Lei Program Manager
1 month ago
399908BR
Management / Consulting / Advisory
Toronto, ON
March 16, 2023
Company Overview
Department Overview
Comprised of the Retail Investment Specialists (RIS), Mobile Mortgage Specialists (MMS), TD Broker Services and Builder Sales Managers, the **Specialized Sales Force (SSF)** has a mandate to elevate advice and provide the right products and services that align with our customers’ needs.
Delivering for our customers affords us the opportunity to be #1 in market share within the MMS, Broker, GIC & Mutual Fund spaces. Achieving and sustaining that position requires strong partnership and collaboration across all SSF distribution channels.
Whether it is home financing or investing, SSF professionals embed knowledge into every customer interaction. Their professionalism and commitment to service are consistent with the Canadian Personal Banking framework: to deliver legendary customer experiences.
By offering meaningful advice and the right lending and investment solutions, our SSF lending professionals can help our customers achieve their financial goals.
Our **National Office, Specialized Home Financing Group** helps enable our Specialized Home Financing channels to win more business through meaningful colleague, customer and partnership experiences to move beyond our competitors.
**Job Description**:
Reporting to the Senior Manager, Sales Performance, Strategic Planning & Initiatives, the **LEI Program Manager** will be responsible for developing a consistent, centralized model to manage, monitor, and improve colleague customer experience efforts currently for the MMS Channel. This role models integrity and leadership to promote a positive work environment that fosters collaboration and innovation every day and requires regular interaction and communication with shared services partners and business owners.
This is a position that will be attractive to a self-starter and change agent with the ability to deliver in a challenging and fast-paced environment and to play a pivotal role in delivering initiatives with the aim of building a truly Legendary Customer Experience.
**Responsibilities include**:
- Develop and manage the execution of the long term Cx Strategy for the SSF (currently MMS program focused) in support of and integrated with the overall business strategy (incl. LEI, Monitoring Programs, Customer Cares & Irritants, and Cx recognition programs)
- Lead the delivery of LEI program across SSF including benchmarking, future Proof-of-Concepts (POCs) with Marketing & Medallia (vendor) and program integrations across the SSF
- Provide SSF Channel with related research, evaluation, operational, reporting and/or analytical support in a timely manner
- Understand SSF Channel objectives and contribute by recommending appropriate actions to management based on the analysis and review of results within assigned scope
- Identify and address top irritants and work with business leaders/key stakeholders to remove barriers to successful Customer and colleague interactions (interlock closely with iD8 platform and infrastructure)
- Maintain documentation outlining all Cx Programs (i.e. procedure documents, training, etc.)
- Support SSF Channel with customer experience feedback and management/leadership call calibration sessions
- Collaborate with the SSF Complaint Program (RESL Customer Cares) aligned with Enterprise Standards
- Assist in the development and preparation of training material related to the Customer Experience & Voice of the Customer
- Responsible for customer experience program across overall team(s) providing both leadership and customer experience program guidance
- Support the development of presentations/communications and coordinate relevant processes / meetings /e vents that impact a broad area under the customer experience umbrella
- Ensure the timely communication of issues that are relevant to the team and encourage a good working relationship with other internal and external groups
- Liaise between business and product partners to translate business requirements into solutions
- Establish effective relationships across multiple business partners, program and project managers
- Continuously enhance knowledge/expertise in own area and keep current trends/development and grow knowledge of the business, analytical tools and techniques
- Participate in knowledge transfer within the team and business units and identify and recommend opportunities to enhance productivity, effectiveness, and operational efficiency
- Support a positive work environment that promotes service to the business, quality, innovation and teamwork and ensure timely communication of issues/points of interest
- Prioritize and manage own workload in order to deliver quality results and meet assigned timelines
**Requirements**:
**What can you bring to TD?** Share your credentials, but your relevant experience and knowledge can be just as likely to get our attention. It helps if you have:
- 3-4 years relevant ex
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