Manager Client Services Ii

1 week ago

Toronto, Ontario, Canada TD Bank Full time
404671BR

Wealth Management

Toronto, ON

March 29, 2023

Company Overview

Department Overview


TD Private Wealth Management takes a sophisticated and holistic goals discovery approach to wealth planning and protection to provide highly personalized advice, solutions and service to clients.


TD Private Investment Advice offers clients the chance to create one-on-one relationship with a dedicated and professional Investment Advisor, while maintaining active participation in decisions regarding their investment portfolio. It's a very special and supportive place to begin - and grow - a lasting, progressive and rewarding career in wealth.

Job Description:

CUSTOMER:

  • Contribute to operational improvements and coordinate the implementation of new policies & procedures intended to improve the quality of the client experience
  • Remain abreast of client feedback on service quality and coach the team towards preventing issues and improving the client experience
  • Provide leadership for all national and branch projects and initiatives;
  • Lead change management initiatives, together with Branch Management, to ensure implementation is smooth and adoption is early
  • Actively participate and contribute in national MCS Conference Calls, National and Regional Calls, providing input and feedback as required
  • Assist CSA team with day to day problem resolution and escalation requests
  • Remain abreast of client feedback on service quality and coach the team towards preventing issues and improving the client experience
  • Provide leadership for all national and branch projects and initiatives;
  • Lead change management initiatives, together with Branch Management, to ensure implementation is smooth and adoption is early

SHAREHOLDER:

  • Supervise daytoday operations / activities, balance workloads, ensure compliance to internal / external requirements and the achievement of service level standards
  • Coach and develop employees to proactively identify client product and services needs and deliver on the business sales, advice strategies and individual goals
  • Resolve escalated matters and refer complex issues / situations beyond own level of expertise
  • Ensure adherence to operating standards and processes
- perform quality checks and validation of work

  • Review and/or update procedures ensuring all functions and systems are well documented
  • Ensure necessary due diligence to support the accuracy of all client transactions / activities
  • Protect the interests of the organization identify and manage risks, and escalate nonstandard, high risk transactions / activities as necessary
  • Keep abreast of emerging issues, trends, and evolving regulatory requirements and assess potential impacts
  • Maintain a culture of risk management and control, supported by effective processes in alignment with risk appetite
  • Ensure employees are knowledgeable; and assume responsibility to minimize operational and regulatory risk by complying with Bank and industry Code of Conduct

Requirements:

EMPLOYEE TEAM:

  • Lead, coach, develop and oversee a diverse team of Client Service Associates and other branch support staff
  • Contribute to the process of setting performance objectives for the team; track, monitor and effectively address and/or reward performance in a timely manner
  • Manage employees in compliance with all human resources policies, procedures and guidelines of conduct
  • Support an environment where team freely escalates business challenges; facilitate change through positive reinforcement of milestones and successes
  • Lead the recruitment and selection process for all support staff hires to ensure a highly diverse, qualified workforce to achieve business objectives
  • Promote a fair and inclusive environment that supports a diverse workforce and encourage the team to achieve common goals and objectives
  • Act as a brand champion for the business area/function and the bank, both internally and/or externally

BREADTH & DEPTH

  • Lead a team and oversees the most complex or diverse operations or functional area (for PIC and PIA as well as Largest revenue generating NIAT Branches) impact a significant part of the organization and entail leading teams in completing multiple step transactions / processes / activities that may involve numerous systems and/or jurisdictions, and range in complexity from medium to high
  • Requires strong process management knowledge and understanding of the business and operational function areas supported
  • Manages team requiring workforce to decision on acceptable level of risk
  • Moderate to High risk potential (loss/reputational) for functional area
  • Plans, organizes and coordinates the activities for own area and resolves operational issues and work focus time horizon is generally medium term
  • Decision making authority and ambiguity and nature of issues managed are generally more complex, risk oriented, time sensitive and/or impacts a significant part of the organization
  • Eff

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