Manager, Customer Experience II

Manager, Customer Experience II – TD Securities Work Location: Port Hope, Ontario, Canada Hours: 37.5 Line Of Business: Personal & Commercial Banking Pay Details: $59,500 - $84,000 CAD TD is committed to providing fair and equitable compensation opportunities to all colleagues. Our compensation policies allow colleagues to progress through the salary range over time as they progress in their role. Job Description At TD Canada Trust, we are the frontline of TD Bank. We strive to build deep and long‑lasting relationships with our customers by performing a broad range of customer service transactions and providing information and advice on services, products, and solutions to existing or prospective TD customers. At the branch, we understand customer needs and identify opportunities to promote products and services to refer customers to the appropriate team member or internal bank partner, while ensuring a positive customer experience. Join TD Canada Trust and think like a customer, act like an owner, innovate with purpose and execute with speed and impact. We are looking for a dynamic leader to ensure seamless and impactful customer experience. The role involves creating meaningful and memorable customer experiences. In This Role, You Would Mentor a team by showcasing exceptional experiences in every customer interaction, achieving operational excellence, and meeting personal development objectives. Meet customer demands and compliance requirements by maintaining employee scheduling and ensuring all policies, procedures and guidelines of conduct are followed. Collaborate with One TD partners to help all customers in a way that suits their needs best. Support the frontline staff in resolving complaints according to customer problem resolution guidelines; encourage senior team members to act as a point of escalation and take ownership as required. Coach the team on advice‑giving and customer conversation strategies and tactics to improve and promote a legendary customer experience. Lead the team to monitor workflows, prioritize tasks and assign duties while resolving and improving operational issues. Administer complex daily branch administrative duties. Maintain customer‑facing areas of the branch in accordance with premises, marketing, and regulatory guidelines. Lead a high‑performing team by providing ongoing performance feedback and ensuring performance management activities are completed. Help build a fair, positive and equitable environment by promoting team effectiveness, maintaining a positive attitude, and improving knowledge of emerging industry trends and programs. Job Requirements Undergraduate degree and/or over 3 years of relevant work experience. Sound knowledge of processes, management, business and operational functions including banking solutions and concepts. Proficiency in software tools including MS Office and internet applications. Tactful and diplomatic communicator able to exchange ideas and information with customers, partners and management concisely and logically. Strong organizational, planning and time‑management skills. A dynamic leader with strong influencing skills to work expertly with customers and employees in a fast‑paced work environment. Who We Are TD is one of the world's leading global financial institutions and the fifth largest bank in North America by branches. We deliver legendary customer experiences to over 27 million households and businesses in Canada, the United States and around the world. Our Total Rewards Package Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve financial, physical, and mental well‑being. It includes base salary, variable compensation, health and well‑being benefits, savings and retirement programs, paid time off, banking benefits and discounts, career development and recognition programs. Senior Level: Mid‑Senior level Employment Type: Full‑time #J-18808-Ljbffr