What key factors drove RBC’s success in winning Global Custodian’s Industry Leaders Award this year?
Our success is rooted in our client-centric ETF team – from fund administration to custody. At the core is a ringfenced ETF operations team based in Toronto, delivering end-to-end fund administration, ETF reporting and custody services. We have vast experience and low attrition, which ensures continuity, eliminates fragmentation and helps deepen client relationships. Flexible customisation is another factor we bring to the table, with adaptable processes enabling tailored reporting solutions that align precisely with client requirements. For first-time ETF issuers, dedicated launch support provides critical guidance and resources, easing market entry.
And the customer service doesn’t end with Investor Services. Our client service excellence is anchored in cross-organisational relationship-building, where every level – from senior leadership to operations staff – prioritises client engagement. This commitment manifests through proactive action on client feedback, rapidly implementing system upgrades and service enhancements tailored to evolving ETF demands.
We’re also focused on leveraging technology and data to further improve ETF servicing. We’ve invested in system improvements to enhance automated controls framework, resulting in decreased processing time while maintaining accuracy and completeness. Insourcing critical functions reduces third-party reliance and provides us with full end-to-end control of the workflow. And through it all, the client is embedded in the process.
This dual focus – on nurturing relationships and harnessing innovation – has been pivotal in driving our success and earning industry acclaim.
Could you highlight the standout achievements and milestones that defined RBC’s award-winning year?
One standout from our award-winning year includes our partnership with Bloomberg and the implementation of their order management system, BSKT. This has fortified our ETF servicing ecosystem with market-leading connectivity and efficiency for issuers, designated brokers and market makers. This partnership, combined with our proprietary PCF and Trades Burst file creation tool, revolutionised how we manage ETF data. By automating intra-day roll-forwards and embedding rigorous controls, we’ve accelerated time-to-market while ensuring accuracy. Extended coverage from pre-market to post-market close further enhances our responsiveness. These upgrades, coupled with RBC’s recognition as #3 on Evident AI’s innovation list, underscore our commitment to leveraging technology for client empowerment.
These technology upgrades that streamlined operations also enabled us to scale, supporting complex launches without compromising service quality.
How do you plan to build on this success going into the rest of the year and beyond?
We will continue to prioritise client-embedded product partnerships, leveraging our scalable operational model to co-develop tailored solutions that enhance market competitiveness. By formalising feedback loops with clients and collaborating closely with internal tech teams, we will refine existing tools and accelerate innovation cycles.
We will also continue to leverage RBC’s global technology ecosystem. By integrating AI capabilities and unified cybersecurity frameworks, we will future proof our infrastructure while scaling. Through these interconnected strategies, we will sustain growth momentum, reinforce operational efficiency and resilience, and extend our leadership in a rapidly evolving industry.