Manager, Customer Experience Ii

6 months ago

King City, Canada TD Bank Full time

**Work Location**:
King City, Ontario, Canada

**Hours**:
18.75

**Line of Business**:
Personal & Commercial Banking

**Pay Details**:
**KEY ACCOUNTABILITIES**

**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**:

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

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

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

**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

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