Head of Operations, Correspondent Services

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.

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 service‑improvement strategies across both entities, mutually aligning with the firm’s mid‑to‑long‑term goals. The primary function of this role will be to provide backup support to key leaders and subject‑matter experts within RJL and RJCS to meet critical program‑delivery milestones associated with launching a new wealth‑management platform scheduled for organization‑wide release in mid‑to‑end 2028.

The role will support and enhance existing client service responsibilities, continuously meet firm‑wide performance initiatives across assigned responsibilities, and bridge Corporate Service Group (CSG) goals. This includes effectively leveraging technology tools such as Dataphile, Service Now, PowerBI, AI, etc. to maximize service delivery, mitigate risk, and exceed compliance requirements.

Additional responsibilities include maintaining business‑as‑usual service offerings and performance for a broad cross‑section of client relationships, overseeing, managing, and developing assigned team(s), participating in and deploying various projects and initiatives, and enhancing technical delivery while managing budgets and positively advancing the firm 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, and managing multiple priorities required to succeed in this important role.

• 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 the development and execution of RJL/RJCS project strategies and road maps
• Establish fit‑for‑purpose tools, metrics, and controls to promote efficiency and capacity creation, including 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

• 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 agendas

• 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, incorporating checks and balances to achieve accuracy and appropriate approvals
• Partner with key stakeholders to establish prioritized issues and enhancements/corrective actions while maximizing available resources

• Lead, mentor, and develop individuals/teams assigned to achieve high performance
• Manage an RJCS support team…