Associate Director, Client Experience Management

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City : Toronto

Category : Accounting, Financial, Insurance

Industry : Banking

Employer : RBC

What is the opportunity?

Client Experience is the decision maker for all new business models, client change and client operating model amendments and will be party to the new business forums designing Client Journey maps for a Product or multi-product offering from pre-sales to mandate through to client on-boarding.

In this role, you will act as design authority (client journeys and solutions aligned to established standards) in partnership with Product, Operations, and Solutions teams. You will execute client profitability & KRI analysis through deep analysis of the data, set improvement objectives at a client level and lead the decision making process in how the targets are met. Additionally, you will develop, maintain and lead the execution of robust retention plans that positively impact operating models, product roadmap and strategic direction of the client. You will maintain senior relationships with our key client base, focusing on setting strategic priorities including regulatory environment updates, agreeing client-side change and improving overall client experience and profitability through analysis and partnership across the business.

What will you do?

  • Formalize, prioritise and lead enhancement concepts that form the Client journey improvements for through analysis of revenue, costs and profitability data, review and understanding of the client operating model
  • Protect client revenue and enhance client experience by maintaining senior relationship with the client, focusing on setting strategic priorities (Client and RBC), agreeing client-side change approach
  • Maintain and execute effective retention plans for Client Experience covered clients on an ongoing basis using standard protocols and governance forums
  • Provide regulatory landscape updates to clients and understand business opportunities
  • Support the development of a Client profitability analysis governance model and KRIs in partnership with pricing/finance
  • Establish and maintain ongoing governance process

What do you need to succeed?


  • BA or BSc in business, or other relevant degree
  • 5 - 10 years’ experience in industry, with a some understanding of foreign exchange and global markets
  • Technical knowledge of the financial services and asset management industry
  • Experience in developing effective, controls and delivering efficiencies for all industry relevant degreeuraged and working remotely supportedct and Product roadmap.actions, HiPo plans, Development Plans, gr ro-scope products
  • Curiosity regarding process management and evolving industry trends
  • Good accounting working knowledge


  • MBA, CFA or post-graduate in business or finance
  • Professional qualifications from a recognised industry body

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 & Treasury Services and within other platforms as appropriate
  • 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

City: Toronto
Address: 155 Wellington
Work Hours/Week: M-F
Work Environment: Office
Employment Type: Permanent
Career Level: Senior Manager/Director
Pay Type: Salaried
Position Level: PL07
Required Travel(%): 0-25
Exempt/Non-Exempt: N/A
People Manager: No
Application Deadline: 04/08/2020
Req ID: 237976

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