Manager Client Services

1 week ago

Toronto, Canada TD Bank Full time

**TD Description**

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

**Department Overview**
- This role is responsible for leading a team of highly skilled support staff with diverse capabilities conducting day-to-day operations of a fast-paced Center ensuring a positive working environment, effective change management, consistent process improvements, and adherence to ever-changing regulatory and control requirements.

**PRIMARY PURPOSE OF THE ROLE**:This role is responsible for leading a team of highly skilled support staff with diverse capabilities conducting day-to-day operations of a fast-paced Center ensuring a positive working environment, effective change management, consistent process improvements, and adherence to ever-changing regulatory and control requirements.**CUSTOMER**:

- Lead, coach, develop and oversee a diverse team of Private Client Service Associates (PCSA) and other Centre support staff
- Lead operational improvements and coordinate the implementation of new policies & procedures intended to improve the quality of the client experience
- Provide guidance on addressing client complaints, and when needed manage and escalate client concerns to Market Manager and/or National Office as appropriate
- Remain abreast of client feedback on service quality and coach the team towards preventing issues and improving the client experience
- Lead change management initiatives, together with Center Management, to ensure implementation is smooth and adoption is early
- Facilitate and lead training/education workshops on Branch Controls, Compliance and Fraud Prevention

**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
- Act as primary delegate when Market Manager is offsite. Perform required oversight on projects and programs
- 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

**Job Requirements**

**EXPERIENCE & EDUCATION**:

- Post-secondary/university degree
- 5+ years of related people manager experience
- Canadian Securities Course (CSC)

**Inclusiveness**

At TD, we are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of our customers and communities in which we live and serve. If you require an accommodation for the recruitment/interview process (including alternate formats of materials, or accessible meeting rooms or other accommodation), please let us know and we will work with you to meet your needs.

**Job Family**
- Wealth Distribution Sales Leadership

**Job Category - Primary**
- Wealth Management

**Job Category(s)**
- Wealth Management

**Hours**
- 37.5

**Business Line**
- TD Wealth

**Time Type**
- Full Time

**Employment Type**
- Regular

**Country**
- Canada

**Province/State (Primary)**
- Ontario

**City (Primary)**
- Toronto

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