Tailored Branch Support Team Leader

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

Join a financial services firm where your contributions are valued. Edward Jones is a Fortune 500¹ company where people come first. With over 9 million clients and 20,000 financial advisors across the U.S. and Canada, we’re proud to be privately‑owned, placing the focus on our clients rather than shareholder returns.

Behind everything we do is our purpose: We partner for positive impact to improve the lives of our clients and colleagues, and together, better our communities and society. We are an innovative, flexible, and inclusive organization that attracts, develops, and inspires performance excellence and a sense of belonging.

People are at the center of our partnership. Edward Jones associates are seen, heard, respected, and supported. This is what we believe makes us the best place to start or build your career.

View our Purpose, Inclusion and Citizenship Report.

¹Fortune 500, published June 2024, data as of December 2023. Compensation provided for using, not obtaining, the rating.

The Team Leader, Tailored Branch Support (TBS), leads a team of high‑performing associates who provide remote, tailored operational and client support to Financial Advisors (FAs) across Canada.

TBS partners closely with branch teams to deliver flexible, high‑quality coverage aligned to each branch’s needs—ranging from short‑term urgent support to long‑term strategic assistance. The Team Leader ensures the team consistently delivers “first time, every time” service while enabling branch productivity, client experience, and business growth.

This role combines people leadership, operational execution, and strategic partnership to ensure TBS is a trusted extension of the branch.

Key Responsibilities:

1. Team Leadership & Performance Management

• Lead, coach, and develop a team of TBS associates delivering remote branch support across multiple service models
• Foster a culture of accountability, collaboration, and continuous improvement
• Provide ongoing performance feedback through coaching, quality reviews, and formal evaluations
• Support career growth and development planning for associates
• Build engagement across both Home Office and remote associates

2. Service Excellence & Client Experience

• Champion a world‑class service culture, ensuring consistent delivery of accurate, timely, and high‑quality support
• Reinforce TBS’s mission of delivering exceptional service and strong FA partnerships
• Monitor service levels, quality metrics, and client satisfaction outcomes
• Act as an escalation point for complex branch or client issues

3. Operational & Workflow Management

• Manage team capacity across multiple TBS support types (short‑term, medium‑term, long‑term, and onboarding support)
• Proactively align staffing and skillsets to ensure supply anticipates and meets demand, leveraging trends, forecasting, and business insights to move from reactive to predictive workforce planning
• Continuously monitor demand patterns across branches to anticipate coverage needs and adjust resources ahead of time
• Leverage reporting and data analytics to optimize workflow, productivity, and turnaround times
• Ensure operational discipline across processes, compliance, and risk management

4. Branch & Stakeholder Partnership

• Build strong relationships with FAs, branch teams, and internal partners
• Ensure the team understands branch‑specific needs and tailors support accordingly
• Partner with stakeholders on initiatives supporting the Canada Business Unit
• Communicate priorities, changes, and strategic direction effectively

5. Continuous Improvement & Innovation

• Identify and implement opportunities to improve efficiency, scalability, and service delivery
• Drive enhancements that improve the branch, client, and associate experience
• Contribute to evolving the TBS model to meet future business needs

Education/Certification:

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

Experience:

• Fluency in both English and French, including written and verbal communication, is required
• 3–5+ years of experience 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 experience is a plus)

Key Skills and Competencies:

• Strong leadership and coaching capability
• Excellent communication and stakeholder management skills
• Strategic thinking with strong execution discipline
• Data‑driven decision making and problem‑solving ability
• Ability to manage complexity across multiple priorities and stakeholders
• Proven ability to influence without authority
• High adaptability in a dynamic, evolving environment

At Edward Jones, we are building a place where everyone feels like they belong. We're proud of our associates' contributions to the firm and the recognitions we have received.

Check out our U.S. awards and accolades: Insights & Information Blog Postings about Edward Jones

Check out our Canadian awards and accolades: Insights & Information Blog Postings about Edward Jones

Edward Jones does not discriminate on the basis of race, color, gender, religion, national origin, age, disability, sexual orientation, pregnancy, veteran status, genetic information or any other basis prohibited by applicable law.

At Edward Jones, we value and respect our associates and their contributions, and we recognize individual efforts through a rewards program that promotes a long‑term career, financial security and well‑being.

Visit our career site to learn more about our total compensation approach, which in addition to base salary, typically includes benefits, bonuses and profit sharing.

The salary range for this role is based on national data and actual pay is based on skills, experience, education, and other relevant factors for a potential new associate.