Manager Client Services Ii

1 week ago

Barrie, Ontario, Canada TD Bank Full time

Work Location:

Barrie, Ontario, Canada

Hours:

37.5

Line of Business:

TD Wealth

Pay Details:

This role is responsible for leading a team of highly skilled support staff with diverse capabilities conducting day-to-day operations of a fast-paced branch ensuring a positive working environment, change management, consistent process improvements, and adherence to ever-changing regulatory and control requirements

Primary Businesses:
Private Investment Advice, Private Investment Counsel

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 day-to-day 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 non-standard, 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

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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