Branch Operations Supervisor

FBC; Grande Prairie; On-site; CAD 70,000 - 90,000; Full time

Job summary

FBC in Grande Prairie, AB is seeking a Branch Operations Supervisor to lead and develop a high-performing team of Tax Advisors and Member Care Coordinators. This on-site role focuses on delivering exceptional member service, optimizing branch operations, and driving regional growth.

Occasional travel within the region is required. Reporting to the Regional Manager, you will coach staff, manage production and service workflows, monitor performance metrics, and ensure adherence to branch policies

Qualifications

• 2+ years of leadership experience managing professional services, customer service, operations, or administrative teams.
• Experience leading multi-functional teams and balancing operational accountability with people leadership.
• Experience with accounting or tax-related software is asset (e.g., TaxPrep, Xero).
• Proven ability to coach, mentor, and develop employees to achieve performance objectives.

Responsibilities

• Lead and develop Tax Advisors and Member Care Coordinators to build high-performing teams.
• Oversee day-to-day branch operations, workflows, and service quality.
• Drive renewal and new business targets through sales and service excellence.
• Coach employees to improve communication and member engagement.

Job description

Overview

Position Title: Branch Operations Supervisor

Location: On-site in Grande Prairie, ABEmployment Type: Full-time, Permanent

Ready for Your Next Challenge? Build Your Legacy with FBC in Grande Prairie..

Established in 1952 as a family business with deep roots in rural communities, FBC has grown to become one of Canada’s largest tax and financial consulting firms for small businesses. With 12 branches across the country, we support over 15,000 Canadian entrepreneurs and small business owners, including farmers, construction contractors, skilled trades, and self-employed professionals. At FBC, a membership is more than just a single tax filing—it’s a long-term partnership. We work alongside our Members throughout their lives, saving them over 22 million dollars through year-round collaboration on optimal tax strategies and planning, allowing them to focus on what matters most: running their businesses and enriching their communities.

Position Overview

Lead People, Drive Branch Performance, and Deliver Exceptional Member Service with FBC! We are seeking a passionate Branch Operations Supervisor with a strong coaching mindset and proven experience leading high-performing teams. The ideal candidate thrives in a collaborative environment, values diverse perspectives, and is energized by the opportunity to lead branch operations while developing people and driving business results.

As Branch Operations Supervisor, you will be accountable for the overall performance, production, operations, and Member experience within the branch. While leading and developing a team of Tax Advisors, you will also provide direct leadership and operational oversight to the branch's Member Care Coordinators (Client Service Coordinators), ensuring exceptional service delivery, efficient workflows, and achievement of business objectives. Reporting to the Regional Manager, you will provide leadership, coaching, and operational direction to both Tax Advisors and Member Care Coordinators while partnering closely with regional support teams to drive production, service excellence, Member retention, and business growth. This position requires occasional travel throughout the region.

Key Responsibilities

Lead and Develop High Performing Teams

• Recruit, coach, train, and develop Tax Advisors and Member Care Coordinators to build and maintain high-performing teams.
• Foster a positive, motivating, and accountable work environment focused on collaboration, performance, and continuous improvement.
• Conduct regular one-on-one meetings and team sessions to monitor performance, provide feedback, and support employee development.
• Lead onboarding and ongoing training initiatives to ensure employees are equipped to meet performance and service expectations.
• Use performance metrics, quality reviews, and coaching conversations to support employee growth and continuous improvement.
• Build team capability through ongoing coaching, mentorship, succession planning, and development initiatives.

Oversee Branch Operations and Production

• Lead the day-to-day operations of the branch to ensure efficient workflows, service quality, and operational excellence.
• Manage branch production, capacity planning, resource allocation, and performance to achieve operational and business objectives.
• Monitor objectives and key results and implement strategies to improve productivity, efficiency, and quality outcomes.
• Partner with appointment booking, regional support, and service teams to optimize scheduling, workload distribution, and Member experience.
• Identify operational challenges and implement solutions that improve branch performance and service delivery.
• Ensure branch policies, procedures, and operational standards are consistently followed.

Deliver on Renewal and New Business Targets

• Manage staff performance, productivity, and sales activities across the branch.
• Guide employees in achieving renewal, new business, production, and service objectives.
• Work closely with the appointment booking team to strategically forecast and maximize opportunities.
• Support employees in handling Member concerns and resolving escalated issues.
• Oversee training and development initiatives that support team growth and success.
• Ensure branch goals and performance expectations are consistently met.

Deliver Exceptional Member Service

• Build and nurture relationships with Members and business contacts throughout the region.
• Ensure a consistent, high-quality Member experience across all branch interactions.
• Act as an escalation point for complex Member concerns and support timely resolution.
• Monitor and evaluate Member Care Coordinator performance through service interactions, performance metrics, and quality reviews.
• Coach employees to enhance communication skills, service delivery, and Member engagement.
• Proactively identify opportunities to improve service delivery and strengthen Member satisfaction.

Drive Regional Business Growth

• Identify and capitalize on new business opportunities across the region.
• Leverage business insights, service trends, and operational data to enhance branch performance and support growth initiatives.
• Develop and implement strategies to optimize production efficiency, workflow, and service delivery.
• Drive team performance in sales, renewals, and value-added service offerings.
• Collaborate with regional leadership to implement initiatives that support branch growth and operational excellence

What You Will Bring

Education and Experience

• 2+ years of leadership experience managing professional services, customer service, operations, or administrative teams, ideally within tax, accounting, financial services, or a related industry.
• Experience leading multi-functional teams and balancing operational accountability with people leadership.
• Experience with accounting or tax-related software is considered an asset, with preference given to TaxPrep, Xero, or similar platforms.
• Demonstrated success improving operational efficiency, service delivery, and business performance.
• Proven ability to coach, mentor, and develop employees to achieve performance objectives.
• Strong track record of building and maintaining client relationships.
• Experience analyzing performance metrics, identifying trends, and implementing improvements.

Knowledge, Skills, and Abilities

• Excellent communication, leadership, and interpersonal skills.
• Proven ability to lead, coach, and develop both in-person and remote team members.
• Strong analytical skills with the ability to interpret data, identify trends, and recommend actions.
• Effective problem-solving and decision-making abilities.
• Ability to maintain productivity and efficiency in a fast-paced, deadline-driven environment.
• Strong understanding of customer service principles and operational best practices.
• Proactive, results-oriented mindset with strong organizational skills.
• Proficiency with Microsoft Office Suite and the ability to quickly learn new systems and technologies.

Other Requirements

• Ability and willingness to travel occasionally within the region.

Why FBC?

At FBC, we’re committed to helping you grow into the best version of yourself—whether that’s mastering your craft or leveling up your career. With competitive pay, solid benefits, and endless opportunities for development, we’re not just focused on the here and now, but on where you’re headed. Integrity is the foundation of everything we do, so you can always count on us to have your back. We respect and value your unique contributions, because we know that when you succeed, we all succeed. We believe that every voice counts and every idea matters, as innovation keeps us building for the future. And when we clear those hurdles, we celebrate as a team—because what’s the point of growth if we can’t enjoy the journey together?

This role receives a base salary and is eligible for a variable, performance-based bonus. The salary range for this position is $70,000 to $90,000, based on experience, skills, education, and relevant expertise. Bonus eligibility is determined by individual and company performance metrics.

We are an equal opportunity employer and are committed to building a diverse and inclusive workplace that reflects the communities we serve across Canada. We welcome applications from all qualified individuals, including but not limited to women, members of visible minorities, Indigenous Peoples, persons with disabilities, members of the 2SLGBTQIA+ community, and others who may contribute to the diversification of our workforce.

Accommodations are available on request during all stages of the recruitment and selection process, in accordance with applicable human rights and accessibility legislation across Canada. If you require any accommodations, please let us know and we will work with you to meet your needs