Service Director

As a Director in the Service Delivery capability, you are responsible for creating the conditions to ensure Edward Jones HQ Service makes the progress necessary to achieve our ambition while delivering on our unique mission to ensure exceptional service solutions are provided the first time, every time to our branch teams as well as clients. Responsible for leading cross-capability initiatives that build future value to ensure people, process, and technology deliver the highest valued experience. You will work closely with business partners to execute strategic service initiatives and lead elements of the multi-year transformation. Functionally you are responsible for the performance of your departments and developing the talent in your areas of responsibility (Department Leaders, Team Leaders, and Associates) as well as talent across the firm.

What you’ll do:

• Create the conditions to ensure the multiple functions that you lead can achieve the Service Delivery ambition and deliver on our unique mission through clear strategies, objectives, priorities, measures of success, and talent planning.
• Build new service delivery capabilities (digital & non-digital) as the business evolves to meet changing needs of our clients and branch teams. Establish and lead key business/service delivery initiatives, establishing the vision and outcomes, evaluating the effectiveness, providing oversight and controls to ensure value is realized.
• Partner with the Service Delivery Director team to manage key business / service processes, evaluating the effectiveness of service and internal controls, and ensuring through his/her leaders that they are performed effectively and efficiently
• Recruit, develop and retain talent, ensure leadership accountability regarding leadership of associates, process, and overall team performance.
• Accountable for the service delivery capability key business results; Quality of Service Experience, Budget Management, and Colleague Engagement and the business area's overall performance.
• Work in partnership across the firm to create the right service experience to achieve firm outcomes for new efforts and enhancements ensuring alignment with service standards.
• Leverage business data intelligence and analytics to inform and influence system, process, and policy improvements to improve the branch and client experience.
• Maintain relationships with organizations outside of Edward Jones to ensure service delivery innovations and/or product innovations are being considered and incorporated into direction setting of areas of responsibility.

Required Qualifications

• Bachelor's degree required.
• 6+ years of professional experience in Financial Services, Banking, Insurance, Brokerage, Customer Service, Operations, or a related industry.
• 5+ years of people leadership experience with responsibility for leading managers and/or teams.
• Series 7 and Series 66, or Series 7 and Series 63/65 licenses required.
• Experience leading large-scale operational, service delivery, or customer service organizations.
• Experience leading cross-functional initiatives involving multiple business partners and stakeholders.
• Experience managing multiple concurrent projects, programs, or business initiatives.
• Experience using business metrics, analytics, and performance data to drive operational improvements.
• Experience with customer service operating models, service metrics, workforce management, training, or support systems.

Preferred Qualifications

• Advanced degree (MBA, Master's, or other relevant graduate degree).
• 3+ years leading customer service-focused departments or service delivery functions.
• Experience leading organizations of 30+ associates.
• Experience within the Financial Services industry, including Brokerage, Banking, Wealth Management, or Insurance.
• Experience leading large-scale service transformation, process improvement, or operational excellence initiatives.
• Experience with digital service capabilities, contact center operations, or client service platforms.

Candidates that live within a commutable distance from our Tempe, AZ and St. Louis, MO home office locations are expected to work in the office four days per week.

Join a financial services firm where your contributions are valued. Edward Jones is a Fortune 500¹ company where people come first. With over 8 million clients and 19,000 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 2023, data as of December 2022. Compensation provided for using, not obtaining, the rating.

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: