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?
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.
Ensures the RBC service standards are met through daily review of key data, issue tracker and query management
Manages multiple stakeholders within RBC and the client organisation to ensure clients expectations are met or exceeded
to challenge and client satisfaction, service offering and performance
What do you need to succeed?
Nice to Have
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.
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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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.