What is the opportunity?

As a Client Experience Specialist and a member of the Client Experience Group (CEG) your primary focus will be towards client lifecycle management for our Fixed Income & Currencies (FICC) & City National Bank US client base.

Additionally, management of return is a major focus for the bank. In order to ensure efficient use of the balance sheet, a business head approval review process has been put in place for all requests for new trading lines and increases to existing trading lines beyond certain thresholds that impact facility, tenor or changes that may affect risk, profitability and capital/cost charges. You will have the opportunity to work directly with Business Heads, stakeholders / relationship managers to obtain a business case or strategic rationale to facilitate Business Head Approvals prior to trading.

Finally, you will have the opportunity to work within a globally collaborative, expanding team with members currently located in Toronto, New York, London and Hong Kong. This position will be located in our Toronto office, and provide you with opportunities to work with both external clients, internal partners and business leaders to ensure the best client service across RBC Capital Markets and City National Bank.

What will you do?

• Deliver class leading client experience to the RBC/CNB customer base. This involves a hands on, bespoke service from client inception, through the KYC, Business Head Support, any necessary pre-trade approvals, account opening process, ongoing relationship maintenance and then client off-boarding if necessary. Primary focus will be on our U.S Rates Derivatives (OTC) hedge business and may extend to other product/regional areas as required.
• Liaise with the Business Heads, stakeholders / relationship manager/ trading client manager to obtain a business case or strategic rationale for the request. Review and assist in the submission of requests to ensure business case consistency, reasonableness and alignment with our strategic and business priorities.
• Assist in the strategic initiatives for both Onboarding and Business Head Support solutions across process & system to improve scalability, efficiency and overall positive client experience.

• Be accountable for achieving or exceeding daily targets, interacting with a large volume of clients and queries on a daily basis through multiple channels in a live trading and client focused environment
• Play a key part in monitoring, facilitating and improving operational processes and working with our internal partners to deliver constantly improving service to our clients
• Be flexible in your work approach; you may be asked to push or pivot to successfully deliver results under strict timelines and regional time zones (City National Bank - Los Angeles, U.S)
• Actively manage client lifecycle projects across the regional functional teams (KYC, AML, Legal, Operations, IT, Trade Surveillance) to ensure smooth and efficient experience for the trading desks and minimize operational risks
• Facilitate and report the onboarding progress to business stakeholders, providing transparency and improved service and escalate as required
• Proactively identify operational risk/control deficiencies, risk loss events in the business accordingly
• Keep desktop procedures up to date and refreshed as process changes are made and reviewed as a whole on a minimum of annual basis. Ensure compliance with Firm Policies applicable to activities e.g. Global client onboarding procedures, KYC/AML etc.

What do you need to succeed?

• Bachelor’s Degree or equivalent
• 5+ years’ experience preferred with end-to-end client onboarding and life cycle management or experience in a related role
• 2+ years’ experience in OTC derivatives / OTC regulations (IRS etc.)
• Global Risk Management (Trading Credit / ISDA-CSA / OTC Regulatory) background/knowledge: preferred/nice-to-have.
• Mature understanding of Capital Markets – FX, Repo/Sec Lending, Fixed Income, Futures, Commodities and Rates Derivatives
• Proficient in Microsoft Office tools, with advanced Excel skills (macros, look-ups etc.) and PowerPoint skills
• Some experience working on change projects and, open change mindset in a financial work environment
• Proficient with OTC regulatory requirements and KYC documentation gathering
• Proactive, team player, self-motivated with strong organizational and time management skills (must be able to prioritize and re-prioritize tasks to meet the fast paced demands of the trading environment)
• Strong sense of accountability and ownership
• Ability to successfully navigate a complex infrastructure that involves numerous groups and individuals
• Client service mentality / collaborative spirit

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 including bonuses and flexible benefits, competitive compensation
• Leaders who support your development through coaching and managing opportunities
• Work in a dynamic, collaborative, progressive, and high-performing team
• Opportunities to do challenging work
• Flexible work/life balance options