Head of Operations, Correspondent Services - 12 Month Contract

At Raymond James, we develop, we collaborate, we decide, we deliver, and we improve together.

Raymond James Ltd. is Canada’s leading independent investment dealers offering high quality investment products and services to Canadians seeking customized solutions to their wealth management needs.

Head of Operations, Correspondent Services - 12 Month Contract

How does the role impact the organization?

Raymond James Ltd. (RJL) is seeking a strategic and dynamic leader to serve as Head of Operations, Correspondent Services. Reporting the SVP of RJCS, this unique 1 year contract opportunity will be pivotal in shaping and executing end-to-end performance and or service improvement strategies across both entities, mutually aligning with the firm’s mid-to-long-term goals overall. More specifically, the primary function of this role will be to provide back-up support to key leaders and or other subject matter experts, within RJL and RJCS, with their efforts to meet critical program delivery milestones associated with the firm’s overall pursuit of launching a new wealth management platform scheduled for organization-wide release in mid-to-end 2028.

The role will be expected to support and enhance existing client service responsibilities, continuously meet firmwide performance initiatives across area of responsibilities assigned, while bridging Corporate Service Group (CSG) goals, including effectively leveraging technology tools (Dataphile, Service Now, PowerBI, AI etc.) to maximize service delivery, mitigate risk and meet/exceed compliance requirements.

Additional responsibilities include, but are not limited to, maintaining business-as-usual service offerings and performance to a broad cross section of client relationships; oversee, manage and develop team(s) assigned; play a key role participating in and or deploying various projects and or initiatives; and enhance technical delivery, all while managing budgets and positively progressing the firm forward overall.

The ideal candidate will bring a proven track record of excellent customer service, building high-performing teams, fostering internal and external partnerships, driving operational excellence, while demonstrating the ability to manage various priorities and or demands required to be successful in this important role.

What will your role be responsible for?

Strategic Leadership & Business Alignment

• Align customer services priorities with enterprise architecture, data, security, and innovation strategies
• Enhance and optimize the support service delivery model including implementing new efficiencies and improving data/insight/analytics capability
• Build and manage relationships with key clients
• Contribute to development and execution of RJL/RJCS project strategies and or road maps
• Establish fit-for-purpose tools, metrics, and controls to promote efficiency and capacity creation to include SLAs, skill matrices, audits, etc.
• Collaborate with other key stakeholders to ensure business concerns are incorporated into overall progress discussions
• Introduce and modify existing RJL approved technology to reduce service friction points with clients

Cross-Functional Collaboration & Demand Management

• Partner with business function leaders to gather, prioritize, and align service needs and delivery demand across departments.
• Serve as the support owner and strategic planner for cross-functional initiatives, facilitating prioritization, funding decisions, and resource optimization.
• Manage the partnership with the business and related implementation of and changes to client-facing systems
• Work closely with key stakeholders, leaders, managers, associates, and external stakeholders to effectively manage change and transformation agenda.

Process Improvement and Efficiencies

• Identify key business drivers, dependencies and opportunities to create the case for change within RJL or RJCS in support of the firm’s strategic imperatives
• Identify and drive process efficiencies: understand process flows and determine where efficiencies can be derived and incorporate checks and balances in the system to achieve accuracy and ensure appropriate approvals
• Partner with key stakeholders to establish prioritized issues and enhancements / corrective actions while effectively maximizing available resources

Leadership and team management

• Lead, mentor, and develop individuals/teams assigned to achieve high performance
• Manage an RJCS Support team ensuring effective, accurate and timely fulfilment of client questions and instructions, reports (ad-hoc and recurring) and data security and integrity

Vendor / stakeholder management

• Build collaborative partnerships across the firm, including regular interaction with senior leaders
• Serve as business liaison and contract representative with third-party vendors where applicable
• Partner with key stakeholders to establish prioritized issues and enhancements / corrective actions while effectively maximizing available resources
• Lead, mentor, and develop assigned team(s) to achieve high performance.

What can you expect from us?

Our most important investment is in people. Upon eligibility, Raymond James Ltd offers flexible workstyles, a competitive compensation and benefits package. Our benefits range from Health Benefits, RRSP Matching Program, Employee Stock Purchase Plan, Paid Time Off, Volunteer Days, Discretionary Bonuses, Tuition Reimbursement and many more! We also support internal promotion and community involvement.

What do we expect from you?

To qualify for this opportunity you possess:

• Minimum of 10 years’ experience in a similar sized, complex and multi-stakeholder environment.
• A minimum of five (5) years’ experience in a similar role (Senior Manager or above) and sized organization.
• Proven experience in operational support, performance management and project implementation would be considered valuable assets.
• Familiarity with wealth management book of record systems and data delivery methodologies.
• An acceptable combination of academic accreditation, professional certification and experience will be considered in lieu of minimum requirement.

DESIRED CAPABILITIES

• Proven ability to drive reinvention and reimagination of traditional corporate processes using digital and emerging technologies towards clear outcomes.
• Passion for employee and stakeholder empowerment through secure, scalable, and user-centered technology.
• Ability to comprehend, interpret, and apply knowledge and concepts.
• Experience in managing cross-functional remote/virtual teams and working collaboratively.
• Strong skills at building relationships with various levels in an organization.
• Demonstrated ability to drive client service processes and to deliver high quality services in a fast paced, high change environment.

DESIRED COMPETENCIES / SKILLS

• Experience within financial services and/or technology organizations.
• Proficient with Microsoft Office Suite, Smartsheet, PowerBI or related software.
• Very strong influence and change management skills.
• Excellent communication, stakeholder management, and influencing skills.
• Proven ability to lead change and build high-performing teams.
• Deep understanding of financial industry compliance.
• Strong analytical, collaboration and problem-solving skills.
• Proven process improvement, change management and coaching competencies.
• Excellent time management skills with a proven ability to meet deadlines in a fast-paced and results oriented environment.

We encourage our associates at all levels to:

• Grow professionally and inspire others to do the same
• Work with and through others to achieve desired outcomes
• Make prompt, pragmatic choices and act with the client in mind
• Take ownership and hold themselves and others accountable for delivering results that matter
• Contribute to the continuous evolution of the firm

Salary Range: $110,000 - 130,000 annually, in addition to competitive performance bonuses/incentives.

Actual compensation will be determined based on skills, experience, internal equity, and other job requirements.

This posting is for an existing vacancy.

At Raymond James – we honor, value, respect the uniqueness, experiences, and backgrounds of all of our Associates. When associates bring their best authentic self, our organization, clients and communities thrive, it is part of our people-first culture. The Company is an equal opportunity employer and makes all employment decisions on the basis of merit and business needs.

Here at Raymond James we demonstrate our commitment to ensuring equal opportunities for all candidates. To request accommodations, candidates are instructed to contact Human Resources via email at [email protected]. By reaching out to this email address, candidates can communicate their specific requirements and discuss the necessary accommodations they may need to participate fully in the recruitment process.

We may use automated or AI-enabled tools to support parts of our recruitment and screening process, including screening, assessing or selecting applicants where applicable. These tools help us review applications efficiently, but they do not replace human decision-making.