Associate Director - Client Success Team, Relationship Management

Job Overview

The Associate Director of the Client Success Team, Relationship Management, plays a critical role supporting the Director of Client Success and acting as a senior liaison between RBC Capital Markets and its clients. This position collaborates with various internal stakeholders to drive client satisfaction, retention, and growth within the Global Investment Banking, Corporate Banking, and Securitization sectors.

Key Responsibilities

• Lead and uphold an exceptional client experience across all stages of the client lifecycle, focusing on pre and post onboarding phases.
• Manage all facets of onboarding with professionalism and accuracy, leveraging extensive expertise in client onboarding and Capital Markets operations.
• Maintain an active pipeline to ensure deadlines are met, escalating issues when necessary.
• Implement and support a proactive client care model that anticipates and addresses challenges arising from global regulatory changes, enhancing RBC's service differentiation.
• Serve as the primary contact for client lifecycle management, ensuring client satisfaction and coordinating outreach for necessary documentation while minimizing client burden.
• Coordinate end-to-end client case management by liaising with business and functional teams, guaranteeing adherence to service levels and timelines.
• Build strong relationships with Sales, Operations, and Enterprise partners, utilizing client lifecycle management tools for onboarding activities.
• Take ownership of resolving complex client onboarding issues and documentation updates.
• Drive strategic initiatives for continuous process improvement and stay updated on industry trends and best practices.
• Lead and develop the team by enforcing onboarding policies, selecting high-performing members, mentoring, and providing training to enhance skills and embed company culture.

Qualifications and Skills

• Bachelor's degree with 7 to 10 years relevant experience.
• Proven leadership with emphasis on client experience and onboarding.
• Thorough knowledge of KYC/AML, financial regulations, compliance, and industry standards.
• Strong strategic thinking, problem-solving, and decision-making skills.
• Excellent communication and interpersonal skills to interact effectively with diverse teams and clients.
• Capability to innovate and adapt within evolving market environments.
• Experience establishing new business processes and fostering cross-functional relationships in complex environments.
• Agility to manage day-to-day operations while supporting functional evolution.
• Effective people leadership skills with ability to motivate and develop teams.
• Familiarity with change management principles relating to business and regulatory changes.
• Self-motivated, proactive, with strong organizational and time management skills to meet fast-paced business demands.

Benefits and Work Environment

• Access to a comprehensive Total Rewards Program including bonuses, flexible benefits, competitive salary, commissions, and stock options where applicable.
• Opportunity to work in a dynamic, collaborative, and high-performing team environment.
• Engagement with challenging projects and direct client interactions.
• Access to diverse job openings across various businesses and global locations.

Additional Information

Work Hours: 37.5 hours per week
Location: RBC Centre, 155 Wellington Street W, Toronto, Canada
Employment Type: Full-time, Regular, Salaried
Application Deadline: August 3, 2026

This role supports RBC's values of putting clients first, integrity, collaboration, respect, and excellence. The organization promotes diversity, inclusion, and professional growth to foster an engaging workplace where employees can thrive and contribute meaningfully to clients and communities.