Manager, Td Wealth Advice Client Experience

2 weeks ago

Toronto, Canada TD Bank Full time

**TD Description**

Stay current and competitive. Carve out a career for yourself. Grow with us.

**Department Overview**
- At TD Wealth we aim to be the most client and employee centric wealth management firm in Canada while striving to Discover and Achieve What Truly Matters Most to our Clients. TD Wealth Advice provides clients with holistic planning to deliver customized wealth advice and solutions based on ongoing discovery. Our commitment to discovering and achieving what truly matters to each client, is based on a distinct ongoing discovery process and an integrated, team-based approach to build wealth strategies that reflect each client's unique needs. As part of the commitment to OneTD, team members collaborate closely with each other to deliver the capability of the full TD franchise to our clients.**Overview of the Team**:
The Client Experience National Sales Office works with over 4,000 Wealth Professionals across 8 lines of business to support and develop strategic initiatives designed to elevate client experiences for High Net Worth and Mass Affluent clients across Canada.
- The Client Experience National Office Team, is part of Sales Strategy and Effectiveness, and is comprised of four integrated sub-teams responsible for:

- Defining and supporting the end-to-end journey for Advisors and their Clients.
- Salesforce technical support and design of strategic initiatives to support Client Facing Wealth Professionals
- Ownership of overall Legendary Client Experience programs
- Sponsorships & Donations

**How You Will Contribute**-
- Relationship Building
- Impacting & Influencing
- Communication & Presentation
- Analytical Skills
- Problem Solving
- Executive exposure
- Strategic Thinking

**Specific accountability will include**
- Drive a culture of client experience across TD Wealth Advice
- Lead the strategic planning and ongoing maintenance for the evolution of the Sales and Client Engagement Model and related intranet properties
- Serve as the Client Engagement SME for Wealth Advice initiatives to ensure alignment to client engagement strategy to elevate wealth professionals and leaders
- Drive the adoptions/sustainment of digital tools to support Client Engagement, LEI, Salesforce and related projects across Advice (eg Discovery)
- Continue to develop and promote tools and resources to support tool usage
- Develop and deliver CX Hub resources, including internal and client-facing collateral
- Develop and executive campaigns to drive adoption of the Advice Client Engagement model, supporting resources and tools
- Lead curation of CX Hub content across National Office partners
- Host a quarterly field Advisory council to guide CX Hub content refresh and edits, aligned to Client and Wealth Professional ever evolving needs.
- Act as CX RM for FP/PWM professionals by supporting with adhoc requests and participating in Regional Offsites, Leadership Calls, New hire onboarding and Branch Meetings.
- Develop and distribute regular status updates and stakeholder communications.
- Conduct regular new hire client engagement model training for Wealth Professionals being onboarded
- Continue to improve and evolve client engagement strategy, reporting and field support
- Deliver on annual CX/SS&E glidepath initiatives within due dates
- Provide strategic thought leadership on viable enhancements to CX Hub to elevate Advisor experiences
- Provide oversight to Associate manager for field inquires
- Act as SME on broader Wealth initiatives with points of intersection on CX.

**Job Requirements**

**What You Bring to TD**
- Demonstrated ability to take independent action to achieve results - Self Starter / Motivator
- Can do outlook with ability to multitask, problem solve and "do the work"
- Direct Client experience in a Wealth Management capacity preferred or strong working knowledge of Client experiences and Advisor/Planner processes.
- Strong relationship building skills - (Internal team, business stakeholders, field leaders, advisors and planners)
- Strong oral and written communications skills
- Strong knowledge of best-in-class client experience frameworks
- Strong Proficiency in Microsoft Office (PowerPoint, Excel, Word, Team, Power Apps)
- Strong business acumen: Ability to start at a high level and go deep to understand business problems
- Demonstrated project management and execution
- Ability to work in a fast-paced environment and adjust to changing priorities
- Overseeing key steps in the collection and analysis of financial and non-financial data to develop solutions
- Attention to detail to ensure accuracy
- Proven ability to work effectively with teams and individually

**HOURS**

Monday-Friday, standard business hours (may require extended hours periodically to meet specific project or reporting deadlines)**LOCATION**
Hybrid arrangement with home base in Toronto l GTR

**Inclusiveness**

At TD, we are committed to fostering an inclusive, accessible environment, where all employees and cust

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