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 2-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.

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 2-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.