Manager, Personal Financial Services- Ste-foy

7 months ago

SainteFoy, Canada TD Bank Full time

Work Location:
Sainte-Foy, Quebec, Canada

Hours:
37.5

Line of Business:
Personal & Commercial Banking

Pay Details:
**Job Description**:
CUSTOMER:

- Provide sound advice with every customer interaction, contributing to an exceptional customer experience
- Use ability to discover and advise on meeting/exceeding customer needs by asking deeply curious and thoughtful questions
- Improve customer financial confidence through ongoing dialogue and by answering questions
- Provide total financial reviews and provide appropriate recommendations based on the customer's personal circumstances
- Ensure customer issues are resolved in an accurate and efficient manner, escalating issues where necessary
- Possess comprehensive knowledge of the local market, competitive offers, and economic trends to support advice recommendations
- Assist with maintaining a professional and inviting space in all common areas of the branch, adhering to premises, marketing, and/or regulatory guidelines, paying attention to the office space in which the advisor occupies
- Support the frontline with transactions, as necessary
- May act as a point of escalation and support for the frontline and advice staff, ensuring customer problems are handled appropriately, when required

SHAREHOLDER:

- Contribute to the achievement of business objectives by proactively attracting, acquiring and retaining customers / sales opportunities and referrals, to increase profitability and enable business growth
- Promote and offer full suite of products, sales, services and banking capabilities
- Contribute to business objectives for Operational Excellence
- Support the timely and accurate completion of business processes and procedures
- Protect the interests of the organization - identify and manage risks, and escalate non-standard, high risk transactions / activities as necessary
- Ensure documentation that is prepared / completed is accurate and properly reflects client / business intentions and is consistent with relevant rules / regulations
- Identify, suggest and actively participate in process improvement opportunities
- Ensure necessary due diligence to support the accuracy of all transactions / activities
- 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
- Assume responsibility to minimize operational and regulatory risk by complying with Bank and industry Code of Conduct

EMPLOYEE TEAM:

- Participate fully as a member of the team, promote team effectiveness and contribute to a positive work environment
- Support the team by continuously developing knowledge in own area
- Participate in personal performance management and development activities, including cross training within own team
- Keep others informed and up-to-date about all relevant or useful information related to day-to-day activities
- Contribute to a fair, positive and equitable environment that supports a diverse workforce
- Act as a brand champion for your business area/function and the bank, both internally and/or externally

BREADTH & DEPTH
- Requires specialized expertise to provide complex transaction/ product feature advice and guidance to customers
- Requires specialized skills and expertise in a range of products, services, concepts and processes and could be characterized by moderate - high complexity / risk
- Acts as a sales process/product expert to customers and/or internal partners
- Identifies complex problems and formulates the most appropriate solution
- Acts as a team lead and/or escalation point for complex issues, coordinating the work of others and providing coaching to maintain service, process and product standards
- Uses insights into how the customer or sales team integrates with other teams to coordinate efforts and resources to achieve shared objectives
- Has direct impact on the quality of the duties performed, or services provided, to the sales team and the unit supported
- Implements sales and customer service procedures and approaches to complete work
- Requires tact to exchange ideas and customer information in a concise and logical way; handling of sensitive customer information and resolution of exceptions
- Generally requires specific formal certifications at this level of expertise
- Generally reports to an Assistant Branch Manager or Branch Manager

EXPERIENCE & EDUCATION:

- High School diploma and/or
- 1+ years relevant experience
- IFIC or CSC
- CFSA to be completed upon hire
- Post-Secondary or Undergraduate degree (in related field) preferred

Who We Are:
TD is one of the world's leading global financial institutions and is the fifth largest bank in North America by branches/stores. Every day, we deliver legendary customer experiences to over 27 million households and businesses in Canada, the United States and around the world. More than 95,000 TD colleagues bring their

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