Service Associate
Job Summary
Job Description
What is the opportunity?
The overall purpose of this role is to act as a central point of contact and relationship manager to the Dominion Securities (DS) Front Office personnel as it pertains to Operations matters. The successful incumbent will be a point of escalation for service quality and problem resolution, operational inquiries, and issues / opportunities management. Working as a "Center of Excellence" to the business, Associates will liaise with the various operations' processing centers-of-excellence to research and investigate inquiries and issues, resolve concerns and champion business requests to ensure a seamless operations service experience.
What will you do?
• Subject Matter Expert for service escalation and problem resolution. Use extensive procedural knowledge and technical expertise of group functions for resolution, understanding full impact of the end-to-end process on sales, DS service cycle / client experience and Canadian Operations
• Research inquiries, issues and concerns - "carry the baton" to obtain status updates, answers and solutions - providing a true Middle Office service to DS business partners
• Advocate for strong Service Level Agreement performance and delivery through ongoing monitoring and coaching within the department and across Canadian Operations as required on behalf of DS personnel
• Proactively identify and monitor group service quality performance gaps/trends against established SLA standards. Analyze root cause and recommend solutions/action plan. Provide advice and counsel for service quality efficiency and effectiveness and client care opportunities
• Support the implementation of change process of business strategies, evolving interdependencies related to service quality, problem resolution and related initiatives with field impact or specific to the group
• Leverage internal/external contacts to address/resolve issues/opportunities
• Develop and enhance relationships with Service Partners (DS Offices and various departments across Canadian Operations) to enhance interdependency performance, ensuring equitable balance between service efficiency and effectiveness and the client experience
What do you need to succeed?
Must Have
• Bilingual in both English and French, written and spoken
• 4 year degree from an accredited university or equivalent OR High school diploma or equivalent AND 3+ years of job-related experience
• Minimum 1 year prior securities, banking, technology and/or job specific related industry experience
• Exceptional relationship management and analytical skills. Ability to communicate and partner effectively with Front Office professionals (Investment Advisors, Assistants, Branch Administrators, Branch Managers), to research and resolve operations' related matters
• Comfortable with working independently and adhering to committed deliverables in a fast-paced, dynamic work environment
Nice to Have
• Broad knowledge of Wealth Management Operations' processes and/or products (New Accounts / Documentation, Account Transfers, Mutual Funds, QI / FATCA, Fees, Corporate Actions, Dividends / Interest processing, Payments, RESP, etc.)
• Strong foundation in RBC WM's operational systems, Broadridge BPS, ServiceLink, ClientSource, ClientView, ClientLink, etc.
• Strong understanding of the Operations' value chain, from new client onboarding, through to asset transfer-in, trade execution, asset servicing and client reporting.
• Technical skills required - MS Access, MS Excel, MS PowerPoint at an intermediate to advanced level
Special Conditions
Applicants must be available to work Monday to Friday between the hours of 10 AM to 6 PM. The successful candidate will have a hybrid work arrangement and can work out of Toronto or Montreal.
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.
• Ability to make a difference and lasting impact
• Work in a dynamic, collaborative, progressive, and high-performing team
• Opportunities to do challenging work
• Opportunities to take on progressively greater accountabilities
Job Skills
Customer Service Management, Detail-Oriented, Financial Risk Management (FRM), Interpersonal Relationship Management, Investment Performance Measurement, Results-Oriented, Risk Management, System Applications, Treasury ManagementAdditional Job Details
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Note: Applications will be accepted until 11:59 PM on the day prior to the application deadline date above
Inclusion and Equal Opportunity Employment
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We also strive to provide an accessible candidate experience for our prospective employees with different abilities. Please let us know if you need any accommodations during the recruitment process.
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