Administrator, Entitlements

Job Description What is the opportunity? RBC Investor Services Malaysia is a processing center of operational excellence supporting 10 countries across three geographic time zones. RBC IS Malaysia employs a Global Operating Model to maximize efficiencies across time zones and supports a 24/5 operational capability. The objectives for Malaysia are to enhance the scalability of our global operations, improve service quality via our ‘centers of excellence’ and to implement/leverage standard processes globally. As an Administrator, Entitlements you are responsible for the day-to-day supervision of accurate and timely processing, reconciliations, reporting, and query resolution within required timeframes across all prescribed services to RBC IS clients. Working Hours – 3pm to 12am / 4pm-1am What will you do? Primary Responsibilities - Provide day-to-day supervision to the direct line manager in ensuring daily deliverables are successfully completed, including any ad-hoc responsibilities assigned. - Ensure that all allocated corporate/income events and instructions are processed, validated, and authorized within the required timeframes, i.e., key dates and stages are highly adhered to SLA and operational procedures without exception, and deviations are reported to the Supervisor/Manager immediately. - Ensure prompt escalation of operational issues that may cause financial or reputational issues to RBC or its clients to the Supervisor/Manager of the team/department. - Process receipt of entitlements within agreed service standards. - Full adherence to the team’s control functions, including operations/events and End of the Day checklists. - Closely review/investigate and resolve outstanding reconciliation items. - Ensure that queries raised/assigned to individuals are answered within agreed service standards. - Review procedures and processing on a regular basis with advice to the Supervisor for process improvements (time-saving/cost-effectiveness). - Provide coaching and support on operational activities to staff to ensure all aspects of the team’s activities are satisfactorily covered. This may include buddy training, classroom refreshers, etc. - Maintain a high level of quality in terms of accurate and timely processing as defined in the goals & objectives document. - Continually ensure complete awareness of Client, external custodians, and inter-departmental Service Level Standards/Agreements and ensure compliance at all times. - Full awareness of the PPL process and conduct periodic reviews of existing procedures with a focus on increasing accuracy, efficiency, and best practices. - Support the identification of new technology and operational processes to effectively reduce costs, increase quality service, and ensure accuracy. - Establish working relationships with people at all levels both inter-departmentally and across the wider group. - Accountable for maintaining satisfactory internal and external Audit/Regulatory/Risk ratings and reviews. - Provide feedback on agent network and vendor performance on any deviations from their service level agreement with RBC. - Assist the Supervisor/line manager with workload allocation among team members. Client Service and Teamwork - Respond to all client queries and incoming emails in a timely and effective manner. - Develop and maintain good working relationships with brokers/fund managers/clients/custodians. - Provide assistance to the other teams within RBC INVESTOR SERVICES when required to ensure the success of the larger team. - Actively engage in cross-training for flexibility within the team. - Ensure ongoing productivity by providing backup relief for staff who are absent or on leave. - Flexibility to work various shifts in the home location (subject to daylight saving changes). - Assist the Supervisor/Manager in training staff. - Assist the Supervisor/Manager in building cohesive team spirit within the team that fosters RBC Values, client service focus, operational efficiency, and an error-free environment. What do you need to succeed? Must-have - Experience in a Global custody or related financial institution. - In-depth knowledge and experience (at least 1+ years). - Good written and verbal communication skills. - Ability to use initiative. - Excellent attention to detail. - Good interpersonal skills and networking abilities with sub-custodians and internal departments. - Ability to work as part of a team or alone to achieve collective goals. - Good organization skills and ability to prioritize workloads to meet tight deadlines. - Able to work under pressure. - Demonstrated supervisory ability. Nice-to-have - Knowledgeable in Corporate Actions and Income. - Adaptability. - Teamwork and collaboration. - Attention to detail. - Initiative. - Investment Operations Certificate (IOC) qualifications. 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 mutual success. - A comprehensive Total Rewards Program including performance-based bonuses, flexible benefits, and competitive compensation. - Leaders who support your development through coaching and managing opportunities. - A world-class training program in financial services. - A collaborative, dynamic culture where personal initiative and hard work are recognized and rewarded. Job Skills: Active Learning, Communication, Critical Thinking, Customer Service, Operational Delivery, Process Improvements, Time Management Additional Job Details Address: PERSIARAN IRC 2, IOI RESORT CITY IOI CITY TOWER ONE:PUTRAJAYA City: Putrajaya Country: Malaysia Work hours/week: 40 Employment Type: Full time Platform: WEALTH MANAGEMENT Job Type: Regular Pay Type: Salaried Posted Date: 2026-05-25 Application Deadline: 2026-07-24 Note: Applications will be accepted until 11:59 PM on the day prior to the application deadline date above. Our Employment Opportunities At RBC, we are guided by living shared values of Client First, Integrity, Collaboration, Respect, and Excellence and winning together as One 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. Join our Talent Community Stay in the know about great career opportunities at RBC. Sign up and get customized info on our latest jobs, career tips, and recruitment events that matter to you. Expand your limits and create a new future together at RBC. Find out how we use our passion and drive to enhance the well-being of our clients and communities at jobs.rbc.com. RBC is presently inviting candidates to apply for this existing vacancy. Applying to this posting allows you to express your interest in this current career opportunity at RBC. Qualified applicants may be contacted to review their resumes in more detail.