COMPETENCIES (For superior performance)
- Impact and influence
- Information seeking
- Customer insight
- Achievement motivation
- Sense of urgency
- Teamwork and cooperation
SKILLS
- Excellent interpersonal skills and networking abilities with clients and internal
- Strong verbal and written communication skills
- Client management skills
- Risk Assessment quantification methodologies
- Issues escalation and resolution
- Facilitation Skills
- Organizational time management skills
- Understanding of investment industry and client requirements
- Documentation
- Communication management plans
PEOPLE MANAGEMENT SKILLS
- Workforce Planning
- Liaison between stakeholders involved
KNOWLEDGE BASE
- Strong understanding of Risk Management Compliance requirements relating to KYC AML
- Pertinent industry regulatory/compliance requirements
- Knowledge of systems and processes used by RBC Dexia
EXPERIENCE (required for position)
- University degree (preferred)
- Appropriate languages competencies
- Industry related courses
- Client service experience
- Proven track record in leading initiatives, managing cross-functional relationships
- Preferably 3-5 years relevant working experience
- Investor service operations experience