Director-Service

• Own the overall performance of the Canadian Service Delivery & Branch Remote Solutions Division, including client experience, service quality, delivery effectiveness, risk management, capacity planning, and productivity.
• Provide executive oversight of service delivery and branch exceptions, 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 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 Canada Operations, aligning priorities, resolving cross-functional issues, and enabling coordinated execution across operations and service.
• 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 service delivery, branch support, and client experience.

• Senior level leadership accountability for a multi-department organization of 100+ associates
• Direct impact on service delivery and client experience outcomes across the Canada Business Unit

• 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.

• 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.

• 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.

Edward Jones