What is the opportunity?

The Director of Client Success Team, Relationship Manager is a key member of the Client Success Team, serving as a regional team lead, industry specialist, global markets product expert, and primary point of contact between RBC and Capital Markets clients.

This role involves strategic planning, team leadership, and close collaboration with various functional partners to enhance client satisfaction, retention and growth.

• Responsible for implementing an industry leading client experience through the end-to-end lifecycle of onboarding

• This role will be responsible for all aspects of pre and post onboarding, providing a professional, attentive, and accurate service to client and internal business partners, leveraging extensive knowledge of both the client onboarding process and Capital Markets operations

• To implement a robust client pre and post care experience that can anticipate and quickly react to the consistent challenges that global regulatory changes present to RBC and its clients, and build a continuous relationship management model creating a differentiating service from our peers.

This position is full time and will require you to work a minimum of 4 days in the office per week with the option to work one day from home.

What will you do?

Relationship management:

• Ensure end-to-end client satisfaction is attained throughout the pre and post onboarding lifecycle while acting as the primary point of contact between RBC and clients

• Build and maintain strong relationship with clients by educating and guiding clients through RBC onboarding process

• Coordinate outreach for client documentation updates and ensure client contact is minimised with maximum effect, transparency, and any necessary escalations are performed in an accurate and timely manner

• Explore opportunities to recommend additional banking products and services.

E2E client case management:

• Coordinate and oversee E2E onboarding, and enforce service level expectations across functional partners responsible for performing activities pertinent to client onboarding and client documentation updates

• Build and maintain strong relationships with functional partners in Sales, Operations and Enterprise Partners

• Utilise CLM tool and ecosystem for all onboarding related activities (e.g. status updates and document repository)

• Assume ownership and accountability for the resolution of complex issues and concerns relating to client onboarding and client documentation updates.

Process improvement:

• Own the strategic vision for the implementation of strategies to enhance client and employee experience

• Collaborate with business partners to continually seek process improvements

• Provide clear and meaningful client experience service level, KPI, and KRI reporting to functional stakeholders and senior executives

• Analysis of client success metrics and data to make informed decisions to improve client satisfaction

• Stay abreast to industry trends and best practices.

People Leadership

• Ensure team operates effectively by adhering to the defined E2E onboarding methodology and policies

• Selects and builds high performing teams, leveraging individual capabilities and strengths

• Provides coaching, mentoring and professional development that further embeds the right cultural norms and values

• Actively works to identify future leaders, ensuring high employee engagement and promotes positive communication

• Takes a strategic view of resourcing and reskilling to accommodate changes in the business as well as evolving regulatory requirements and technology

• Drives a client first and change culture throughout the organisation

• Develop training programs to enhance skills and knowledge of team.

What do you need to succeed?

• Extensive professional experience with proven leadership experience in Capital Markets with a focus on client experience and onboarding

• In-depth knowledge of credit, trading documentation, financial regulations, compliance requirements, and industry best practices

• Graduate Degree or similar/equivalent, with focus in Finance, Accounting, Business, Economics or other quantitative fields

• People Management experience

• Strong strategic thinking, problem-solving, and decision-making skills

• Excellent communication and interpersonal abilities to effectively liaise with diverse teams and clients

• Track record of driving operational excellence and optimising onboarding processes

• Visionary mindset with the ability to innovate and adapt to evolving market dynamics

• Demonstrated experience in defining and establishing new business processes and forming strong relationships across front office businesses and functions

• Experience shaping and evolving the role and will have extensive experience operating in a highly complex and somewhat ambiguous environment

• Accordingly, the candidate must have the professional agility and adaptability necessary to lead this evolving function successfully.

What is 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, flexible benefits and competitive compensation

• Leaders who support your development through coaching and managing opportunities

• Opportunities to work with the best in the field

• Ability to make a difference and lasting impact

• Work in a dynamic, collaborative, progressive, and high-performing team

• A world-class training program in financial services.

Agency Notice

RBC Group does not accept agency resumés. Please do not forward resumés to our employees, nor any other company location. RBC Group only pay fees to agencies where they have entered into a prior agreement to do so and in any event do not pay fees related to unsolicited resumés. Please contact the Recruitment function for additional details.

Job Skills

Business Productivity, Career Development, Conflict Management, Customer Experience Management, Customer Relationship Management (CRM) System, Customer Service Management, Operational Delivery, Performance Management (PM), Problem Management, Standard Operating Procedure (SOP)

Additional Job Details

100 BISHOPSGATE:LONDONLondonUnited Kingdom35Full timeCAPITAL MARKETSRegularSalaried2025-06-102025-06-24

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.