Q: Describe your role within the firm.
A: I started in my current position on 1st Feb and I am starting to research into my role. I will be responsible for customer relations, offices in transition and the PASS programme. Previously I have been responsible for the Branch Office Administrator 6 Month Support programme, BOA Regional Meetings, and the BOA Mentor Programme in the UK. I see myself as a specialist in the BOA role and branch processes. Q: Describe how your division contributes to the firm's success.
A: The Service Division supports Financial Advisers and BOAs in providing an exemplary service to their clients and prospects, by providing prompt advice and answers to questions and preparing BOAs to excel in their role. Q: What year did you start at Edward Jones? What year did you start in your current position?
A: I started at Edward Jones in April 2000 as a Branch Services Specialist, I moved to Branch Associate Training and Development (BATD) in 2003 and have just been promoted to Customer Support Team Leader as of 1st February 2007. Q: What did you do prior to joining Edward Jones?
A: I worked for Eagle Star as a project analyst. Prior to that I was a Customer Service Specialist and Team Leader in the Life and Pensions call centre. Q: Are there any memorable experiences you’d like to share that encapsulate or typify what it’s like to work for Edward Jones?
A: When it was communicated to the branches that I was leaving my role in BATD and moving to a team leader role I was overwhelmed with the emails I received from BOAs. I felt very appreciated for the work I had done and it gave me additional confidence that I could be successful in my new role. Q: Describe the culture at Edward Jones and how it’s different from your previous job. What is unique?
A: The sense of teamwork and camaraderie is very strong at Edward Jones. It is very easy to contribute ideas and feel that you make a difference. Q: One area Edward Jones prides itself is enabling associates to maintain a strong work-life balance. How does this approach impact you?
A: I have been supported in pursuing a Masters by my leaders and there is flexibility if time is needed for personal concerns. If you work hard and are responsible then this is rewarded. Q: What does the firm being a partnership mean to you?
A: The firm being a partnership is very important. It helps to create a team environment where everyone is working towards the firm's success and the personal satisfaction of achieving firm and personal objectives. Q: Do you think Edward Jones has taken good care of you in terms of overall compensation package, including medical benefits, vacation time, retirement planning and salary?
A: I think the compensation package is fair, I was pleased with the increase in holiday entitlement for 5 years + service which was implemented in 2007. I think it's a great reward for long service. Q: Do you feel you are rewarded for taking initiative and “going the extra mile” at Edward Jones?
A: I feel you are rewarded for taking initiative. Time is spent on recognizing associates' successes and sharing this with the department and even the whole UK operation. It can be as simple as a verbal sign of appreciation to a formal announcement in the UK newsletter or associate update. Q: What qualities do you think a person needs to have to succeed in the home office environment?
A: I feel you need to be a self starter and be very proactive. Home Office may not be the environment for someone who likes to wait for work to be delegated to them. Q: How do you see your future at Edward Jones unfolding?
A: I would like to continue to develop my career at Edward Jones. I have just started in a team leader role in the service division and would anticipate at some point moving to another area to broaden my knowledge of the firm. Q: As you go through your daily activities, how do you know you’ve achieved success at Edward Jones?
A: I feel success in the recognition I've received from branches in making a difference for them. It could be through training, advice or simply being available to answer their questions. Q: There are very few offices at Edward Jones, with nearly all the firm's leaders located in cubicles. What does this structure mean to you?
A: The open plan cubicle office structure contributes to the open atmosphere. It avoids hierarchies and assists in contribution from all associates. Q: In terms of ongoing training, are you able to use either internal or external continuing education to continue to grow your career at Edward Jones?
A: I am currently studying toward a Masters in Human Resource Management which the firm is supporting me through. Q: What has the firm's growth meant for leadership opportunities?
A: The growth of the firm has allowed me to develop into a leadership role and given a broader range of opportunities for me to pursue. I have found that development has always been encouraged and as the UK grows there will be more scope for leadership opportunities. I have also observed that Edward Jones is very supportive of women, hence there are a number of women in senior positions which creates a positive image.
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