Director - Client Success Team, Relationship Management

What is the opportunity? 

The Director of Client Success Team, Relationship Management is a key member of the Client Success Team, serving as the team lead, product/industry specialist, and primary point of contact for between RBC Capital Markets businesses and clients. This role involves strategic planning, team leadership, and close collaboration with various functional partners to enhance client satisfaction, retention and growth.

• Responsible for leading and supporting a best-in-class client experience through all phases of the client lifecycle focusing on the Global Investment Banking, Corporate Banking, and Securitization businesses. 

• This role will be responsible for all aspects of pre and post onboarding, providing a professional, attentive, and accurate service to clients and internal business partners, leveraging extensive knowledge of both the client onboarding process and Capital Markets operations.

• Responsible for active pipeline management measured against deal date adherence and escalated when at risk.

• To implement a robust client pre and post care experience that can anticipate and quickly react to the consistent challenges that global regulatory changes present to RBC and its clients, and contribute to a continuous relationship management model creating a differentiating service from our peers

What will you do?

Key Responsibilities

Relationship management:

• Ensure end-to-end client satisfaction is attained throughout the pre and post onboarding lifecycle while acting as the primary point of contact for RBC business partners

• Where required build and maintain strong relationship with clients by educating and guiding them through the RBC onboarding process

• Coordinate outreach for client documentation updates and ensure client contact is minimized with maximum effect, transparency, and any necessary escalations are performed in an accurate and timely manner

E2E client case management:

• Act as a central point of contact for RBC Capital Markets business partners and internal functional teams.  Escalating as needed to ensure deadlines are met.

• Coordinate and oversee E2E onboarding, and enforce service level expectations across functional partners responsible for performing activities pertinent to client onboarding

• Build and maintain strong relationships with functional partners in Sales, Operations and Enterprise Partners

• Utilize CLM tool and ecosystem for all onboarding related activities (e.g. status updates and document repository)

• Assume ownership and accountability for the resolution of complex issues and concerns relating to client onboarding and client documentation updates

Process improvement:

• Own the strategic vision for the implementation of strategies to enhance client and employee experience

• Collaborate with business partners to continually seek process improvements

• Provide clear and meaningful client experience service level, KPI, and KRI reporting to functional stakeholders and senior executives.

• Analysis of client success metrics and data to make informed decisions to improve client satisfaction

• Stay abreast of industry trends and best practices

People Leadership

• Ensure team operates effectively by adhering to the defined E2E onboarding methodology and policies

• Selects and builds high performing teams, leveraging individual capabilities and strengths

• Provides coaching, mentoring and professional development that further embeds the right cultural norms and values

• Actively works to identify future leaders, ensuring high employee engagement and promotes positive communication

• Takes a strategic view of resourcing and reskilling to accommodate changes in the business as well as evolving regulatory requirements and technology

• Drives a client first and change culture throughout the organization

• Develop training programs to enhance skills and knowledge of team

What do you need to succeed?

Required

• Proven leadership experience in Capital Markets with a focus on client experience and onboarding

• In-depth knowledge of KYC/AML, financial regulations, compliance requirements, and industry best practices

• Strong strategic thinking, problem-solving, and decision-making skills

• Excellent communication and interpersonal abilities to effectively liaise with diverse teams and clients

• Track record of driving operational excellence and optimizing onboarding processes

• Change mindset with the ability to innovate and adapt to evolving market dynamics

• Demonstrated experience in defining and establishing new business processes and forming strong relationships across front office businesses and functions

• Experience operating in a highly complex and somewhat ambiguous environment.

• Have professional agility and adaptability to support the day-to-day operation of the team while leading ongoing evolution of the function.

• Bachelors Degree with 10 to 12 years of experience

Preferred

• MBA or CFA ​

Skills and Capabilities

• Strong people leadership skills to manage, motivate and inspire a workforce

• Understanding of change management to support the evolving nature of change related to business and regulator requirements as applicable.

• Proactive team player, self-motivated with strong organizational and time management skills (able to prioritize to meet the face paced demands of the capital markets business).

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 and flexible benefits, competitive compensation

• Leaders who support your development through coaching and managing opportunities 

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

• Opportunities to do challenging work

• Flexible work/life balance options

#LI-KA2

Job Skills

Business Productivity, Career Development, Conflict Management, Customer Experience Management, Customer Relationship Management (CRM) System, Customer Service Management, Operational Delivery, Performance Management (PM), Problem Management, Standard Operating Procedure (SOP)

Additional Job Details

RBC CENTRE, 155 WELLINGTON ST W:TORONTOTorontoCanada37.5Full timeCAPITAL MARKETSRegularSalaried2026-03-052026-03-19

Note: Applications will be accepted until 11:59 PM on the day prior to the application deadline date above

Our Employment Opportunities

At RBC, we are guided by living shared values of Client First, Integrity, Collaboration, Respect and Excellence and winning together as One RBC. We believe an inclusive workplace that has diverse perspectives is core to our continued growth as one of the largest and most successful banks in the world. Maintaining a workplace where our employees feel supported to perform at their best, effectively collaborate, drive innovation, and grow professionally helps to bring our Purpose to life and create value for our clients and communities. RBC strives to deliver this through policies and programs intended to foster a workplace based on respect, belonging and opportunity for all.

RBC is presently inviting candidates to apply for this existing vacancy. Applying to this posting allows you to express your interest in this current career opportunity at RBC. Qualified applicants may be contacted to review their resume in more detail.