Sunday, January 12, 1997 - North Shore News - 25 Job share prevents work/family ' squeeze Royal Bank is making it easier Jor staff to manage both family and work it’s called gettirig squeezed... that all too familiar feeling when the delicate balance between work and family goes off the rails. Bust Elaine Sanderson and Sue MacPherson, both managers, Customer Service, at Royai Bank Financial Group’s new North Vancouver Financial Services Centre, think they're on to a good thing. They share their job: Sanderson works Monday thru Wednesday while MacPherson takes over from Thursday to Saturday. They describe their job at the branch as ‘troubleshooting’, making sure that alt operations on the Personal Financial Services side run smoothly. It’s an arrangement that, so far, is working for everyone. “I get to spend more time at home with my daughters, who are 10 and 12, and Sue gets to be with her three-year old during the week,” says Sanderson. Clients also benefit. “Because we're not so stressed about child care ang worried about not spending enough time with the kids we’re more energized, enthusiastic and focused while on the job,” says MacPherson. Sanderson agrees: “You achieve more, even though you’re working fewer hours.” What does it take to make a job share work? “Communications is what makes it work, We tatk with each other most days and we leave voice and e-mail messages for each other, ” says Sanderson. “No matter which one of us is working, it doesn’t make a difference to clients or staff — it’s seamless.” MacPherson says having personalities which complement one another is another plus. “Elaine is spontaneous while | tend to be more methodical. it’s great to be able to bounce ideas off each other.” Roya! Bank Financial Group, through its Work/Family/Life program, has policies in place to encourage staff to investigate | job share, flextime and other modified work arrangements. While it’s one thing to have policies in place, it’s another thing to see those policies widely accepted and working. “We're seeing more and more flexible work arrangements at North Var:couver Main and in other North Shore branches: more job shares and more staff working flexible hours. It’s makes for a All in the family ... from left: Tiffany Sandersoa, Sue MacPhersox and daughter Sarah; Tawnya Sanderson with mom Plaine. better workplace and translates into better service for clients. it’s also a way to keep our best people. We'd prcoably lose six to 10 people if we didn’t have this kid of flexibility,” says Sanderson. » Getting dows to business. Anna Tiemas, Manz,er, Royal Trust, “ith Greg Ward, Advisor, Trust & investment Services and Pamela W'2.sdburn, Senior Advisor, Trust & Investment Services. Where the action is with PCACTION Royal Bank Action Direct goes on-line Ciients of Action Direct, Royal Bank's discount brokerage service, can now manage their accounts and make trades electronically by personal computer 24 hours a day, seven days a week, from their or place of business. “A:Windows-based personal computer software package called PCACTION, lets clients obtain real-time stock quotes and market infonnation. They can place, change, confirm and cancel stock orders, tain daily prices and place orders for more than 600 mutual funds and analyze and review all their investment holdings. The service also includes a toll-free help line and two-way electronic mail. Discount brokerage originally started as a telephone-based service where clients called an investment representative to get quotes and buy and sell investments, says Ashif Ratanshi of Action Direct. “While our investors still have the option to talk to someone or use an automated telephone system, we want people to use our service any way that suits them. “With PCACTION we're targeting the generation of PC-literate investors who want to conduct business by computer in a comfortable, secure environment like their home or office, ” says Ratanshi. “And clients who use their PCs or the automated telephone system receive a 10 percent discount on stock trade commniissions.” Action Direct clients may obtain an application form for the software through any Royal Bank or Royal Trust branch or by calling 1-800 ROYAL 8-3. Royal Trust: peace of mind, comfort and convenience Royal Trust clients can expect the same high level of service as bejore...and even more! Royal Trust may be housed in the same location as other members of Royal Bank Financial Group but for Anna Tieman, the newly arrived manager for Royal Trust, that just gives Royal Trust clients the best of many worlds. “The same staff from the former Royal Trust location are here providing the same quality service. But with a shared location we have so much ~:ore to offer. We're better able to service ous «u2ants because now they have more financial alternatives available ali under one roof. tf clients need the services of a broker, for example, we have that in-house.” What sets Royal Trust apart? Tieman says it's the group’s long tradition of managing wealth for its clients. “Our CSOs (Customer Service Officers) are focused on financial advice and providing recommendations. ‘They work with the client to complete a comprehensive review of their portfolios and develop plans to help achieve their financial goais.” And then there's Royal Trust’ sterling reputation for advisory services. Pamela Woodburn, senior advisor and her North Vancouver associate Gregory Ward work with clients on developing a complete relationship. “ We focus on the full relationship, working closely with clients throughout their financial cycle, from building assets and protecting capital to planning for the passing on of their estate to the next generation,” says Ward. “We also play a critical role in managing the wealth of our institutional clients, from investment management, both domestically and internationally, to securities custody and administration,” adds Woodburn, who joined Royal Trust in 1992 after a career in the brokerage and insurance industry. Ward, a former lawyer who has been working on the North Shore for the past year, says convenience is key in winning — over clients. “We have roughly 7,000 clients and we can provide a full-range of services without them ever having to encounter the hassles of crossing the bridges into Vancouver.” Tieman agrees: “Clients want three things: peace of mind, comfort and the convenience of dealing with one person. Here we have it all, backed by an experienced Royal Trust team and the full capabilities of other members of Roya! Bank Financial Group.” ...con't from pg. 2 Financial 'superbranch’ People are often confused by the wealth of information out there and they're looking to us for an informed opinion.” Based on the client's personal financial objectives arid priorities, a Personal Banker will suggest ways clients can reach their personal financial goals and more efficiently. Royal Bank staff are continually upgrading their skills through courses that give them the latest in financial planning knowhow. Clients with more complex needs can call on the in-house experts at Royal Trust and RBC Dominion ~ Securities.