● 招聘公司：RBC
● 公司简介：加拿大皇家银行（Royal Bank of Canada）成立于1864年，是加拿大市值最高、资产最大的民营银行，也是北美领先的多元化金融服务公司之一。在全球，加拿大皇家银行拥有约七万名员工，在30多个国家设立有分支机构，为1400多万客户提供各类金融服务。
● 招聘职位：服务保障专员 ● 职位性质：Full Time ● 职位薪酬：$90,000+ ● 工作内容： - 确保工作执行符合规定，管理RBC和客户组织内的相关人员，以确保满足客户期望；
- 与客户领导直接沟通，提高客户流程的效率和自动化能力；
- 管理客户活动日志，确保关键数据符合RBC服务标准；
- 掌握所有RBC变更事件的管理和执行；
- 掌握所有旨在提高客户对I&TS服务总体满意度的计划，并提供技术专业知识；
- 根据KPI数据等相关信息进行客户分析，以评估服务。
● Responsibilities： - Act as the operational point of contact for RBC clients, as well as the technical engineer in the RBC I&TS operating models and ensure execution is in line with the stated parameters. Manage multiple stakeholders within RBC and the client organization to ensure client expectations are met.
- Communicate directly with client leaders with a focus on: technology, model simplification, greater efficiency and automation of client process, and identify, predict and proactively manage future state developments.
- Manage client activity logs including day to day activities/issues and on-boarding events. Ensure the RBC service standards are met through daily review of key data, issue tracker and query management.
- Support the management and execution of all RBC change events including regulatory and industry change, and client imposed change.
- Support all initiatives aimed at improving and enhancing overall client satisfaction with I&TS services and for providing technical expertise to support RBC clients’ objectives.
- Conduct client analysis based on KPI data, query logs, action logs, BAU information, client information, to assess service offering and performance.
● 职位要求： - 3年以上金融服务经验；
- 3年以上的全球客户管理经验；
- 本科以上学历，商业、经济专业优先；
- 掌握技术运营专业知识和理解端到端运营模式和业务驱动力；
- 拥有项目支持经验，掌握风险管理知识；
- 具备良好的变革管理技能和面向客户的工作能力；
- 能够与领导们一起工作。
● Requirements： - 3+ years’ of progressive financial services experience
- 3+ years’ managing clients with a global footprint
- Undergraduate degree preferably in Commerce, Economics or Business
- High level of technical operational expertise and ability to understand operating models end to end and business drivers
- Experience in project/program support; knowledge of risk management
- Demonstrated change management skills with excellent client facing abilities
- Ability to operate alongside senior leaders, and functional leads
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