Entitlements Services Support Senior Client Service - London, United Kingdom - Royal Bank of Canada

Royal Bank of Canada
Royal Bank of Canada
Verified Company
London, United Kingdom

2 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

Come Work with Us
At RBC, our culture is deeply supportive and rich in opportunity and reward. You will help our clients thrive and our communities prosper, empowered by a spirit of shared purpose.


Whether you're helping clients find new opportunities, developing new technology, or providing expert advice to internal partners, you will be doing work that matters in the world, in an environment built on teamwork, service, responsibility, diversity, and integrity.


Job Title
Entitlements Services Support Senior Client Service Representative, I&TS


ESS Senior Client Service Representative

What is the opportunity?

What will you do?

  • Provide procedural and technical support to Full Coverage clients ensuring the accuracy and timeliness of responses while managing any related risks and ensuring all inquiries are processed in line with Service Level Standards.
  • Ensure both internal and external queries are resolved or at least responded to within 24hrs of receipt or within given deadlines, providing accurate, clear and concise answers or status updates.
  • Ensure all queries are accurately and efficiently logged in the client query database.
  • Provide feedback on client inquiries identifying trends, and logging issues to assist in monitoring client satisfaction levels and developing solutions to enhance the client experience. Responsible for completion of all RFP documentation when requested.
  • Responsible for Client Due Diligence, attending the meeting and satisfying any documentation requirements.
  • Participation in service reviews, representing client operations.
  • To be a Subject Matter Expert in Global Corporate Actions, Income and Tax with a full and detailed understanding of complex and unique processing.
  • Respond to escalation issues received from clients ensuring all identified issues are escalated same day to management within the team.
  • Direct liaison with processing teams to resolve daily operational issues escalating recurring issues within processing functions to the oversight team and management.
  • Ensure work is maintained in an orderly fashion to permit backup to readily follow up during absences.
  • Participate in team/operational meetings, presenting information on Entitlement related topics where required.
  • Initiate and champion procedure changes within the team.
  • Ensure new joiners meet the required client service standard and provide regular progress reports to the Manager.

Entitlement Services Support

  • Ensure that the Clients within the Proxy Service are delivered a high standard of Client Service at all times.
  • Processing of client initiated Proxy instructions and requests.
  • The processing of monthly charges for the Proxy Service.
  • In collaboration with Line Management for KL Entitlement teams, undertake monthly oversight meetings.
  • Ensure that out sourced suppliers maintain a high standard and service to meet the Global Markets and Clients requirement.
  • Audit liaison.

What do you need to succeed?

Must have

  • Proven and demonstrable indepth industry experience of Corporate Entitlement event management and processing.
  • Must possess a thorough and methodical approach to the accurate processing of all allocated Corporate Entitlements throughout the full life cycle.
  • Demonstrable experience in a global custody or related financial institution.
  • Good written and verbal communication skills_._
  • Ability to use initiative.
  • Excellent attention to detail.
  • Good interpersonal skills and networking abilities with subcustodians and internal, external and global departments.
  • Ability to work as part of a team or alone to achieve collective goals.
  • Good organisation skills and ability to prioritise workloads to meet tight deadlines.
  • Systems literate.
  • Be able to work under pressure.
  • Ability to improve processes.

Nice to have

  • IAQ or industry equivalent.
  • Demonstrable experience of new process implementation or project work.

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, flexible benefits and competitive compensation
  • Leaders who support your development through coaching and managing opportunities
  • Opportunities to work with the best in the field
  • Ability to make a difference and lasting impact
  • Work in a dynamic, collaborative, progressive, and highperforming team
  • A worldclass training program in financial services
  • Flexible working options fully supported.

Job Summary

Address:

London, United Kingdom of Great Britain and Northern Ireland


City:

GBR-GREATER_LONDON-LONDON


Country:

United Kingdom


Work hours/week:

35


Employment Type:

Full time

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