Remote Branch Support Leader — Client Experience & Ops

Edward Jones; Mississauga; Hybrid; CAD 65,000 - 95,000; Full time

Benefits offered by this job

Bonuses

Profit sharing

Benefits

Job summary

Edward Jones is seeking a proactive Team Leader for Tailored Branch Support (TBS) to guide a remote team serving Financial Advisors across Canada. You will drive service excellence, staffing, and partnerships with branch teams while maintaining high standards of client experience.

The role emphasizes leadership, operational execution, and strategic collaboration with Home Office and field teams. A university degree, bilingual skills, and 3–5+ years in financial services are required.

Qualifications

• University degree or equivalent in Business, Finance, or Management preferred.
• Fluency in English and French (written and spoken) is required.
• 3–5+ years in financial services, operations, or service delivery.
• Experience leading teams in a high‑volume, service‑driven environment.
• Experience supporting branch operations, financial advisors, or client service delivery.
• Familiarity with remote workforce leadership models.
• Exposure to workforce planning or capacity management.
• Continuous improvement mindset (Lean, Six Sigma, or similar is a plus).

Responsibilities

• Lead, coach, and develop a team of TBS associates delivering remote branch support across multiple service models.
• Foster accountability, collaboration, and continuous improvement.
• Provide ongoing performance feedback through coaching and evaluations.
• Support career growth and development for associates.
• Build engagement across Home Office and remote staff.
• Champion a world‑class service culture and high‑quality support.
• Monitor service levels, quality metrics, and client satisfaction outcomes.
• Act as escalation point for complex branch or client issues.
• Manage team capacity across short/medium/long‑term support and onboarding.
• Align staffing and skill sets to forecast demand and improve productivity.
• Monitor demand patterns across branches and adjust resources proactively.
• Use data analytics to optimize workflow, turnaround times, and risk management.
• Maintain operational discipline across processes and compliance.

Skills

Leadership

Communication

Strategic thinking

Data-driven

Complexity management

Influence without authority

Adaptability

Education

University degree or equivalent experience (Business, Finance, or Management preferred)

Job description

Edward Jones is seeking a proactive Team Leader for Tailored Branch Support (TBS) to guide a remote team serving Financial Advisors across Canada. You will drive service excellence, staffing, and partnerships with branch teams while maintaining high standards of client experience.

The role emphasizes leadership, operational execution, and strategic collaboration with Home Office and field teams. A university degree, bilingual skills, and 3–5+ years in financial services are required.