Associate Director, Client Success Initiatives & Improvements

What is the opportunity?

In this role the Associate Director will be responsible to deliver value to clients and the business through strategic initiatives and business process improvements that generate efficiencies and increase digitization. As Voice of the Client (VOC), the incumbent will also work closely with the Change Management and Client Partners to define client rollout strategies and planned approach inclusive of process, controls, risk, training, and communication as applicable to drive overall client adoption of digital deliveries.

What will you do?

• Lead and execute on projects and initiatives that impact clients by connecting feedback across data channels.
• Partner/Collaborate with Product, Digital Teams, and Client Partners to deliver on projects.
• Identify Process Improvements Opportunities that are comprehensive, scalable, and insightful that would improve client experiences and interactions.
• Execute improvement opportunities that streamline processes and eliminate waste and duplication.
• Lead the client rollout plan including training, communication that will drive client adoption of all changes being introduced.
• Lead and support change management strategies with the overall goal of recognizing client impacts and delivering programs successfully.
• Lead and support change leadership strategies to support improvements to existing processes.
• Single change solution for clients - alignment of T &O, business, regulatory and client change resources to provide a seamless client experience on change.
• Encourage collaboration, knowledge sharing, and continuous learning within the RBC IS team with succinct action plans.
• Measure the impact of digital adoption on employee satisfaction and productivity.

What do you need to succeed?

• Minimum 5 years strong Leadership/Management role, across functional business experience/exposure, RBCIS preferred.
• 7+ years financial industry experience specifically in Custody and Client Service
• Proven experience in change management, project management, or related areas.
• Familiarity with digital training tools (i.e., Camtasia, Adobe, Articulate, PowerPoint, Word).
• Ability to think strategically and develop creative solutions to problems with vision and clarity.
• Strong interpersonal and listening skills.

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.

• Excellent exposure to communicate with various business partners and stakeholders in RBCIS and within other platforms as appropriate.
• Opportunity to obtain hands-on experience throughout your role.
• Working with an exciting, close-knit, supportive & dynamic group
• Opportunity to collaborate with other business segments within the bank.
• Excellent career development and progression opportunities
• A comprehensive Total Rewards Program including bonuses and flexible benefits.
• Competitive compensation

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