Manager, Customer Experience Trainee

4 weeks ago

ChathamKent, Canada TD Bank Full time

**TD Description**

Stay current and competitive. Carve out a career for yourself. Grow with us.
- Leads a team of service colleagues promoting a positive customer and colleague experience and provides day-to-day team leadership, work direction to ensure effective and efficient delivery of service / advice activities and/or solutions while maintaining compliance and regulatory guidelines.
- The role will lead, coach and develop colleagues toward achieving operational excellence, branch advice and referral goals, overall branch results and personal development objectives.

**Job Requirements**

**KEY ACCOUNTABILITIES**

**BREADTH & DEPTH**
- Manage a small team of service colleagues in Tier 4 branches only.
- Leads team in completing day-to-day processes / transactions /service and advice activities, involving multiple steps, systems, and jurisdictions
- Requires advanced skills and expertise in a range of products and services, processes, procedures and systems, where transactions could be characterized by moderate risk
- Requires intermediate level of process management knowledge and a solid understanding of the business and operational function areas supported
- Closely monitors workflows, prioritizing tasks and delegating duties and responsibilities; work focus time horizon is generally short to medium term
- Plans, organizes and coordinates the activities for own area and resolves operational issues
- Manages team requiring workforce to decision on acceptable level of risk - specifically low to moderate risk potential (loss/reputational) transactions and/or requests
- Decision making authority and ambiguity of issues managed generally limited to moderately complex, non-standard issues or exceptions
- Effectively handles day-to-day issues, determining the most appropriate course of action for resolution
- Generally reports to a Branch Manager

**EXPERIENCE & EDUCATION**
- Undergraduate degree and/or
- 3+ years of relevant experience

**Additional Information**

**CUSTOMER**
- Lead, coach, and proactively model exceptional service at every customer interaction in the lobby and on the frontline
- Responsible for maintaining optimal colleague scheduling to ensure customer demands and compliance requirements are met
- Support and coach frontline colleagues on effective customer complaint resolution
- Assist with maintaining a professional and inviting space in all common areas of the branch, adhering to premises, marketing, and/or regulatory guidelines; particularly, this role helps ensure that the lobby and frontline meet internal/external policies and/or regulatory requirements
- Leads the execution of the branch LEI plan/objectives; supports the execution of the branch advice plan/objectives
- Lead and coach frontline team on advice giving strategies and overall product and services acumen
- Lead and coach on advice delivery to improve the customer experience and overall profitability of the Bank
- Ensure a coordinated and consistent banking presence in the market approach across One TD partners
- Work collaboratively with TD Partners to ensure all Branch Banking customers are serviced in the channel best suited to their needs
- Ownership/oversight of simple to complex daily branch administrative duties

**SHAREHOLDER**
- Manage the service team promoting a positive customer and colleague experience
- Lead and develop a team of service colleagues, provide coaching on delivering effective customer service, product, advice conversations and/or advice-giving service; support service and advice strategies and tactics to improve the overall customer experience
- Coach to ensure customer issues are handled appropriately through customer problem resolution guidelines and personally participate in the negotiation and resolution where necessary; empower senior service team to act as a point of escalation for customer concerns, and take personal ownership when concerns cannot be managed at junior levels
- Contribute to the execution and achievement of the team and the branch's customer experience targets by coaching / modeling appropriate attributes and behaviors
- Ensure the customer area is professional and inviting in appearance

**EMPLOYEE / TEAM**
- Lead and support a high performing team; provide on-going feedback and performance reviews, coach and develop colleagues and ensure performance management activities are undertaken and completed for all colleagues
- Contribute to the process of setting performance objectives for the team; track, monitor and effectively address and/or reward performance in a timely manner
- Ensure colleagues are in compliance with all TDBFG policies, procedures and guidelines of conduct (regarding customer interactions, products and services, etc.)
- Manage colleagues in compliance of all policies, procedures and guidelines
- Support an environment where team freely escalates business challenges; facilitate change through positive reinforcement of milestones and successes
- Particip

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