Service Associate

Rsum du travail

Description du poste

What is the opportunity?

The overall purpose of this role is to act as a central point of contact and relationship manager to the Dominion Securities (DS) Front Office personnel as it pertains to Operations matters. The successful incumbent will be a point of escalation for service quality and problem resolution, operational inquiries, and issues / opportunities management. Working as a Center of Excellence" to the business, Associates will liaise with the various operations processing centers-of-excellence to research and investigate inquiries and issues, resolve concerns and champion business requests to ensure a seamless operations service experience.

What will you do?

Subject Matter Expert for service escalation and problem resolution. Use extensive procedural knowledge and technical expertise of group functions for resolution, understanding full impact of the end-to-end process on sales, DS service cycle / client experience and Canadian Operations

Research inquiries, issues and concerns carry the baton to obtain status updates, answers and solutions providing a true Middle Office service to DS business partners

Advocate for strong Service Level Agreement performance and delivery through ongoing monitoring and coaching within the department and across Canadian Operations as required on behalf of DS personnel

Proactively identify and monitor group service quality performance gaps/trends against established SLA standards. Analyze root cause and recommend solutions/action plan. Provide advice and counsel for service quality efficiency and effectiveness and client care opportunities

Support the implementation of change process of business strategies, evolving interdependencies related to service quality, problem resolution and related initiatives with field impact or specific to the group

Leverage internal/external contacts to address/resolve issues/opportunities

Develop and enhance relationships with Service Partners (DS Offices and various departments across Canadian Operations) to enhance interdependency performance, ensuring equitable balance between service efficiency and effectiveness and the client experience

What do you need to succeed?

Must Have

Bilingual in both English and French, written and spoken

4 year degree from an accredited university or equivalent OR High school diploma or equivalent AND 3+ years of job-related experience

Minimum 1 year prior securities, banking, technology and/or job specific related industry experience

Exceptional relationship management and analytical skills. Ability to communicate and partner effectively with Front Office professionals (Investment Advisors, Assistants, Branch Administrators, Branch Managers), to research and resolve operations related matters

Comfortable with working independently and adhering to committed deliverables in a fast-paced, dynamic work environment

Nice to Have

Broad knowledge of Wealth Management Operations processes and/or products (New Accounts / Documentation, Account Transfers, Mutual Funds, QI / FATCA, Fees, Corporate Actions, Dividends / Interest processing, Payments, RESP, etc.)

Strong foundation in RBC WMs operational systems, Broadridge BPS, ServiceLink, ClientSource, ClientView, ClientLink, etc.

Strong understanding of the Operations value chain, from new client onboarding, through to asset transfer-in, trade execution, asset servicing and client reporting.

Technical skills required MS Access, MS Excel, MS PowerPoint at an intermediate to advanced level

Special Conditions

Applicants must be available to work Monday to Friday between the hours of 10 AM to 6 PM. The successful candidate will have a hybrid work arrangement and can work out of Toronto or Montreal.

Whats 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.

Ability to make a difference and lasting impact

Work in a dynamic, collaborative, progressive, and high-performing team

Opportunities to do challenging work

Opportunities to take on progressively greater accountabilities

Comptences professionnelles

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Remarque: Les demandes seront acceptes jusqu' 23 h 59 le jour prcdant la date limite de prsentation des demandes ci-dessus

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