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Senior Manager, Commercial Services

3 months ago

Canada, CA TD Bank Full time
Senior Manager, Commercial Services

Work Location: Canada

Hours: 37.5

Line of Business: Personal & Commercial Banking

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:

CUSTOMER

  • Leads the execution and achievement of the business customer / partner experience targets by coaching and modelling appropriate behavior and executing on plans to continuously improve customer experience.
  • Acting as a part of the team in resolving customer operational and credit issues to deliver a positive customer experience.
  • Champion use of sales platform to build a robust understanding of our customer's/target's needs, industries and markets.
  • Lead and manage Account Managers in developing creative and competitive solutions that meet all the customers' needs.
  • Set service and control standards aligned to overall business objectives and oversee / monitor deliverable and results.
  • Develop and maintain relationship with internal and external partners for the purpose of delivering optimal customer service.
  • Constantly build knowledge of the market, customers and broader economic factors.
  • Develop and maintain centre of influence strategies and relationships.
  • Identify and respond to changes in the business environment, establishing action plans to address customer issues and priorities.
  • Primary escalation point for significant sales matters/ risk matters / exceptions for Account Managers.
  • Identify customer/prospect referral opportunities to internal Bank partners that meet customer needs.
  • Enhance TDBG brand by participating in network events.

SHAREHOLDER

  • Contribute to the development and implementation of the business plan, goal setting, growth strategies and coaching for the Unit.
  • Build new relationships and deepen existing customer relationships by consistently following the Business Banking Relationship Methodology (BBRM) and coach team to do the same.
  • Meet or exceed business targets for the Unit.
  • Negotiate to maximize profitability of relationships with existing customers based on the customer risk profile.
  • Coach team members in assessing credit requests to determine risk and make appropriate recommendations to stakeholders / team members for structuring the credit.
  • Ensure team is referring full range of products to existing and new customers, to maximize returns and retention of relationships in line with customer risk profile.
  • Actively refer to other business partners both within Business Banking and across TDBG and respond effectively to reciprocal referrals.
  • Ensure all staff are knowledgeable of and operate within the applicable regulatory and compliance guidelines/policies and procedures and ensure staff complete required compliance attestations/training within required guidelines.
  • Protect the interests of the organization – identify and manage risks, and escalate non-standard, high risk transactions/activities as necessary.
  • Ensure employees are knowledgeable and assume responsibility to minimize operational and regulatory risk by complying with Bank and Industry Code of Conduct.
  • Understand changing market conditions and remain knowledgeable of relevant industry issues.
  • Maintain a culture of risk management and control, supported by effective processes in alignment with risk appetite.

EMPLOYEE / TEAM

  • Cultivate and model the Colleague Promise to support colleague growth, and a culture of care; make an impact at work and in our communities by leading with authenticity and supporting well being to represent TD's brand.
  • Connect the alignment of colleague's contributions with the TD Shared Commitments.
  • Build and retain an engaged and diverse team that embraces diversity of thought, creativity and curiosity; where every colleague and customer are valued, respected, and listened to; committed to a common goal and collaborate to move with speed and get things done.
  • Demonstrate inclusive leadership by taking meaningful action with intention to support colleagues and customers across all dimensions of diversity, including those from underrepresented communities, being actively anti-racist, attracting and retaining diverse slate of candidates, nurturing mutual respect, inclusivity of thought and collaboration to drive successful results.
  • Sustain, identify strong talent, recruit and develop a diverse talent pipeline of qualified workforce to innovate and maximize individual strengths to lead to a better business outcome.
  • Enable colleague growth by encouraging colleague development to achieve career and business objectives; ensuring timely feedback, motivating appreciation and recognition to all colleagues.
  • Enable a continuous learning culture by proactively seeking, listening to and actioning feedback from peers and from colleague listening opportunities to continuously improve the colleague experience and grow your personal leadership.
  • Foster an environment that promotes sharing of knowledge, information, skills, and subject matter expertise among the team; ensure timely management and escalation of issues and create opportunities to collaborate with other functions and teams.
  • Lead your team through change and create an environment where teams feel psychologically safe to challenge current practices by modeling resiliency and flexibility, communicating a compelling vision with clarity and empowering colleagues to drive innovation.
  • Contributes to the development of business segment and/or enterprise functional strategic priorities within their operational area or field of specialty that drive results.
  • Develops annual and/or long-term plans for own area that are aligned with enterprise-wide priorities, reinforcing a focus on results that align to One TD.
  • Foster a high-performance culture by setting team targets and objectives, promoting and facilitating on-going feedback/coaching and conducting Quarterly Check-Ins for all colleagues to drive accountability and business results.
  • Manage employees in compliance with all human resources policies, procedures and guidelines of conduct.

BREADTH & DEPTH

  • Oversee, lead, and coach a team of Commercial Account Managers while growing talent, developing skills and capabilities to achieve career goals and business results.
  • Oversees credit management and sales function for moderate to highly complex commercial accounts.
  • Provides coaching, mentorship and guidance within area of expertise.
  • Manages and oversees the overall discipline and strategy for the respective areas while aligning to the enterprise best practices.
  • Strategic partner to leadership team on the management of the portfolio and unit profitability and accountability, with deep industry, external/internal, enterprise knowledge, recognizing and anticipating emerging trends and identifying operational efficiencies and opportunities with other business management/enterprise areas.
  • Involved in key strategic discussions related to strategic roadmap and/or deliverables/ frameworks/ short to long term goals etc.
  • Set operational team direction and collaborate with others to execute on unit goals.
  • Focus on longer-range planning for business area (e.g. 12 months or greater).
  • Develops and implements new and innovative approaches to the sales process, including negotiation of terms and approaches to account management – provides expert advice internally and externally.
  • Generally, reports to the Unit Leader.

EXPERIENCE & EDUCATION

  • Undergraduate/Graduate degree and/or
  • 10+ 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

Language Requirement: N/A.

Our Values:
At TD we’re guided by our purpose to enrich the lives of our customers, communities and colleagues, and share a set of values that shape our culture and guide our behavior. In exchange for how our colleagues show up to help TD succeed, we are committed to delivering a colleague experience grounded in Impact, Growth and a Culture of Care. No matter where you work across TD, we empower you to make an impact at work and in your community, explore and grow your career and be part of our caring and inclusive culture.

Our Commitment to Diversity, Equity, and Inclusion:
At TD, we’re committed to fostering an environment where all colleagues are encouraged to bring their authentic selves to work, experience equitable opportunities, and feel respected and supported. We’re dedicated to building an inclusive workforce that reflects the diversity of the customers and the communities in which we live and serve.

Helping to Make an Impact in Communities – TD Ready Commitment:
TD has a long-standing commitment to help drive progress towards a more inclusive and sustainable future. That’s why we launched the TD Ready Commitment in 2018, now a multi-year North American initiative. Under the TD Ready Commitment, we are targeting a total of C$1 billion by 2030 in community giving across four key, interconnected drivers of change: Financial Security, Vibrant Planet, Connected Communities, and Better Health. It’s our goal to help support change, nurture progress, and contribute to making the world a better, more inclusive place for our customers, colleagues, and communities. Learn more: Canada | US | Europe & Asia Pacific

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