Little "i" innovation Award Winner - 2023 May

• Execute day-to-day activities within the Canadian Tax Operations Team for RBC Wealth Management Canada while working closely with various tax teams to ensure complete and accurate tax slips generation, client mailings, and filing with relevant tax authorities (CRA/MRQ) to meet the regulatory deadlines.• Support tax teams, perform data validations on various tax reports, escalate any issues as appropriate, and document and address them in a timely manner.• Investigate and resolve client and branch questions.• Adhere to regulatory tax reporting requirements.• Maintain desk operating procedural manuals – review and updated as required.• Identify opportunities to increase efficiencies and reduce operational risk using automated and semi-automated processes.• Perform various ad-hoc duties and assist with managing multiple project tasks in the department.

• Obtain daily reports from Oracle based Opera system and analyze the accuracy of the daily transactions. • Monthly and quarterly review of revenues, profits, expenses and develop comparison reports with market trends.• Develop monthly, quarterly and annual forecasting reports for the corporate management.

• Responsible to track, monitor and renew 60+ software licenses and hardware support contracts to ensure vendor compliance.• Responsible to procure and process software maintenance, renewals, true-ups and true-downs based on the business needs. • Experience in Microsoft 365 true-up/ true-down administration.• Actively manage software inventory to have the correct insights of the license position and to meet vendor compliance liabilities.• Process procurement approvals for acquisitions, renewals and release purchase orders as required by the business.• Asset tracking and license entitlement management through various inhouse applications.• Assist VP – IT Operations, CTIO and the Manager – IT Finance for the decision-making process by providing various types of reports. Eg:- Cost analysis , Renewal history (YoY cost comparisons), etc.• Responsible to handle co-terming agreements in instances where multiple software acquisitions happened throughout different time periods. • Provides direction to and consultation with software product owners/ project managers regarding processes and procedures related to software procurement, new products, agreements, renewals, and amendments.• Monitors and captures software usage and counts within the licensing management system.• Developed SharePoint Site to record Software and Hardware asset information, manage license agreements (including legal documents) and invoice records more efficiently and conveniently.• Supported IT Finance by assisting month-end duties, accruals, ensuring expenses are recorded in the right period.

• Assist and guide clients to available products and services offered by Direct Investing• Guide clients to evaluate profitability in portfolios• Strong knowledge of Wealth Management Operations’ processes and products (New Accounts & Documentation, Account Transfers, QI / FATCA, Fees, Corporate Actions & Optional Dividends processing, RRIF Payments, RESP & RRSP withdrawals, etc.)• Strong knowledge on wealth management applications like Client source, Service Link, SalesForce, BTS, etc.• Execute Forex and Journal entries as per client’s requirements• Process corporate voluntary actions• Manage risks by adhering to compliance routines, processes, and controls to protect client and shareholder interests while completing transactions

• Proactively engage with RBC clients through various communication channels to deliver an outstanding customer service experience, making every client interaction an exceptional one.• Focus on helping clients when they need us most, by responding empathetically to a variety of questions, assisting with a myriad of banking solutions and resolving client concerns at first point of contact.• Contribute to team results by supporting all colleagues to be successful in meeting client needs.• Cultivate and maintain relationships with partners to work as one RBC team.• Manage risks by adhering to compliance routines, processes, and controls to protect client and shareholder interests.• Educate and assist clients with using RBC digital capabilities.

• Proactively engage with clients in the branch and deliver an outstanding service experience through completing transactions and by identifying opportunities for advice, solutions, digital enablement and partner introductions• Focus on education and demonstration, leverage technology to deliver a memorable client experience, drive solutions and retain business• Manage risks by adhering to compliance routines, processes, and controls to protect stakeholder interests while completing transactions

• Responsible to timely execution of PC refreshing, remote software management, VPN management.• Managed IT change requests and new implementation requests through the lifecycle from submission to the completion and closure.• Monitors, maintains & restores service for the infrastructure, applications (online and offline), and security, while meeting service level agreements for infrastructure, applications, and data/reporting.• Extensive experience in supporting all Windows Clients (XP & Windows 10), MS Office Products. • Worked with technical support teams to diagnose and resolve problems and issues as and when required.• Prepared and reviewed business and functional documentation and test plans. Monitored the timelines constantly and its compliance.• Responsible to ensure that the data is backed up, archived, and purged as necessary.• Carried out in-house training programs, prepared and distributed simplified user manuals, etc.• Obtained continuous feedbacks from users and initiated changes after the review process. • Reviewed and refined the existing systems/ products as per the business users and client requirements.• Developed user guides and directives for implemented digital products and services.• Assessed the accuracy and operational outcome of all new systems and changes of existing systems ensuring consideration to the potential conflicts.• Hands on experience in agile issue tracking tools i.e. JIRA and online collaboration tools i.e. MS Teams & ZOHO.