Client Onboarding Success Mgr II

$71,864 - $114,795/Yr

Royal Bank of Canada - Jackson, MS

Full-time

Jackson, MS

Credit Intermediation and Related Activities

About the position

The Treasury Management Solutions (TMS) Client Onboarding Success Manager is responsible for the onboarding of new and existing clients with treasury management products. This role involves project management and ownership of the implementation process, ensuring client satisfaction and compliance with defined processes and policies. The manager will coordinate all necessary parties to expedite onboarding and ensure adherence to service level agreements.

Responsibilities

• Gather details of implementation and agreements through sales/client interaction.
• Coordinate all aspects of the client kick-off call to confirm scope and agree on milestones.
• Ensure all TMS agreements/documentation/requirements are sent and received from the client.
• Ensure compliance with audit and risk policies and procedures.
• Proactively manage implementation issues, escalations, and error resolution.
• Document changes to policies and procedures to improve future client experience.
• Schedule and coordinate file testing with clients, vendors, and internal resources.
• Coordinate testing with the TMS Client Testing Team.
• Ensure implementation is progressing through internal coordination.
• Create and manage project plans with agreed milestones for onboarding or complex product implementation.
• Set up recurring calls with clients and necessary internal partners to facilitate implementation.
• Maintain a dashboard with status updates on implementation progress.
• Coordinate and ensure client training is completed according to needs.
• Act as the point of contact for 30 days post-implementation to ensure client success.
• Facilitate hand-off to line of business operations, client services, and sales team.

Requirements

• 3-5 years customer service experience.
• 3-5 years financial service & banking industry experience, preferably in treasury services.
• 3-5 years of experience with Microsoft, project, and/or data tools.

Nice-to-haves

• Bachelor's degree or equivalent job experience.
• Client-facing treasury services implementation experience.
• Strong working knowledge of treasury management products and services.
• Proven project management experience, certification a plus (e.g., Certified Treasury Professional, Project Management Institute).
• Proficient in Microsoft Office software and data tools.
• Strong teamwork and partnership skills.
• Effective communication (verbal and written) and presentation skills.
• Demonstrable self-motivation and strong customer focus.

Benefits

• Base salary ranging from $34.55 to $55.19 per hour, with eligibility for bonuses and/or commissions.