Manager, Customer Experience II

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. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role. The base pay actually offered may vary based upon the candidate's skills and experience, job-related knowledge, geographic location, and other specific business and organizational needs. As a candidate, you are encouraged to ask compensation related questions and have an open dialogue with your recruiter who can provide you more specific details for this role. Department Overview 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, referring 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. Role: Manager Customer Experience Is it fun for you to connect with people from different walks of life and make lasting connections? Do you thrive in providing dynamic leadership to ensure seamless and impactful customer experience? If so, then apply with us today for the position of Manager Customer Experience and offer your expertise in creating meaningful and memorable customer experiences. Responsibilities Mentor a team by showcasing exceptional experiences in every customer interaction and achieving operational excellence, and 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 as per customer problem‑resolution guidelines; encourage senior team members to act as a point of escalation and take personal 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 as per premises, marketing, and regulatory guidelines. Lead a high‑performing team by providing ongoing performance feedback and ensuring their performance management activities are undertaken and 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 constantly. 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 application. Tactful and diplomatic communicator able to exchange ideas and information with customers, partners and management in a concise and logical way. A go‑getter with strong organizational, planning and time‑management skills. A dynamic leader with strong influential skills to work expertly with customers and employees in a fast‑paced work environment. 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. Our Total Rewards package includes a base salary, variable compensation, and several 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. 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. #J-18808-Ljbffr