Team Manager Ii, Contact Centre

5 months ago

Mississauga, Canada TD Bank Full time

**Team Manager II, Contact Centre**:

- 423598BR

**Job Category - Primary**
- Commercial Banking

**Work Location**
- 4880 Tahoe Boulevard

**Employment Type**
- Regular

**City**
- Mississauga

**Time Type**
- Full Time

**Province/State**
- Ontario

**Hours**
- 37.5

**Workplace Model**
- Hybrid

**Pay Details**

**Department Overview**
- Provides day-to-day team leadership and work direction to ensure effective and efficient operations, delivery of services/solutions in accordance with established service levels, quality standards, compliance and regulatory guidelines.

**Job Details**

**Customer**:

- Lead a team to achieve business / operational objectives, maintain effective day-to-day operations and deliver quality service and business lifecycle processing consistent with objectives
- Monitor service delivery against standards and implements actions to ensure service deliverables are achieved consistently
- Represent the team as the first point of escalation for customers/business partners / external partners
- Identify and guide remediation of reportable incidents/issues based on strong understanding of risk management framework of the Bank
- Actively engage internal partners to develop and maintain working relationships, build understanding of client needs and deliver optimal customer service and solutions
- Identify continuous improvement opportunities to strengthen client service
- Ensure all required processing / activities are complete and accurate to meet objectives for own area
- Coach team to ensure operations issues are handled appropriately and participate in the negotiation and resolution (including escalation) of significant internal and/or external partner issues

**Shareholder**:

- Supervise day-to-day operations / activities, balance workloads, ensure compliance to internal/external requirements and the achievement of service level standards and productivity targets
- May lead an operational production support group and provide management with analysis of key process drivers, production gaps, root cause analysis and performance/production issues where applicable
- Protect the interests of the organization; identify and manage risks, resolve escalated matters and refer complex and/or non-standard, high risk transactions/activities as needed
- Ensure adherence to compliance operating standards, processes, and controls; perform quality checks and validation of team members work
- Continuously review and/or update processes/procedures ensuring all functions and systems are well documented and in compliance with applicable internal and external requirements; recommend, implement and monitor the achievement of process enhancements
- Follow and ensure employees are knowledgeable of and comply with Bank and industry codes of conduct
- Ensure that employees are aware of the impact of their work on the activities of others outside of their function/unit
- Analyze service delivery issues, conduct internal/external research projects and/or contribute to audit reviews; run testing and generate reports to identify potential solutions within TD's risk appetite that enhance the customer experience and support business objectives
- Adhere to enterprise frameworks and methodologies that relate to operations activities for own area (e.g. Anti-Money Laundering, Business Continuity Management)
- Participate in developing change plans and contributing to change management projects or programs that impact the business, functions or processes; act as a key change agent for a defined area
- Participate in and/or lead community initiatives and promote commitment to shared Enterprise values and commitments

**Job Requirements**
- Undergraduate degree/ college diploma preferred and/or
- 3+ year relevant experience

**Company Overview**

**Our Values**
At TD we're guided by our purpose is 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.**Making Your Well-being a Priority**
A supportive culture that promotes colleague well-being is core to who we are. At TD, we focus on total well-being with extensive programs to help colleagues assess, manage, and improve their well-being across four core pillars — physical, financial, social and mental/emotional. In addition, we champion a safe and inclusive work environment so colleagues feel a sense of belonging and feel supported in their personal and professional growth. Through our focus on well-being, we know that we can help our colleagues thrive, contribute to our culture of care, and support better business outcomes, because when colleagu

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