Director- Tailored Branch Support

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 Director of Branch Remote Solutions provides senior‑level leadership for the Canadian Branch Remote Solutions organization, overseeing Tailored Branch Support, Offices in Transition, and the delivery of remote licensed and non‑licensed support for practice teams across the Canada Business Unit. The Role Holds Full Accountability For Delivery performance across all supported capabilities Client and practice team experience, ensuring high‑quality remote licensed and non‑licensed support for both practice teams Execution oversight, including proactive identification, management, and resolution of support issues Designing and implementing virtual client service team support models to meet the evolving and future needs of practice teams This position leads a complex organization of more than 100 associates, including up to two layers of leadership reporting into the role. Key Responsibilities Own the overall performance of the Canadian Branch Remote Solutions, including client experience, service quality, delivery effectiveness, risk management, capacity planning, and productivity. Provide executive oversight of service delivery ensuring timely escalation, resolution, root‑cause remediation, and continuous improvement. Establish and execute the division’s vision, strategy, objectives, priorities, and policies in alignment with Canada Business Unit priorities. Design, evolve, and lead organizational structures and operating models to support current and future business needs. Drive a strong client‑first service culture, ensuring consistent, reliable, and high‑quality experiences across branch and remote channels. Lead performance management, talent development, succession planning, and leadership capability building across all reporting levels. Partner closely with senior stakeholders across the Wealth & Field Management, Service Division, Brokerage Operations, and other Canada Business Unit functions to deliver integrated outcomes. Serve as a senior leader on the Canada Operations Senior Leadership Team, contributing to broader Canada Business Unit strategies and initiatives. Maintain a strong, collaborative partnership with the Head of Wealth & Field Management, Head of Canada Operations, Head of Service Delivery, aligning priorities, resolving cross‑functional issues, and enabling coordinated execution. Represent the division in engagements with vendors, regulators, and external auditors, as required. Act as a senior leadership sponsor for Canada Business Unit initiatives impacting practice team support and client experience. Leadership Scope Senior level leadership accountability for a multi‑department organization of 100+ associates Direct impact on practice teams and client experience outcomes across the Canada Business Unit Education & Certifications Bachelor’s degree from an accredited college or university preferred, or an equivalent combination of education and progressive professional experience. Canadian Securities Course (CSC) and Conduct Practices Handbook (CPH) required within 12 months of hire. Life License Qualification Program (LLQP – Insurance) required within 18 months of hire. Wealth Management Essentials (WME) is considered an asset. Experience Minimum of ten (10) years of progressive experience in financial services or a similarly regulated environment. At least five (5) years of senior leadership experience with increasing scope and responsibility. Proven experience leading multiple teams and/or functions, including managing and developing other leaders. Demonstrated success in strategic planning, setting organizational direction, and delivering enterprise‑wide initiatives across multiple business areas. Hands-on experience playing a key role in successful automation, systems transformation, or large‑scale process improvement efforts. Experience in a call centre or high-volume service environment is a strong asset. Experience creating client support team models is a strong asset. Key Competencies & Skills Strong analytical, problem-solving, and process improvement capabilities; solid understanding of accounting and financial controls preferred. Ability to oversee complex business processes, assess the effectiveness of internal controls, and ensure consistent execution through leadership teams. Proven leadership and organizational effectiveness skills, including planning, prioritization, resource management, and execution. Experience partnering on or leading systems development and automation initiatives. Exceptional communication skills, including strong written, verbal, and interpersonal abilities. Sound judgment and decision‑making skills, including the ability to establish policy and determine when exceptions are appropriate. Ability to anticipate future business needs and build scalable, sustainable operating models. Working knowledge of business systems, operational risks, controls, and applicable rules and regulations within a regulated environment. Familiarity with industry best practices, procedures, and automation trends; ability to represent the organization in industry forums or working groups. Strong people leadership skills, including hiring, coaching, performance management, succession planning, and delegation. High degree of self‑management, accountability, and adaptability in a dynamic environment. Broad understanding of cross‑functional operations and how service teams support enterprise objectives. Candidates that live within a commutable distance from our Mississauga, ON home office location are expected to work in the office four days per week effective June 1, 2026. Before June 1, 2026, candidates that live within a commutable distance from our Mississauga, ON home office locations are expected to work in the office three days per week, with preference for Tuesday through Thursday.** 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.

Provides senior-level leadership for the Canadian Branch Remote Solutions organization, overseeing tailored support and remote licensed/non-licensed services. Accountable for delivery performance, client experience, and the design of virtual client service team models.

Requires a minimum of ten years of experience in financial services with at least five years in senior leadership. Must obtain CSC, CPH, and LLQP certifications within specified timeframes after hire.

• Rewards program • Bonuses • Profit sharing

• Problem solvingPreferred
• CommunicationPreferred

Identified from the job description. Confirm important requirements above.

• Strategic Planning
• Senior Leadership
• Performance Management
• Process Improvement
• Risk Management
• Capacity Planning
• Talent Development
• Stakeholder Management
• Operational Controls
• Change Management
• Analytical Thinking
• Problem Solving
• Communication
• Decision Making
• Organizational Design
• Automation

• Management & Leadership
• Finance & Accounting
• Customer Service & Support

Minimum education

Professional degree

Minimum experience

10+ years

Apply by

Oct 27, 2026

Posting language

English

Working hours

40 hours per week

Office presence

3 days per week

Seniority

Director