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Centralized Manager, Client Services

3 months ago

Toronto, Canada TD Bank Full time

**Centralized Manager, Client Services - Remote**:

- 431580BR

**Job Category - Primary**
- Wealth Management

**Work Location**
- TD Centre - South - 79 Wellington Street West

**Employment Type**
- Regular

**City**
- Toronto

**Time Type**
- Full Time

**Province/State**
- Ontario

**Hours**
- 37.5

**Workplace Model**
- Remote

**Pay Details**

**Department Overview**

TD Wealth Private Wealth Management is a premier full-service brokerage and investment management business with an unwavering focus on becoming the leading, most respected Wealth Management Advisory business in Canada, fulfilling the comprehensive needs of mass affluent and high net worth clients with world-class advice and legendary client experiences.

**Job Details**
- The Centralized Manager Client Service, Investment Management (CMCS) is responsible for leading service delivery, motivating and developing a team of Centralized Client Service Associates dedicated to supporting Investment Advisors across the country. Reporting to the Group Manager, the CMCS contributes to the achievement of business goals through effective coaching, management and teamwork. The CMCS is also accountable for all aspects of people management including recruitment, training, career development and performance management. The ability to set and achieve goals with complete ownership of performance and results is key to success in this role.
- The CMCS will communicate regularly with and gain feedback from the Investment Advisors, field MCSs and BMs. Using strong communication, active listening and problem-solving skills, the CMCS will work with his/her peers to identify and make recommendations for business/process improvements while collaborating with various business partners across multiple locations. They also monitor and report on service levels, initiating plans for improvement as required. Finally, the CMCS identifies and resolves complex or sensitive service issues in addition to acting as the escalation point for IAs/field MCSs/BMs with serious service issues/concerns- Lead, coach and model exceptional service delivery at every interaction with Associates who represent both PIA and PIC LOBs.
- Oversee the day to day activities of the team, leading and coaching the team on strategies to improve the overall service delivery experience
- Coordinate the sharing of information, skills and knowledge among team members
- Provide regular feedback to CCSAs through quality coaching sessions
- Contribute to PWM objectives for timely and accurate, error free Operational Excellence
- Ensure necessary due diligence is taken to support the accuracy of all client transactions
- Resolve escalated issues, ensuring the interests of the firm, shareholder and client are considered
- Ensure all work meets with audit, regulatory and business guidelines
- Conduct the review of various different reports and communicating any trends and/or concerns to the management team
- Contribute to a respectful work environment for all employees through focusing on the employee experience and actively managing performance/behaviour issues in a timely and respectful manner
- Lead/support initiatives and projects that strengthen the service culture within the organization
- Investigate and implement service improvements, and be a change leader
- Build and maintain strong working relationships with the IAs and field BMs and MCSs
- Professionally represent PWM National Office in all interactions

**Job Requirements**
- Previous supervisory or management experience- Proven client service, leadership and business planning skills
- Must be able to work well independently and as a part of a larger management team
- Possess strong judgment and problem-solving skills
- Excellent oral, written, interpersonal and relationship building skills
- Use impact and influence skills to guide others to a desired conclusion and have the ability to hold them accountable
- The ability to change direction quickly and effectively is essential
- Flexibility and change leadership skills are required
- Proven organizational, multitasking and time-management skills are required
- A solid understanding of operations, LEI and the Sales and Client Engagement Model is critical to coaching success
- Knowledge of PIA products, systems, and procedures
- Strong organizational awareness
- Understanding of the Private Investment Advice and the Private Investment Council businesses; securities industry regulations, procedures and legal framework
- Additional Language skill is an asset (e.g. French, Cantonese, Mandarin)
- IIROC licensing (IR/RR/Supervisor) is an asset

**Additional Information**
- This is a remote position and be located anywhere in Canada

**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,