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Associate, Middle Office


This is a Contract position in Toronto, ON posted January 29, 2021.

What is the opportunity?

As Associate, Middle Office Dominion Securities (DS) you will be a central point of contact and relationship manager to the DS Front Office personnel as it pertains to Operations matters.  You will be a point of escalation for service quality and problem resolution, operational inquiries, and issues / opportunities management.  You will also liaise with the various operations’ processing centres-of-excellence to research and investigate inquiries and issues, resolve concerns and champion business requests to ensure a seamless operational service experience.

** This is a contract position for 18 months **

What will you do?

  • Champion service quality awareness and continuous improvement of Operational matters for the DS business
  • Subject Matter Expert for service escalation and problem resolution.  Uses extensive procedural knowledge and technical expertise of group functions for resolution, understanding full impact of the end-to-end process on sales, DS service cycle / client experience and Canadian Operations
  • Research inquiries, issues and concerns – “carries the baton” to obtain status updates, answers and solutions – providing a true Middle Office service to DS business partners
  • Advocate for strong Service Level Agreement performance and delivery through ongoing monitoring and coaching within the department  and across Canadian Operations as required on behalf of DS personnel
  • Proactively identifies and monitors group service quality performance gaps/trends against established SLA standards.  Analyzes root cause and recommends solutions/action plan. Provides advice and counsel for service quality efficiency, effectiveness and client care opportunities.
  • Support the implementation of change process of business strategies, evolving interdependencies related to service quality, problem resolution and related initiatives with field impact or specific to the group.
  • Develop and enhances relationships with Service Partners (DS Offices and various departments across Canadian Operations) to enhance interdependency performance, ensuring equitable balance between service efficiency and effectiveness and the client experience.
  • Participate in cross-functional initiatives with DS and Canadian Operations, acting in a consultative capacity as required for the department manager.

What do you need to succeed?


  • Post-Secondary Education (College or University)
  • Relationship management and analytical skills.  Ability to communicate and partner effectively with Front Office professionals (Investment Advisors, Branch Administrators, and Branch Managers) to research and resolve operations’ related matters.
  • Broad knowledge of Wealth Management Operations’ processes and/or products (New Accounts / Documentation, Account Transfers, Mutual Funds, QI / FATCA, Fees, Corporate Actions, Dividends / Interest processing, Payments, RESP, etc.)
  • Foundation in RBC WM’s operational systems, Broadridge BPS, ServiceLink, ClientSource, ClientLink,etc.
  • Understanding of the Operations’ value chain, from new client onboarding, through to asset transfer-in, trade execution, asset servicing and client reporting.


  • BBA / BComm / BSc / BA
  • Technical skills required MS Access, MS Excel, MS PowerPoint at an intermediate to advanced level and comfortable with working independently and adhering to committed deliverables in a fast-paced, dynamic work environment.
  • Ability to present information and data in a structured manner to stakeholders of varying seniority levels across the organization.

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.

  • 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   



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


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:  Toronto
Address:  180 Wellington St. West
Work Hours/Week:  37.5
Work Environment:  Office
Employment Type:  Contract
Career Level:  Experienced Hire/Professional
Pay Type:  Hourly
Position Level:  PL09 
Required Travel(%):  0
Exempt/Non-Exempt:  N/A
People Manager:  No
Application Deadline:  02/08/2021
Req ID:  316916