Manager Client Services Ii

2 weeks ago

Whitby, Canada TD Bank Full time

409474BR

Wealth Management

Whitby, ON

May 15, 2023

Company Overview

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 branch ensuring a positive working environment, change management, consistent process improvements, and adherence to ever-changing regulatory and control requirements. Primary Businesses: Private Investment Advice, Private Investment Counsel

**Job Description**:
**CUSTOMER**:

- Contribute to operational improvements and coordinate the implementation of new policies & procedures intended to improve the quality of the client experience
- Remain abreast of client feedback on service quality and coach the team towards preventing issues and improving the client experience
- Provide leadership for all national and branch projects and initiatives;
- Lead change management initiatives, together with Branch Management, to ensure implementation is smooth and adoption is early
- Actively participate and contribute in national MCS Conference Calls, National and Regional Calls, providing input and feedback as required
- Assist CSA team with day to day problem resolution and escalation requests
- Remain abreast of client feedback on service quality and coach the team towards preventing issues and improving the client experience
- Provide leadership for all national and branch projects and initiatives;
- Lead change management initiatives, together with Branch Management, to ensure implementation is smooth and adoption is early

**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
- 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

**Requirements**:

- Lead a team, responsible for a wide range of processes, and in completing day-to-day processes / transactions / activities, involving multiple steps, systems, and jurisdictions
- Requires advanced skills and expertise in a range of products and services, processes, procedures and systems in a set of focus areas, where transactions could be characterized by moderate risk
- Closely monitor workflows, prioritizing tasks and delegating duties and responsibilities and work focus time horizon is generally short to medium term
- Plan, organize and coordinate the activities for own area and resolves operational issues
- Manage team requiring workforce to decision on acceptable level of risk
- Low to Moderate risk potential (loss/reputational) for functional area
- Decision making authority and ambiguity of issues managed generally limited to less complex, non-standard issues or exceptions
- Effectively handle day-to-day issues, determining the most appropriate course of action for resolution
- Knowledge of Bank regulatory risk and compliance policies, processes and requirements
- Reports to the Branch Manager

**EXPERIENCE & EDUCATION**:

- Post-secondary/university degre

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