Business Analyst, Client Account Platform Support

Job Summary

Job Description

What is the opportunity?

The Business Analyst, Client Account Platform Support is responsible for supporting front office employees with client account platform applications. This role bridges business needs with product and technology teams to ensure that client account platforms are reliable, secure, and optimized for performance; directly works with advisory teams to resolve issues, provide workarounds, raise escalations; play a key role in incident and issues management with the advisory teams by understanding processes, identifying issues, and establishing requirements to resolution. They will support various projects within Client Onboarding & Account Maintenance; analyzing business processes, systems, and data and create recommendations/ implement changes.

What will you do?

• Facilitate production support process from end to end and champion the user experience with technology support and identify and implement opportunities for process and platform improvements which enhance user experiences, reduce errors, and increase automation; support research, analysis and implementation of initiatives led by the Sr. Product Owner, ClientSource and Client Information Services.
• Administer front office production support channels (COB Inquiries & Salesforce Cases) and maintain subject matter expertise on both COB and ClientSource applications.
• Work with the Product Owner, Client Account Platform Support to develop a backlog of issues in the Client Account Platforms; support backlog prioritization with key insights and suggestions; conduct Business Acceptance Testing (BAT) and Post Implementation Validation (PIV) to ensure production support issues are fully resolved.
• Administer the creation of Knowledge Base Articles (KBA) and the information availability in Tia; communicate new issues and resolved issues through designated channels and ensure KBAs are updated accordingly. Develop OKRs with Sr. Product Owner and track success; update documentation for known issues, job-aids, and other supplemental resources.
• Act as the primary liaison with the product development team and the front office; respond to inquiries by providing workarounds and escalate investigations with technology partners.
• Collaborate with Program/Project Managers to ensure deliverables defined in each milestone are met or escalation/mitigation plans developed to resolve impediments.
• Keep informed of developments within Client Account Platform product teams, business groups, operations, strategy and innovation teams, constantly seeking opportunities to accelerate advisor experiences.
• Work directly with technology teams including developers, business analysts, scrum masters, and engineers.

What do you need to succeed?

Must haves:

• Knowledge of agile project management, and MS Office skills (Outlook, PowerPoint, Excel, Word).
• Ability to fully represent the product with users and partners.
• Evaluate and articulate user feedback.
• Ability to function in an agile, iterative or waterfall process while supporting the benefits of continuous improvement based on objective facts.
• Ability to support users directly.
• Strong relationship building skills to establish both internal and external working relationships (to identify and implement strategies for business growth).
• Strong communication / negotiation skills (written, oral, presentation).
• Strong research and analytical skills.

Nice-to-have:

• Agile Project Management Experience.
• Business Analysis Experience.
• Project management software skills (JIRA, Confluence, Mural).
• Securities and financial experience (2+ years).

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, commissions, and stock where applicable.
• Leaders who support your development through coaching and managing opportunities.
• Ability to make a difference and lasting impact.
• Work in a dynamic, collaborative, progressive, and high-performing team.
• Flexible work/life balance options.
• Opportunities to do challenging work.
• Opportunities to take on progressively greater accountabilities.
• Access to a variety of job opportunities across business.

Job Skills

Agile Methodology, Business Data Analysis, Business Process Modeling, Business Requirements, Commercial Acumen, Communication, Critical Thinking, Decision Making, Group Problem Solving, Interpersonal Relationship Management, Requirements Analysis.

Additional Job Details

Address: RBC CENTRE, 155 WELLINGTON ST W:TORONTO

City: TORONTO

Country: Canada

Work hours/week: 37.5

Employment Type: Full time

Platform: WEALTH MANAGEMENT

Job Type: Regular

Pay Type: Salaried

Posted Date: 2025-04-22

Application Deadline: 2025-05-05

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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