Manager, Customer Experience

2 weeks ago

Medicine Hat, Canada TD Bank Full time

Lieu de travail: Medicine Hat, Alberta, Canada

Horaire: 37.5

Secteur d’activité: Services bancaires personnels et commerciaux

Détails de la rémunération: Nous avons à cœur d’offrir une rémunération juste et équitable à tous nos collègues. En votre qualité de candidat ou de candidate, nous vous encourageons à avoir une conversation franche avec votre recruteur et à poser des questions sur la rémunération, notamment les particularités salariales de ce poste.

Description du poste:

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

À propos de nous:

La TD est un chef de file mondial dans le secteur des institutions financières. Elle représente la cinquième banque en Amérique du Nord de par son nombre de succursales. Chaque jour, nous offrons une expérience client légendaire à plus de 27 millions de ménages et d’entreprises au Canada, aux États-Unis et partout dans le monde. Plus de 95 000 collègues de la TD mettent en commun leurs compétences, leur talent et leur créativité au service de la Banque, des clients qu’elle sert et des économies qu’elle appuie. Nous sommes guidés par notre vision d’être une meilleure banque et par notre objectif d’enrichir la vie de nos clients, de nos collectivités et de nos collègues.

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