Senior Operations Journey Owner

Richardson Wealth Ltd•Toronto, ON

61d•CA$94,500 - CA$130,400•Hybrid

About The Position

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.

Requirements

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

Nice To Haves

MBA preferred

Responsibilities

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
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
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