Job Description

What is the opportunity?

We have an exciting opportunity for a Client Administrative Services Associate to join our Chief Administration Office in London.

The CAO team works across all business lines of RBC BD, supporting the front office through three principles; ‘Protect’, ‘Sustain’ and ‘Grow’.

• The ‘Protect’ agenda is responsible for implementing and embedding effective first line controls and processes within the Advice (investment management and financial planning) business to ensure good outcomes for clients ‘the first time’.
• The ‘Sustain’ principle ensures the team are the first point of contact between the Front Office and Client Facing Teams. We identify and triage issues limiting business productivity, efficiency, and overall performance with relation to KPI / KRIs.
• The purpose of ‘Grow’ is to identify process-related opportunities to create additional capacity for Client Facing Teams, enabling them to generate new business. This includes ensuring that high-quality data is available to run our business and meet our client's needs effectively, delivering change projects to the front office, and training.

RBC’s expectation is that all employees and contractors will work in the office with some flexibility to work up to 1 day per week remotely.

What will you do?

• Support the operational risk event process (below the RBC reportable threshold)
• This includes ensuring operating events are identified and correctly logged including the recording of events in the RBC system of records (Open Pages / Archer)
• Additionally supporting Risk partners with logging risk events above the RBC reportable threshold, ensuring compliance with Risk standards and privacy rules
• Manage the operational event process by performing quality assurance and working events through completion / handling escalations through resolution
• Providing regular MI on Operational events to leadership, identifying common themes, and clearly articulating root cause, control weaknesses and next steps
• Identify opportunities to improve upstream processes, controls, and operating models to reduce the volume of operational events
• Assist the wider Client Administrative Services team, where required, to support client callbacks, W-8BEN processing, client re-allocations, and administrative activities related to the Bereavement Service
• Contribute with appropriate updates on CFT Teams Calls, CFT Teams Chats, office / regional calls to update on Reallocation of clients, regulatory findings/breaches
• Work closely with wider CAO teams (i.e. Business Engagement / First Line Due Diligence / Process Architecture) and partner with the business to identify and triage issues limiting business productivity, efficiency, and overall performance.
• Analysis of business data and MI, constructing summary reports as required for meetings (forums / committees).
• Develop and maintain robust relationships within the Client Facing Team (CFT) branch network
• Work with the Head of the team and CAO Business Engagement team to ensure offices have the resources & support needed to embed changes within the branch network
• Work with Operational Risk to maintain oversight of total Operating Events (above and below RBC reportable thresholds)
• Facilitating the implementation / adoption of other centrally driven projects and initiatives, feeding back constructive challenges from client-facing teams where appropriate
• Creating transparency and visibility to the CFT Support Team by tracking implementation of projects, processes, and other central initiatives.