Client Analyst, Entitlement Services Support, (Corporate Actions), I&TS

Job Description

Client Analyst – Entitlement Services Support – PL09

What is the opportunity?

This position is accountable for providing high quality client service to clients, through the management of day-to-day account activity relating to corporate actions, dividends and income for our Investor Clients and their appointed Investment Managers.

Quality client service is a priority when dealing with and responding to day-to-day queries and requests.

Entitlement Services Support (ESS) Client Service Representatives ensure a superior level of service is maintained at all times, sharing knowledge of pending issues and escalating items where necessary to their line manager or the relevant Client Service Manager (CSM), as appropriate.

Working in collaboration with other groups within Client Services and Operations, Client Service Representatives promptly resolve queries and assist in the development of solutions to address clients’ needs and or issues.

What will you do?

Operational Excellence - ESS

• Provide a superior level of client service as clients’ day to day contact by ensuring all queries are responded to promptly and accurately and in line with agreed service level standards
• Track all queries systemically and in collaboration with Operations / the business so as to identify trends and resolve underlying root causes. Produce and analyse daily query statistics
• Anticipate issues and proactively work to address concerns before they escalate, ensuring that recurring client issues are noted and advised to line manager and /or CSM
• Assist client with any “entitlements related projects”
• Minimise Errors & Omissions (E&O) occurrence through effective issue management and general attention to detail
• Keep client issues at the absolute minimal level.
• Ensure that up-to-date desk operating procedures are maintained and accessible to team members and specific daily administrative procedures are clearly documented
• Identify opportunities for increasing efficiency and productivity and share with line manager
• Participate in cross-training for developmental and back-up purposes (i.e.) internal / external meetings, sick days / vacation coverage
• Participate in Internal Bank projects as SME’s as requested
• Continuously improve daily working process do work in the most efficient manner
• Team collaboration is key on a daily basis and across jurisdictions
• Stay current with external environment that governs/influences the business
• Ensure the organisational framework supports the delivery of quality service and operational excellence
• Continuously identify opportunities to enhance our service.

Oversight

• Ensure that controls & procedures are maintained for outsourced activities
• Preparation of the oversight deck
• Follow up of the reconciliation, market claims.

Relationship and Communication

• Provide Support to the Management through regular communication
• Provide support to client when expertise required in relation with CA/IC/LENDING processes
• Maintain standards of personal and professional behaviour
• Knowledge and application of Protocols and Standards for delivering exceptional experiences to our clients.

Support & Relay Change Management

• Drives to Succeed: Results oriented / Client Focused / Competitive
• Leads with integrity: Trusted / Share information / Accountability
• Shapes the future: Innovative and strategic / Change agent / Entrepreneurial
• Develops others: Coaches for High Performance / Builds future capabilities / Team development

What do you need to succeed?

Must-have

• TM / Fund Administration business knowledge
• Project governance knowledge
• Interpersonal and networking skills with a proven track record of dealing with clients, management, colleagues and staff
• Good communication, presentation and negotiation skills
• Good innovation and change management orientation
• Good business acumen and profit orientation
• Risk management and mitigation focus
• Proven organisational and time management skills
• Track record of developing and implementing innovation and change
• Superior/Relevant Financial Education desirable
• Strong proven knowledge of the Entitlements activity:
  • Income collection
  • Corporate action mandatory
  • Corporate action voluntary
  • Bonds markets (Clearstream/EOC)
  • In house securities lending – TPL
  • Market claim management
  • Entitlements rules
• FX
• Post secondary education with an accounting/finance or business concentration or equivalent experience.

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, flexible benefits and competitive compensation
• 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
• A world-class training program in financial services
• Flexible working options fully supported.

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JOB SUMMARY
City: Dublin
Address: Dublin
Work Hours/Week: 40
Work Environment: Office
Employment Type: Permanent
Career Level: Experienced Hire/Professional
Pay Type: Salaried
Required Travel (%): 0-25
Exempt/Non-Exempt: N/A
People Manager: No
Application Deadline: 11/12/2021
Platform: RBC Investor & Treasury Services
Req ID: 420561
Posting Notes:
Flexible Working Options Considered