Manager, Customer Experience Trainee

3 weeks ago

Arthur, Canada TD Bank Full time

**TD Description**

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

**Department Overview**
- 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.

**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

**Job Requirements**

**EMPLOYEE / TEAM**
- Cultivate and model the Colleague Promise to support colleague growth, and a culture of care; make an impact at work and in our communities by leading with authenticity and supporting well being to represent TD's brand
- Connect the alignment of colleague's contributions with the TD Shared Commitments
- Support an engaged and diverse team where every colleague and customer are valued, respected, and listened to; committed to a common goal and collaborate to move with speed and get things done
- Participate in identifying talent in the recruitment and selection process for all hires to ensure a highly diverse, qualified workforce to achieve business objectives
- Support colleague growth by encouraging colleague development to achieve career and business objectives; delivering timely motivating appreciation and recognition to all colleagues
- Support a continuous learning culture by proactively seeking, listening to and actioning feedback from peers and from colleague listening opportunities to continuously improve the colleague experience and grow your personal leadership
- Support your team through change and promote an environment where teams feel psychologically safe to challenge current practices by modeling resiliency and flexibility, providing guidance and support on changing priorities and empowering colleagues to drive innovation
- Lead a high-performance culture by setting team targets and objectives, providing on-going feedback/coaching and conducting Quarterly Check-Ins for all colleagues to drive accountability and business results
- Manage employees in compliance with all human resources policies, procedures and guidelines of conduct

**BREADTH & DEPTH**:

- Manage a small team of service colleagues
- Leads a team in completing day-to-day processes / transactions / activities, involving multiple steps, systems, and / or jurisdictions
- Requires knowledge and understanding of a range of products and services, processes and systems in a set of focus areas, where transactions could be characterized by low to moderate risk
- Requires process management knowledge and a good understanding of the business

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