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Manager Client Services II

1 month ago

Markham Ontario IP, CA The Toronto-Dominion Bank Full time

Manager Client Services II - Investment Management page is loaded Manager Client Services II - Investment Management Apply remote type On Site locations Kingston, Ontario time type Full time posted on Posted 2 Days Ago job requisition id R_1350717

Work Location:

Kingston, Ontario, Canada

Hours:

37.5

Line of Business:

TD Wealth

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:
• 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
• Follow and ensure employees understand and apply bank operating policies and procedures
• 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
• 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
• 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
• Effectively handles critical and/or high risk issues, determining the most appropriate course of action for resolution
• Generally reports to the Branch Manager

EXPERIENCE & EDUCATION:
• Post-secondary/university degree
• 7+ years of related people manager experience'
• Canadian Securities Course (CSC)
• Registered with IIROC as an Investment Representative or Registered Representative

#LI-Wealth

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.

Please be advised that this job opportunity is subject to provincial regulation for employment purposes. It is imperative to acknowledge that each province or territory within the jurisdiction of Canada may have its own set of regulations, requirements.


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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