Client Experience Manager - 12 Month Contract

Raymond James Financial; Vancouver; On-site; CAD 80,000 - 100,000; Full time

Benefits offered by this job

Health Benefits

RRSP Matching

Employee Stock Purchase Plan

Paid Time Off

Volunteer Days

Discretionary Bonuses

Tuition Reimbursement

Job summary

Raymond James Ltd. is seeking a Client Experience Manager on a 12-month contract to oversee the RJCS client-facing operations. The role focuses on escalation handling, team management, training, and effective service delivery across multiple client channels.

The ideal candidate will have senior experience in operations or compliance within financial services, plus strong leadership and communication skills. A CSC milestone is a plus and a commitment to client-first service is essential.

Qualifications

• Minimum 5 years in Operations or Compliance at a national investment dealer, a correspondent clearing firm, or other financial services firm.
• Minimum two years in management capacity with direct reports.
• Canadian Securities Course (CSC) certification is a plus.

Responsibilities

• Respond to inquiries as escalation contact for RJCS clients and resolve issues.
• Manage the RJCS relationship associate team.
• Train department associates on new procedures and products.
• Assist RJCS associates with escalated client requests.
• Liaise with third-party vendors to meet client needs and department objectives.
• Lead client transitions using the Raymond James Project Management methodology.
• Review and approve client bulletins.
• Monitor client accounts and review bulk trading and allocations.
• Assist with project implementation and other duties as assigned.

Skills

Microsoft Office

Customer service

Analytical thinking

Organization

Prioritization

Job description

Client Experience Manager - 12 Month Contract (2600462)

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.

What will your role be responsible for?

• As an escalation contact for our Correspondent clients, respond to inquiries regarding RJCS business processes, regulatory issues, troubleshooting, and general service matters;
• Manage the RJCS relationship associate team
• Train department associates on new procedures and products;
• Assist RJCS associates with escalated client requests;
• Liaise with third-party vendors to manage external services as required to meet client needs and department objectives;
• Adopt a lead roleinnew client transitions, using the Raymond James Project Management methodology;
• Review and approve client focused bulletins;
• Monitor client related control accounts and review client bulk trading and allocation processing;
• Assist with project implementation; and
• Other duties as assigned.

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:

Knowledge, Skills, and Abilities

Knowledge of

• Fundamental investment concepts, practices, and procedures used in the securities industry; and
• Dataphile is an asset.

Skill in

• Microsoft Office with a willingness and ability to learn new applications;
• Customer service gained from direct, client-facing experiences;
• Analytical thinking and problem solving; and
• Organization, detail orientation, and prioritization.

Ability to

• Work within deadlines in a high-volume and demanding environment while maintaining a high level of service and an imperative attention to detail;
• Demonstrate advanced face-to-face, email, videoconferencing, and telephone etiquette and relationship management skills;
• Work independently as well as collaboratively within a team environment;
• Exercise tact and discretion in the handling of confidential information; and
• Communicate proficiently in French is an asset.

Educational/Previous Experience Requirements

• A minimum of 5 years of related experience in the Operations or Compliance of a national investment dealer, a correspondent clearing firm, or other financial services firm.
• Minimum two years in management capacity with direct reports

Licenses/Certifications

• Successful completion of or willingness to complete the Canadian Securities Course (CSC).

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

$80,000 - 100,000 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 [e-mail]. 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.

Raymond James Ltd. is a member of the Investment Industry Regulatory Organization of Canada (IIROC) and of the Canadian Investor Protection Fund (CIPF). Customers’ accounts are protected by the Canadian Investor Protection Fund within specified limits. A brochure describing the nature and limits of coverage is available upon request or at www.cipf.ca. 3Macs, MacDougall, MacDougall & MacTier and Raymond James Correspondent Services are divisions of Raymond James Ltd. Raymond James Ltd. is an integrated financial services firm. Its subsidiaries, Raymond James Investment Counsel Ltd., Raymond James Financial Planning Ltd., Raymond James Trust (Canada) and Raymond James Trust (Québec) Ltd. are not members of the IIROC or the CIPF. Please consult each subsidiary’s webpages for applicable corporate, regulatory or membership information. www.cipf.ca