Senior Operations Journey Owner

About Us:

As a leading Canadian wealth management organization, Richardson Wealth offers the personal touch of a boutique firm while delivering big results. With offices across the country, we are home to some of Canada’s best investment advisors. We’ve embarked on an exciting growth phase – a multi-year transformational journey to enhance our entrepreneurial, high-performing, advisor-centric culture.

Position Overview

The Senior Operations Journey Owner is accountable for the end-to-end performance of the client, advisor, and operational servicing journey: spanning strategy, research, design, agile delivery, adoption, and ongoing optimization. The role sits at the intersection of investment dealer operations, digital product delivery, and continuous process improvement, with clear ownership of outcomes across experience, efficiency, risk, and scalability.

This is an existing vacancy.

Duties & Responsibilities:

Strategy, Research & Journey Design

Define the journey vision, strategy, and roadmap: decomposing business goals into short, medium, and long-term objectives in collaboration with product owners

Own the business case: define and measure OKRs, manage P&L, and be ultimately accountable for journey key results and total cost of ownership

Lead a multipronged research practice combining journey analytics, qualitative research, voice-of-customer insights, and market intelligence to identify opportunities and monitor performance

Lead journey design activities: prioritization, design thinking, prototyping, testing, and iteration. Ensuring target-state experiences are defined and kept evergreen

Conduct market intelligence on competing offers, emerging technologies, and industry trends to inform digital platform evolution

Agile Delivery & Execution

Lead multiple large-scale, multi-year business transformation initiatives; develop rollout strategies for projects of considerable risk and complexity

Define and prioritize Journey EPICs and Features with clear business outcomes and acceptance criteria

Represent the business throughout development; lead UAT and participate in PI Planning, Iteration Reviews, and System Demos to orchestrate the E2E journey

Coordinate cross-functional efforts across business, technology, and operations to activate target-state journeys

Ensure delivery meets legal, compliance, regulatory, and internal policy requirements; serve as escalation point for key risks and issues

Stakeholder Engagement, Change Management & Adoption

Proactively engage senior stakeholders, executives, and advisors to align on needs, provide roadmap transparency, and report on execution progress

Build and manage relationships with internal partners and external vendors; influence third-party roadmaps to align with iA Private Wealth needs

Own the change management strategy: partnering with communication, training, and marketing teams to drive organization-wide understanding and adoption

Mitigate risks associated with major changes to critical processes and platforms; tailor communication to audience to maximize buy-in

Be accountable for adoption and ongoing management of the advisor, client, and employee experience

Qualifications:

10+ years of progressive experience in wealth management operations, digital product delivery, or business transformation within a regulated financial services environment.

Deep knowledge of front-to-back brokerage processes (account opening, money movement, trade lifecycle, etc.) within an investment dealer

Fluency in regulatory obligations governing the journey (e.g., KYC/KYP, suitability, AML, CIRO rules) with the judgment to make delivery decisions within compliance boundaries

Ability to trace operational, regulatory, and experience impacts across the full journey lifecycle - identifying where upstream issues create downstream risk or friction

Track record of engaging directly with advisors and branch teams to translate practice needs into operational improvements

Proven end-to-end ownership of a journey or product, from strategy through delivery, adoption, and optimization, with accountability for measurable outcomes

Experience building business cases using OKRs and P&L accountability, managing investment trade-offs, and communicating financial impact to senior stakeholders

Hands-on agile delivery experience as business lead (PI Planning, UAT, scope/priority decisions) with the ability to orchestrate across multiple product teams

Strong stakeholder leadership across business, technology, operations, and risk/compliance. Serving as the single accountable point for journey performance

Demonstrated experience improving complex, cross-functional processes using Lean, continuous improvement, or equivalent methodologies with measurable results

Ability to design target-state operating models: defining how people, process, data, and technology work together, and drive execution across multiple teams

Experience building journey analytics capabilities that combine quantitative metrics with qualitative research to identify opportunities and track performance

Education:

Degree in Business, Finance, or related field; MBA preferred.

The expected annualized base salary range for this role is $94,500-$130,400.

The actual salary offered will take into consideration a wide array of factors including, but not limited to, the individual’s skill, experience, education and training, and the consideration of internal equity.

Richardson offers a competitive total rewards package in addition to the base pay, which includes a performance-based incentive plan, comprehensive health & dental benefits, a group RRSP matching plan and paid time off.

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Why Apply:

Our firm is only as good as the people who work here. Our employees are exceptional because they combine in-depth expertise with enthusiasm, and empathy. From our front office talent to our colleagues behind the scenes, we have one focus: to ensure our people thrive here more than anywhere else. Are you innovative, self-driven, and client-centric?

If so, we’re ready to invest in you.