Manager, Customer Experience

Work Location:

Hours:

Line of Business:

Pay Details:

We're committed to providing fair and equitable compensation to all our colleagues. As a candidate, we encourage you to have an open dialogue with a member of our HR Team and ask compensation related questions, including pay details for this role.

Job Description:

KEY ACCOUNTABILITIES

CUSTOMER

• Lead, coach, and proactively model exceptional service at every customer interaction in the lobby and on the frontline
• Responsible for maintaining optimal colleague scheduling to ensure customer demands and compliance requirements are met
• Support and coach frontline colleagues on effective customer complaint resolution
• Assist with maintaining a professional and inviting space in all common areas of the branch, adhering to premises, marketing, and/or regulatory guidelines; particularly, this role helps ensure that the lobby and frontline meet internal/external policies and/or regulatory requirements
• Leads the execution of the branch LEI plan/objectives; supports the execution of the branch advice plan/objectives
• Lead and coach frontline team on advice giving strategies and overall product and services acumen
• Lead and coach on advice delivery to improve the customer experience and overall profitability of the Bank
• Ensure a coordinated and consistent banking presence in the market approach across One TD partners
• Work collaboratively with TD Partners to ensure all Branch Banking customers are serviced in the channel best suited to their needs
• Ownership/oversight of simple to complex daily branch administrative duties

SHAREHOLDER

• Manage the service team promoting a positive customer and colleague experience
• Lead and develop a team of service colleagues, provide coaching on delivering effective customer service, product, advice conversations and/or advice-giving service; support service and advice strategies and tactics to improve the overall customer experience
• Coach to ensure customer issues are handled appropriately through customer problem resolution guidelines and personally participate in the negotiation and resolution where necessary; empower senior service team to act as a point of escalation for customer concerns, and take personal ownership when concerns cannot be managed at junior levels
• Contribute to the execution and achievement of the team and the branch's customer experience targets by coaching / modeling appropriate attributes and behaviors
• Ensure the customer area is professional and inviting in appearance

EMPLOYEE / TEAM

• Lead and support a high performing team; provide on-going feedback and performance reviews, coach and develop colleagues and ensure performance management activities are undertaken and completed for all colleagues
• Contribute to the process of setting performance objectives for the team; track, monitor and effectively address and/or reward performance in a timely manner
• Ensure colleagues are in compliance with all TDBFG policies, procedures and guidelines of conduct (regarding customer interactions, products and services, etc.)
• Manage colleagues in compliance of all policies, procedures and guidelines
• Share knowledge, information, skills, and subject matter expertise among the team and ensure the timely communication of issues and encourage good working relationships with other functions and teams
• Support an environment where team freely escalates business challenges; facilitate change through positive reinforcement of milestones and successes
• Participate in the recruitment and selection process for all hires to ensure a highly diverse, qualified workforce to achieve business objectives
• Promote a fair and equitable environment that supports a diverse workforce and encourage the team to achieve common goals and objectives
• Act as a brand champion for your business area/function and the bank, both internally and/or externally

BREADTH & DEPTH

• Manage a small team of service colleagues in Tier 4 branches only.
• Leads team in completing day-to-day processes / transactions /service and advice activities, involving multiple steps, systems, and jurisdictions
• Requires advanced skills and expertise in a range of products and services, processes, procedures and systems, where transactions could be characterized by moderate risk
• Requires intermediate level of process management knowledge and a solid understanding of the business and operational function areas supported
• Closely monitors workflows, prioritizing tasks and delegating duties and responsibilities; work focus time horizon is generally short to medium term
• Plans, organizes and coordinates the activities for own area and resolves operational issues
• Manages team requiring workforce to decision on acceptable level of risk – specifically low to moderate risk potential (loss/reputational) transactions and/or requests
• Decision making authority and ambiguity of issues managed generally limited to moderately complex, non-standard issues or exceptions
• Effectively handles day-to-day issues, determining the most appropriate course of action for resolution
• Generally reports to a Branch Manager

EXPERIENCE & EDUCATION

• Undergraduate degree and/or
• 3+ years of relevant experience

Who We Are:

TD is one of the world's leading global financial institutions and is the fifth largest bank in North America by branches/stores. Every day, we deliver legendary customer experiences to over 27 million households and businesses in Canada, the United States and around the world. More than 95,000 TD colleagues bring their skills, talent, and creativity to the Bank, those we serve, and the economies we support. We are guided by our vision to Be the Better Bank and our purpose to enrich the lives of our customers, communities and colleagues.

TD is deeply committed to being a leader in customer experience, that is why we believe that all colleagues, no matter where they work, are customer facing. As we build our business and deliver on our strategy, we are innovating to enhance the customer experience and build capabilities to shape the future of banking. Whether you've got years of banking experience or are just starting your career in financial services, we can help you realize your potential. Through regular leadership and development conversations to mentorship and training programs, we're here to support you towards your goals. As an organization, we keep growing – and so will you.

Our Total Rewards Package
Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical, and mental well-being goals. Total Rewards at TD includes a base salary, variable compensation, and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off, banking benefits and discounts, career development, and reward and recognition programs. Learn more

Additional Information:
We're delighted that you're considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we're committed to providing the support our colleagues need to thrive both at work and at home.
Colleague Development
If you're interested in a specific career path or are looking to build certain skills, we want to help you succeed. You'll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities. Whether you have a passion for helping customers and want to expand your experience, or you want to coach and inspire your colleagues, there are many different career paths within our organization at TD – and we're committed to helping you identify opportunities that support your goals.

Training & Onboarding
We will provide training and onboarding sessions to ensure that you've got everything you need to succeed in your new role.

Interview Process
We'll reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.

Accommodation
Your accessibility is important to us. Please let us know if you'd like accommodations (including accessible meeting rooms, captioning for virtual interviews, etc.) to help us remove barriers so that you can participate throughout the interview process.
We look forward to hearing from you

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