RBC Brewin Dolphin - Client Administrative Services Senior Manager

What is the opportunity?

We have an excellent opportunity for a Client Administrative Services Senior Manager to join the Chief Administrative Office (CAO) in London. Reporting to the Chief Administrative Officer, this role is a key point of contact for both clients and client facing teams. The successful candidate will also have people management responsibility of the Client Administrative Services Team.

The role holder will have oversight and manage tasks related to, but not limited to, the reallocation of clients, client call backs, distribution and monitoring of W-8 forms, managing bereavement services, fee anomalies and the resolution of errors made by the client facing team, including root cause analysis of the errors and preventative measures (training / process amendments / other).  The team will focus on core client maintenance activities supporting the client lifecycle. The role holder will need to maintain high levels of engagement within the team and across the office network.
 

RBC’s expectation is that all employees and contractors will work in the office with some flexibility to work up to 1 day per week remotely, depending on working arrangements.

What will you do?

• Manage and deliver the book of work for Client Services (including call backs, the Certified Persons leavers process, W-8 forms, managing error resolution, fee anomalies and bereavement among other in-scope initiatives).

• Represent Wealth and Investments Client Services at respective committees and working groups.

• Directly lead communications across Client Facing Teams (CFT) including: Teams Calls, Teams Chat, drop into office / regional calls to update on process changes, efficiencies and capacity benefits being delivered by the team.

• Ensure that front office errors are managed through to conclusion (including managing escalations, performing quality assurance and reporting).

• Partner with different business areas to identify / triage issues limiting business productivity and efficiency.

• Design and deliver team insights (via MI) for work completed and capacity gained by the client facing teams.

• Improve processes and update systems (partnering with wider CAO functions).

• Develop and maintain robust relationships with the Regional Business Managers and Office Partner network.

• Maintain effective working relationships across all RBC corporate functions to work collaboratively and productively (including Operational Risk, Complaints, Compliance, Legal, Tax, Operations, etc).

• Supporting the Client Facing Teams to achieve KPIs and strategic objectives

• Ensuring that client-facing team requirements are represented, and change is implemented on time.

What do you need to succeed?

Must-have

• Demonstrable experience in wealth management, with strong understanding of business operations, business risk requirements, products, and processes across the Wealth Management end-to-end value chain.

• Understanding of end-to-end business processes and technological impact on relevant areas.

• Up to date knowledge of the regulatory environment and the challenges affecting Wealth Management.

• Pragmatic, balanced and commercial with excellent analytical and problem-solving skills. 

• Strong data skills, able to review & analyse high volumes of data quickly and efficiently. 

• Able to direct and influence senior colleagues to drive effective decision-making and execution.

• Able to prioritise competing demands and creating simple and effective outcomes in complex situations.

• Strong written and verbal communication skills, experience communicating with a variety of stakeholders across the business.

Nice-to-have

• Experience working in a business undergoing significant change is highly favourable.

What is 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.

• Leaders who support your development through coaching and managing opportunities.

• Opportunities to work with the best in the field.

• Ability to make a difference and lasting impact.

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

• Flexible working options fully supported.

Agency Notice

RBC Group does not accept agency resumés. Please do not forward resumés to our employees, nor any other company location. RBC Group only pay fees to agencies where they have entered into a prior agreement to do so and in any event do not pay fees related to unsolicited resumés. Please contact the Recruitment function for additional details.

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Job Skills

Business Appraisals, Business Process Design, Business Process Improvements, Business Process Modeling, Configuration Management (CM), Crisis Management, Effectiveness Measurement, Implementation, Requirements Analysis, Workflow Analysis

Additional Job Details

12 SMITHFIELD STREET:LONDONLondonUnited Kingdom35Full timeWEALTH MANAGEMENTRegularSalaried2025-11-182025-12-02

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

Inclusion and Equal Opportunity Employment

At 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.