Senior Manager/Associate Director Client Experience

Royal Bank of Canada ,
London, Greater London
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Job Description

What is the opportunity? In this role you will be part of Client Experience Shareholder Services (SHS) who is the decision-maker for all new business models, client change, and client operating model amendments. We evaluate client journeys for the SHS product and services against internally set standards, external benchmarking, direct client feedback/unique needs, and identification of opportunities. We provide product enhancement ideas to the wider business - prioritize between current and future needs for improved client experience and P&L. We are executing 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 in conjunction with senior relationships with our key client base. What will you do? * Through analysis of revenue, costs and profitability data, review and understanding of the client operating model, the CX Manager will formalize, prioritise and lead enhancement concepts that form the Client journey improvements for Shareholder Services clients. Ensure ownership and remediation plans are formed. * Establish, maintain and execute client retention plans for all CX SHS covered clients through leadership across I&TS and the execution of solutions that improve client experience and profitability. * Supporting clients through the delivery of cost efficient change strategies Leads the setting of annual client priorities, project / client change budgets and acting as the voice of the client across all RBC stakeholders for all CX SHS covered clients. * Supporting new business (incl. pre-sales), client change requirements and the enhancement profitability. * Protect client revenue and enhancing client experience by maintaining senior relationship with the client, focusing on setting strategic priorities (Client and RBC), agreeing client-side change approach (including the provision of regulatory landscape updates and insights) . * Provide internal briefings to RBC stakeholders on the status of CX SHS covered clients status with RBC. * Formally track against the set improvement objectives/targets at a Client level and introduce measurement protocols. * Accountable for translating the RBC strategy to the clients objectives - providing real-time feedback to the Product org where client and RBC strategy is misaligned. What do you need to succeed? Must-have * High level of technical operational expertise within Shareholder Services * Highly organised, self-motivated and entrepreneurial with drive to deliver outstanding client service in a timely manner * Strong leadership, relationship management, communications and partnership development capabilities and skills * Leadership capabilities including virtual management and workforce planning * Exceptional client facing skills including negotiation and influencing at a very senior level Nice-to-have * Proficient in project management * Strong working knowledge of factors affecting business and industry including trends in the marketplace, technology and competitors * Gravitas required to convey credibility with senior executives * Solid understanding and ability with structured analysis techniques 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. * A comprehensive Total Rewards Program * Leaders who support your development through coaching and managing opportunities * Ability to make a difference and lasting impact * Work in a dynamic, collaborative, progressive, and high-performing team * Opportunities to do challenging work *

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