♦ Responsible for the monthly maintenance releases; business requirements, prioritization, impact analysis, User Acceptance Testing, defects management, and Production Verification Testing♦ Deliver products leveraging waterfall, agile/scrum or a combination of both methodologies♦ Signoff authority for projects and enhancements, while analyzing and mitigating risk during project implementation♦ Assist in developing and executing the digital strategy while ensuring the RBC vision is followed♦ Responsible for the day-to-day management of RBC DI trading platforms, support centers, online & mobile trading and the National Liaison Group email box♦ Relationship manager and primary contact with external vendors, RBC Wealth Management and RBC Online Support for system related issues, change requests, fixes and escalations♦ Maintain and update internal resources related to Online, Mobile & Trading channels♦ Liaison between departments while keeping a constant communication flow between both Contact Centers, Operations, Compliance and IT teams to deal with ad hoc initiatives, unplanned service issues, outages, and regulatory changes♦ Subject matter expert for business/IT projects that impact RBC DI and its clients♦ Crisis Management – leadership, communication & risk management; Manage, assess and help mitigate the risk to the business during trading & online system outages, and provide communication to clients and contact centers

♦ Handled and prioritized client escalations related to trading and customer satisfaction issues♦ Performed an in-depth analysis to pinpoint the problem that led to the escalation♦ Reported any coaching opportunities to the agent’s direct manager in order to provide the necessary training♦ Reviewed all client complaints and reached settlement agreements with clients♦ Assisted managers in contacting dissatisfied clients for the purpose of retaining their business and ensuring a great relationship between the client and RBC DI♦ Provided the necessary support to agents in order to ensure that they accurately responded to client inquiries♦ Reviewed trade requests and provided agents with the necessary authorization to facilitate a client’s trade instructions♦ Assisted in the training of newly hired employees and provided them with the necessary tools to succeed on the job♦ Assisted clients in settling estates and acted as a liaison between the executors, lawyers and the estates department

♦ Provided knowledgeable, accurate, responsive and professional trading services to RBC Direct Investing Inc. customers, through the prompt and courteous completion of trade instructions ♦ Provided appropriate information and matched appropriate solutions to meet client needs, within regulatory and RBC DI guidelines♦ Actively promoted the capability and functionality of the RBC DI platforms and proactively identified self-service opportunities with clients ♦ Applied industry rules and regulations as well as RBC DI trading policies to activities, information requests and order executions. Ensured the client has the means to meet trade settlement♦ Proactively spotted opportunities with all clients to enhance sales activities and as appropriate, proactively asked clients for new business

♦ Operated as the lead point of contact for any and all matters specific to IBM customers♦ Assisted with high severity requests or issue escalations as needed, in order to maintain strong, long-lasting customer relationships♦ Developed a trusted advisor relationship with key customer stakeholders and executive sponsors♦ Ensured the timely and successful delivery of IBM solutions according to customer needs and objectives♦ Identified growth opportunities and collaborated with sales teams to ensure growth attainment♦ Forecasted and tracked key account metrics and updated receivables buy totaling unpaid invoices♦ Posted revenues by verifying and entering transactions from lock box and local deposits.