Client Experience Manager Contract

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

Benefits offered by this job

Healthcare 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 lead service delivery for Custody and Introducer clients. Reporting to the VP RJCS, you will drive a high-performing team, manage client relationships, and ensure timely resolution of issues within regulatory deadlines.

The role emphasizes strong problem solving, organization, and prioritization in a fast-paced environment. You will oversee escalation responses, client transitions, and collaboration with external

Qualifications

• 5+ years of related experience in Operations/Compliance of a national investment dealer or financial services firm.
• Minimum two years in management with direct reports.
• Completion of or willingness to complete the Canadian Securities Course (CSC).

Responsibilities

• Escalation contacts for Custodian/Correspondent clients; respond to inquiries about RJCS processes, regulatory issues, and 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 for client needs and department objectives.
• Lead client transitions using Raymond James Project Management methodology.
• Review and approve client-focused bulletins.
• Monitor client control accounts and review bulk trading and allocations.
• Assist with project implementation and other duties as assigned.

Skills

Investment concepts

Dataphile asset

MS Office

Customer service

Analytical thinking

Organization

French language

Job description

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.

Client Experience Manager - 12 Month Contract

How does the role impact the organization?

As a key contributor to the Raymond James Correspondent Services (RJCS) team you will manage the service relationship with existing Custody and Introducer clients and assist in the transition of new clients to the firm. Reporting to the VP RJCS, you will contribute to the ongoing growth and development of a highly effective and efficient team. As first-class client service is the top priority, this position requires an ability to work in a unique pressure-oriented environment where inherent processing and regulatory rules and deadlines require very strong problem solving, organizational, and prioritization skills.

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 role in new 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?

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.