Manager, customer experience

2 weeks ago

New Minas, Canada TD 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 ACCOUNTABILITIESCUSTOMER
  • 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
  • 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
  • Coach to ensure customer issues are handled appropriately through customer problem resolution guidelines
  • Contribute to the execution and achievement of the team and the branch's customer experience targets
  • Ensure the customer area is professional and inviting in appearance
EMPLOYEE / TEAM
  • Lead and support a high performing team; provide ongoing feedback and performance reviews, coach and develop colleagues
  • Contribute to the process of setting performance objectives for the team
  • Ensure colleagues are in compliance with all TDBFG policies, procedures and guidelines of conduct
  • Manage colleagues in compliance of all policies, procedures and guidelines
  • Share knowledge, information, skills, and subject matter expertise among the team
  • Support an environment where team freely escalates business challenges
  • Participate in the recruitment and selection process for all hires
  • Promote a fair and equitable environment that supports a diverse workforce
  • Act as a brand champion for your business area/function and the bank
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
  • Requires advanced skills and expertise in a range of products and services
  • Requires intermediate level of process management knowledge
  • Closely monitors workflows, prioritizing tasks and delegating duties and responsibilities
  • Plans, organizes and coordinates the activities for own area and resolves operational issues
  • Manages team requiring workforce to decision on acceptable level of risk
  • 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...

Renseignements supplémentaires :

Nous sommes ravis que vous envisagiez une carrière à la TD. Sachez que nous avons à cœur d’aider nos collègues à réussir dans leur vie tant personnelle que professionnelle...

Exigences linguistiques: N/A.

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