Job Description
What is the opportunity?
In this role you will report to the Director of Global KYC Refresh and Managed Services and lead the Managed Services governance strategy for the Client Lifecycle Management group. You’ll drive effective oversight and governance, while building a strong relationship with managed services providers to promote client experience and operational excellence in KYC refresh.
What will you do?
Manage third‑party service provider relationships to support CLM delivery, including contract management, performance monitoring, and issue resolution to ensure alignment with business objectives and service standards.
Establish and track KPIs specific to managed service providers’ performance, conducting regular reviews and fostering a collaborative partnership approach to drive continuous improvement and innovation.
Collaborate with Front Office, Financial Crimes, Data Analytics, Account Management, and other key stakeholders to ensure a cohesive, cross‑functional approach to KYC refresh.
Champion a culture of customer‑centricity across teams and partner organizations, ensuring clients receive consistent, high‑quality service experiences.
Build and lead high‑performing teams accountable for delivering CLM initiatives and meeting strategic objectives.
What you need to succeed?
Bachelor’s degree in a relevant field of study.
4+ years of prior experience in a related environment, preferably includes Capital Markets operations, customer engagement, or account management, with exposure to AML and compliance regulations.
3+ years of experience leading cross‑functional teams and executing customer lifecycle or customer engagement strategies with measurable business impact.
Demonstrated ability to manage vendor or third‑party service provider relationships, including contract negotiation, performance management, and issue resolution.
Experience with customer segmentation, demand forecasting, and retention strategy development.
Strong communication, analytical, and critical thinking skills to make sound decisions and solve problems under pressure.
High proficiency in Microsoft Word, Excel, and PowerPoint for reporting and presentations, with comfort using CRM systems and data analytics tools.
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 and flexible benefits, competitive compensation.
Leaders who support your development through coaching and mentoring opportunities.
Work in a dynamic, collaborative, progressive, and high‑performing team.
Opportunities to do challenging work that directly impacts client relationships and business growth.
Flexible work/life balance options.
Job Skills
Communication, Competitive Markets, Decision Making, Financial Services Industry, Foreign Exchange (FX) Trading, Interpersonal Relationship Management, Knowledge Organization, Operational Delivery, Risk Management, Securities Laws
Additional Job Details
Address: RBC CENTRE, 155 WELLINGTON ST W:TORONTO
City: Toronto
Country: Canada
Work hours/week: 37.5
Employment Type: Full time
Platform: CAPITAL MARKETS
Job Type: Regular
Pay Type: Salaried
Posted Date: 2026-02-12
Application Deadline: 2026-03-04
Note: Applications will be accepted until 11:59 PM on the day prior to the application deadline date above
Inclusion and Equal Opportunity Employment
At RBC, we believe an inclusive workplace that has diverse perspectives is core to our continued growth as one of the largest and most successful banks in the world. Maintaining a workplace where our employees feel supported to perform at their best, effectively collaborate, drive innovation, and grow professionally helps to bring our Purpose to life and create value for our clients and communities. RBC strives to deliver this through policies and programs intended to foster a workplace based on respect, belonging and opportunity for all.
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