Bilingual Client Service Manager

Job Summary

Job Description

What is the opportunity?

Client Management is accountable for the overall client experience and satisfaction with RBC Investor Services (“RBCIS”), ensuring that what we deliver and how we deliver it aligns with, or exceeds their expectations. The role brings technical and working knowledge of all client activities and touch points across both organizations (client and RBCIS).

The Client Manager will support increased interoperability to meet the business objectives and improve efficiencies. Responsible for the day-to-day management and enhancing service delivery associated with Funds, Pensions, Insurance, Corporate Custody, Family Offices, etc., the role works alongside operational teams to serve our clients and win as One RBC. The role also provides support and manages escalations applicable to business partners and management.

What will you do?

• Responsible for day-to-day client support and client experience, fostering simplification to the operating model.
• Support increased use of RBC technology by clients for self-serve options to meet their business objectives and improve our efficiency.
• Act as primary day-to-day operational lead for clients with overall accountability for operational delivery and service support. This includes the management of escalations, collection of documents, coordinating new accounts and services.
• Work with the wider Operations Line functions to provide insight and direction on day-to-day service matters and client requirements across geographies and functions.
• Liaise with clients on RBCIS initiatives, projects, and change management.
• Work with Client Representative and Client Partner to ensure positive client experiences while ensuring all policies and procedures are followed to reduce risk to RBCIS.

What do you need to succeed?

Must have:

• Bilingualism (English and French) required, as you will regularly serve our clients and do business with RBC partners and/or employees across Canada with English and French speaking needs.
• 7+ years of progressive financial services experience.
• 5+ years managing Canadian custody clients with a global footprint.
• Excellent communication skills (oral, written, and non-verbal) including negotiation and influencing at a senior level.
• Ability to support, negotiate, collaborate, and bring people together.
• General working knowledge of factors affecting business and industry including trends in the marketplace, technology, and competitors.
• Knowledge of Canadian pension plan regulations and fiduciary responsibilities.

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 appropriate.
• Opportunity to obtain hands-on experience throughout your role.
• Working with an exciting, close-knit, supportive & dynamic group.
• Opportunity to collaborate with other business segments within the bank.
• Excellent career development and progression opportunities.
• A comprehensive Total Rewards Program including bonuses and flexible benefits.
• Competitive compensation.

Job Skills

Active Learning, Adaptability, Communication, Customer Service, Decision Making, Detail-Oriented, Group Problem Solving, Interpersonal Relationship Management, Product Services.

Additional Job Details

Address: 1 PLACE VILLE MARIE: MONTRÉAL

City: MONTRÉAL

Country: Canada

Work hours/week: 37.5

Employment Type: Full time

Platform: WEALTH MANAGEMENT

Job Type: Regular

Pay Type: Salaried

Posted Date: 2025-03-13

Application Deadline: 2025-05-10

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 believe an inclusive workplace that has diverse perspectives is core to our continued growth as one of the largest and most successful banks in the world. Maintaining a workplace where our employees feel supported to perform at their best, effectively collaborate, drive innovation, and grow professionally helps to bring our Purpose to life and create value for our clients and communities. RBC strives to deliver this through policies and programs intended to foster a workplace based on respect, belonging, and opportunity for all.

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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.