Client Administrative Services Senior Associate

• Support the operational event process. This includes ensuring operating events are identified and correctly logged
• Manage the operational event process by performing quality assurance and working events through completion / handling escalations through to resolution
• Providing regular MI on Operational events (identifying common themes, clearly articulating root cause, controlling weaknesses and next steps)
• Support the Client Administrative Services team by carrying out client call backs/direct client emails. This could be relating to a change of bank details and queries relating to the W8-BEN form process
• Support the central Client reallocation process for CP leavers across the branch network, being the main point of contact, escalating queries to Senior Managers across branches and liaising with CFT, Operations, IT etc
• Managing the bereavement process / redesigning the bereavement process
• Produce CFT support material for data remediation projects i.e. CP Leavers underlying client data, MI to track progress throughout each reallocation and MI to track W Form completion rates
• Contribute with appropriate updates on CFT Teams Calls, CFT Teams Chats, office / regional calls regarding reallocation of clients and regulatory findings/breaches
• Deliver automated / semi-automated workflow solutions to optimise the end-to-end process
• Analysis of business data and MI, constructing summary reports as required for meetings (forums / committees)
• Attend refresher training throughout the year to support the regulatory changes within processes
• Develop and maintain robust relationships within the CFT branch network
• Work with Operational Risk to maintain oversight of total Operating Events
• Support the CFT Support Team to achieve their KPIs and strategic objectives
• Facilitate the implementation / adoption of other centrally-driven projects and initiatives

• Previous experience: Demonstrable experience in a client services, operations, operational risk role, or similar related experience
• Strong understanding of risk: Demonstrated ability to navigate and manage risk effectively
• Excellent communication skills: Proficient in both written and spoken English, ensuring clear and professional interactions
• Strong numerical skills: Comfortable with data analysis and numerical tasks
• Proficiency in MS Office: Skilled in Word, Excel, and PowerPoint for efficient task execution
• Meticulous attention to detail: Committed to delivering high-quality output with precision
• Well-organized and focused: Able to manage tasks efficiently and maintain productivity
• Adaptable and flexible: Capable of multitasking and adjusting priorities as needed
• Self-motivated: Able to work independently with minimal supervision once tasks are assigned
• Proactive problem solver: Takes initiative, suggests solutions, and investigates issues thoroughly
• High learning agility: Quick to learn and eager to expand knowledge and skills
• Strong interpersonal skills: Able to develop and maintain effective working relationships across all levels
• Empathetic communicator: Skilled in communicating with colleagues in a respectful and understanding manner
• Willingness to travel: Flexible to travel across the RBC Brewin Dolphin branch network as required

Openness to change: Experience in dynamic environments and embraces opportunities that come with organisation change

• 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