Opportunity OverviewThe 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
Position RequirementsEducation/Certification:- University degree or equivalent experience (Business, Finance, or Management preferred)
Experience:- 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
Salary InformationAt 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.
