8 month FTC - Manager, Service Assurance, I&TS
City of London, London, City of, United Kingdom
3d ago

8 month Fixed Term Contract (payrolled / salaried) - Manager, Service Assurance

What is the opportunity?

Service Assurance is our most senior operational service contact accountable for overall client satisfaction with RBC I&TS services.

Service Assurance leads the client engagement, in collaboration with the Global Coverage owner, for Coverage Clients strategically significant to RBC globally.

Service Assurance owns the RBC operating model and services provided and is accountable for the overall client experience and satisfaction with RBC I&TS, ensuring that what we deliver and how we deliver it aligns with or exceeds their expectations.

The role brings industry knowledge, technical expertise and a working knowledge of all client activities and touch points across both organizations (client and RBC).

Supports increased interoperability to meet their business objectives and improve our efficiency.

Responsible for the day to day management of all client engagements, ensuring service standards are met to analysis and review of issue tracking and data to enhance service delivery.

The role works alongside Global Client Coverage and with existing client service and operational teams to direct the model as we collaborate to serve our clients better and win as One RBC.

This will deliver an immediately noticeable improvement to the client service provided by RBC I&TS.

Global Client Coverage remains accountable for growing our strategic relationships and all sales enquiries / opportunities must be passed to Coverage for review and execution.

What will you do?

  • Acts as an operational point of contact for RBC coverage clients, proactively responding to client’s requirements across multiple geographies.
  • Supports the client service activity across all geographies and manufacturing locations.

    Delivers RBC I&TS operating models, products and services and analyses data / information to support decision making and solution modelling discussions.

  • Working directly with client leaders and functional leads, executes the operational strategy for RBC coverage clients with a focus on : client satisfaction execution, model simplification, greater efficiency and automation of client process, and identifying, predicting and proactively managing client requirements
  • Completes client activity logs including day to day activities / issues, change and on-boarding events.
  • Ensures the RBC service standards are met through daily review of key data, issue tracker and query management

  • Supports the management and execution of all change events including large scale projects / programmes, regulatory and industry change, and client imposed change.
  • Manages multiple stakeholders within RBC and the client organisation to ensure clients expectations are met or exceeded

  • Supports the client service and client operations teams across multiple geographies to ensure RBC provides best in class service to our Coverage clients
  • Supports the communication of the client’s strategic requirements internally and helps to align activities with I&TS strategic product initiatives / roadmaps by influencing, problem solving and solution planning with relevant stakeholders
  • Executes the detailed client analysis based on KPI data, query logs, action logs, change logs, BAU information, client information, etc.
  • to challenge and client satisfaction, service offering and performance

  • Works with the Global Client Coverage owner to support all aspects of RBC services and help us to win as One RBC
  • Leads and participates in face to face Service Level Reviews with the coverage clients ensuring we are capturing the VOC.
  • What do you need to succeed?

  • Extensive in-depth experience within progressive financial services companies
  • Experience managing clients with a global footprint
  • Understanding of RBC service offerings
  • Leading and implementing client focused operating models
  • High level of technical operational expertise
  • Excellent communication skills (oral, written and non-verbal) and ability to operate alongside senior leaders, functional leads.
  • Structured, organised and efficient
  • Leadership capabilities, potential
  • Strong risk management acumen (identification and mitigation)
  • Exceptional client facing skills including negotiation and influencing at a senior level
  • Demonstrated change management skills
  • Ability to support, negotiate, collaborate and bring people together
  • Demonstrated ability with conflict resolution and issue management
  • General working knowledge of factors affecting business and industry including trends in the marketplace, technology and competitors
  • Experience in project / programme support.
  • Nice to Have

  • Degree or equivalent
  • Responsible, methodical and organised.
  • Assertive, able to make expert decisions based on own judgement.
  • 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.

    About RBC

    Royal Bank of Canada is Canada’s largest bank, and one of the largest banks in the world, based on market capitalization.

    We are one of North America’s leading diversified financial services companies, and provide personal and commercial banking, wealth management, insurance, investor services and capital markets products and services on a global basis.

    We have over 80,000 full- and part-time employees who serve more than 16 million personal, business, public sector and institutional clients through offices in Canada, the U.S.

    and 37 other countries.

    For more information, please visit rbc.com.

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    Expand your limits and create a new future together at RBC.

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    Inclusion and Equal Opportunity Employment

    RBC is an equal opportunity employer committed to diversity and inclusion.

    We are pleased to consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veterans status, Aboriginal / Native American status or any other legally-protected factors.

    Disability-related accommodations during the application process are available upon request.

    Work Hours / Week : 35

    Work Environment : Office

    Employment Type : Contract

    Career Level : Experienced Hire / Professional

    Pay Type : Salaried

    Required Travel (%) : 0-25

    Exempt / Non-Exempt : N / A

    People Manager : Yes

    Application Deadline : 12 / 31 / 2018

    Posting Notes :

    Flexible working options considered e.g.

    working from home and flexible start / finish times.

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