What is the opportunity?
This position is within Hong Kong Client Operations of RBC Investor and Treasury Services business and assumes the people manager role of the team.
The individual is accountable for the successful and consistent execution of the Company’s leadership strategy, carries out the Operational model and approach for assigned Team / Region.
Also, the individual is responsible to lead and direct all aspect of Transaction Management and provide senior management coverage of Client Operations Hong Kong.
In co-ordination with the operations managers, the incumbent is responsible for ensuring client’s satisfaction and maintaining a high standard of service agreed upon with the client.
The incumbent ensures that the day-to-day’s operations are efficient and perform an oversight on the daily processes outsourced to Malaysia operations center.
What will you do?
Directs a team of Transaction Management Client Service Representatives, which the ultimate goal to retain and grown our key client relationship and support client requests, change, transition and solutions
Assists the Director, Client Operations with the creation and maintenance of detailed plans to improve the country / region Operations process and client experience
Coaches team members and ensure they develop a solid knowledge and understanding of the services and processes related to their assigned clients.
Proactively coaches all team members to ensure firs class execution of the disciplined Client Operations process, in particular, process excellence, efficiency and risk mitigation
Mentors team members on dialogue elevation and ongoing understanding of industry needs and trends
Acts as Operations escalation point on the respective function line
Leads from Operations point of view on client related projects on client onboarding, migrations, funds and sub-fund launches, client restructuring and closures for both new and existing clients to ensure our clients receive an exceptional experience with RBC
Develops & implements comprehensive operating procedures that ensure the accuracy, timeless and completeness of all processes
Establishes an environment of continuous improvement that assesses workflow, processes and procedures on an ongoing basis, ensuring maximum efficiency and quality within the department
Directs the Governance and Oversight processes for the activities outsourced to Global Operation Centre and to ensure the quality of the deliverables are all met the agreed SLA
Ensures procedures are adequate to ensure compliance with applicable regulatory and audit requirements as well as internal risk management policies.
Mitigates financial / reputational risk by ensuring appropriate structure, resources, procedures and control are developed and maintained in compliance with regulatory requirements or company policies.
On New (Add-on) Business, New Product / Enhancement, Change, Onboarding and Transitions opportunities, represents Operations to respond to operational questions and concerns as Subject Matter Experts;
assesses and provides Operational impacts from new product / enhancement proposal; implements and escalates all Operational issues.
Be a visible member of the local business management committees to ensure our client and market approach is consistent with the business objectives
Post-Secondary Education with an accounting / finance or business concentration or equivalent experience(University degree or equivalent Preferred)
Extensive experience in custody and operations environment.
Extensive experience in people management
Superior interpersonal and networking skills with proven track record in building and maintaining excellent and long term client relationships and delivery / execution of change, industry associations, senior management, colleagues.
Excellent knowledge on global and or direct custody (focus in Trade Capture and Settlements, Corporate Actions, Incoming Processing, Custody Cash Management, Foreign Exchange, Tax, Reconciliations are essential)
Good knowledge on Hong Kong MPF funds and knowledgeable in Hong Kong regulatory environment
Comprehensive knowledge of major market participants
Comprehensive knowledge of the core products and services required within the asset management, insurance, pension and FI client base as well as Investor & Treasury Services infrastructure
Superior communication, presentation and negotiation skills
Strong innovation and change management orientation.
Strong verbal and written communications skills
Excellent command of English and Chinese (both Cantonese and Mandarin)
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.
Royal Bank of Canada is Canada’s largest bank, and one of the largest banks in the world, based on market capitalization.
We are one of North America’s leading diversified financial services companies, and provide personal and commercial banking, wealth management, insurance, investor services and capital markets products and services on a global basis.
We have over 80,000 full- and part-time employees who serve more than 16 million personal, business, public sector and institutional clients through offices in Canada, the U.
S. and 37 other countries. For more information, please visit .
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Inclusion and Equal Opportunity Employment
RBC is an equal opportunity employer committed to diversity and inclusion. We are pleased to consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veterans status, Aboriginal / Native American status or any other legally-
protected factors. Disability-related accommodations during the application process are available upon request.