Director, Global Client Experience & Solution Design Lead

Royal Bank of Canada ,
London, Greater London
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Overview

We're looking for a candidate to this position in an exciting company. Design Client Journey and map out Client Experience for Middle Office, driving an improved and efficient experience for the client or e.g., pre-sales to mandate to onboarding: Evaluate client journeys for relevant products and services against internally set product design standards, external benchmarks, and direct client feedback Design and document joint operating model with clients Act as Design Authority Chair (client journeys and solutions aligned to established standards) in partnership with Product, Operations, and Technology teams Management of ‘client engagement’ for Middle Office product from Initial engagement through to Deep Dive Responsibility for core MO “SWAT” team to drive Client Journey– establishing priorities, driving agenda with Business and ensuring clear objectives and team R&R’s Identification of key resources required from within RBC to establish clear ‘As Is’ within target client, thus establishing full outsourcing scope SME support for Coverage teams – ensuring knowledge sharing and education to ensure ‘round peg, round hole’ and not over committing capability Experienced Middle Office SME with experience across the modular services (could split across modular services) Strong understanding of RBC I&TS product offering and any operational constraints Partnering with all internal stakeholders around preparedness, business capability and shaping how ‘Campaigns’ are run Ascertaining Clients’ level of ‘Sophistication’ and associated impact on RBC Provide ‘reassuring’ gravitas/ experience to Clients’ – being the Middle Office “Black belt” Creation of a ‘virtual picture’ for Clients’ as to what ‘Life within an outsourced MO environment’ looks like and assisting then to transition to an outsourced model Proven track record in product management with the securities services industry, driving NIAT, and risk reduction strategies. Extensive & progressive business experience, with specific Middle Office experience both as an outsourced provider and for an Asset Manager preferred Experience of managing large, virtual diverse successful multi-regional projects/ initiatives and teams, including large and complex client onboarding Presentation up to Board level, C-Suite Level Successful experience in managing a business unit or division Understanding of market dynamics and best in class product range/operating models in the Middle office and Asset Management segment Experience of the common OMS platforms and Asset Manager structures and drivers High level of knowledge of other custody and fund administration services and how they interact with Middle Office services

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