Manager Client Services Ii

3 weeks ago

Kingston, Canada TD Bank Full time

**Work Location**:
Kingston, Ontario, Canada

**Hours**:
37.5

**Line of Business**:
TD Wealth

**Pay Details**:
**CUSTOMER**:

- **Contribute to operational improvements and coordinate the implementation of new policies & procedures intended to improve the quality of the client experience**:

- **Remain abreast of client feedback on service quality and coach the team towards preventing issues and improving the client experience**:

- **Provide leadership for all national and branch projects and initiatives;**:

- **Lead change management initiatives, together with Branch Management, to ensure implementation is smooth and adoption is early**:

- **Actively participate and contribute in national MCS Conference Calls, National and Regional Calls, providing input and feedback as required**:

- **Assist CSA team with day to day problem resolution and escalation requests**:

- **Remain abreast of client feedback on service quality and coach the team towards preventing issues and improving the client experience**:

- **Provide leadership for all national and branch projects and initiatives;**:

- **Lead change management initiatives, together with Branch Management, to ensure implementation is smooth and adoption is early**

**SHAREHOLDER**:

- **Supervise day-to-day operations / activities, balance workloads, ensure compliance to internal / external requirements and the achievement of service level standards**:

- **Coach and develop employees to proactively identify client product and services needs and deliver on the business sales, advice strategies and individual goals**:

- **Resolve escalated matters and refer complex issues / situations beyond own level of expertise**:

- **Ensure adherence to operating standards and processes
- perform quality checks and validation of work**:

- **Review and/or update procedures ensuring all functions and systems are well documented**:

- **Ensure necessary due diligence to support the accuracy of all client transactions / activities**:

- **Protect the interests of the organization - identify and manage risks, and escalate non-standard, high risk transactions / activities as necessary**:

- **Keep abreast of emerging issues, trends, and evolving regulatory requirements and assess potential impacts**:

- **Maintain a culture of risk management and control, supported by effective processes in alignment with risk appetite**:

- **Ensure employees are knowledgeable; and assume responsibility to minimize operational and regulatory risk by complying with Bank and industry Code of Conduct**

**EMPLOYEE TEAM**:

- **Lead, coach, develop and oversee a diverse team of Client Service Associates and other branch support staff**:

- **Contribute to the process of setting performance objectives for the team; track, monitor and effectively address and/or reward performance in a timely manner**:

- **Manage employees in compliance with all human resources policies, procedures and guidelines of conduct**:

- **Support an environment where team freely escalates business challenges; facilitate change through positive reinforcement of milestones and successes**:

- **Lead the recruitment and selection process for all support staff hires to ensure a highly diverse, qualified workforce to achieve business objectives**:

- **Promote a fair and inclusive environment that supports a diverse workforce and encourage the team to achieve common goals and objectives**:

- **Act as a brand champion for the business area/function and the bank, both internally and/or externally**

**BREADTH & DEPTH**
- **Lead a team and oversees the most complex or diverse operations or functional area (for PIC and PIA as well as Largest revenue generating NIAT Branches) - impact a significant part of the organization and entail leading teams in completing multiple step transactions / processes / activities that may involve numerous systems and/or jurisdictions, and range in complexity from medium to high**:

- **Requires strong process management knowledge and understanding of the business and operational function areas supported**:

- **Manages team requiring workforce to decision on acceptable level of risk
- Moderate to High risk potential (loss/reputational) for functional area**:

- **Plans, organizes and coordinates the activities for own area and resolves operational issues and work focus time horizon is generally medium term**:

- **Decision making authority and ambiguity and nature of issues managed are generally more complex, risk oriented, time sensitive and/or impacts a significant part of the organization**:

- **Effectively handles critical and/or high risk issues, determining the most appropriate course of action for resolution**:

- **Generally reports to the Branch Manager**

**EXPERIENCE & EDUCATION**:

- **Post-secondary/university degree**:

- **7+ years of related people manager experience'**:

- **Canadian Securities Course (CSC)**:

- **Registered with IIROC as an Investment Representative or Re

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