Director/Associate Director, Private Capital Services, Service Assurance
Esch-sur-Alzette, Luxembourg, Luxembourg
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What is the opportunity?

As a Director / Associate Director, Service Assurance, you will be a single, senior operational point of contact for our partner clients mainly at C-Suite level.

You will be responsible for the overall unconditional client service and ensuring RBC I&TS activities across all geographies and manufacturing locations are delivered to clients’ needs.

The role will have a focus on clients originated from the Real Estate and Private Capital asset class and will require a thorough understanding and of these asset classes..

What will you do?

  • Work with senior client leaders to develop and execute the operational strategy for RBC Partner and large Coverage clients with a focus on : enhanced interoperability, model simplification, greater efficiency and automation of client process, and identifying, predicting and proactively managing future state requirements.
  • Direct the client service and client operations teams across multiple geographies to ensure RBC provides best in class service to our Partner and large Coverage clients.
  • Provides leadership by bringing individuals together and developing a high performance culture servicing our clients.

  • Manages client activity logs including day to day activities / issues, change and on-boarding events.
  • Manage the communication of the client’s strategic requirements internally and leads alignment activities with I&TS strategic product initiatives / roadmaps by influencing, problem solving and solution planning with relevant stakeholders.
  • Manage the detailed client analysis based on KPI data, query logs, action logs, change logs, BAU information, client information, etc.
  • to assess future requirements, interoperability opportunity, challenges and use this analysis to enhance the client partnership, service offering and performance.

  • Partner and collaborate with the Global Client Coverage owner to direct all aspects of RBC services and help us to win as One RBC.
  • Lead, direct, inform, influence and mobilize various internal resources, functions and technology to design and deliver against our client business requirements in line with I&TS operating model strategy

  • Lead face to face Service Level Reviews with the partnership clients ensuring we are capturing the VOC.
  • What do you need to succeed?


  • Significant experience of progressive financial services experience with a focus on Real Estate and Private Capital services / Previous experience of managing clients with a global footprint
  • Fluent in English, French and / or German are an advantage
  • High level of technical operational expertise
  • Excellent communication and representation skills (oral, written and non-verbal) and expert ability to operate alongside internal and external executives
  • Leading and implementing client focused operating models
  • Nice-to-have

  • Direct experience working for a Real Estate or Private Equity investment management organization or at an AIFM
  • Strong risk management expertise (identification and mitigation)
  • Exceptional client facing skills including negotiation and influencing at a very senior level / Demonstrated ability with conflict resolution and change management
  • General working knowledge of factors affecting business and industry including trends in the marketplace, technology and competitors
  • 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
  • Leaders who support your development through coaching and managing opportunities
  • Ability to make a difference and lasting impact
  • Work in a dynamic, collaborative, progressive, and high-performing team
  • Opportunities to do challenging work
  • Opportunities to take on progressively greater accountabilities
  • Opportunities to building close relationships with clients
  • About RBC

    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.

    City : Esch-sur-Alzette

    Address : 14 porte de France

    Work Hours / Week : 40

    Work Environment : Regional Office

    Employment Type : Permanent

    Career Level : Senior Manager / Director

    Pay Type : Salaried

    Required Travel (%) : 26-50

    Exempt / Non-Exempt : N / A

    People Manager : Yes

    Application Deadline : 02 / 28 / 2019

    Posting Notes :

    Flexible Working Options Considered

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