Team Manager Ii, Operations

3 weeks ago

Toronto, Canada TD Bank Full time

**TD Description**

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

**Department Overview**
- TD Merchant Solutions (TDMS) is a leader in Point of Sale technology and product innovation for large and small businesses and offers a complete line of credit and debit card payment processing solutions. These include face-to-face, telephone and internet transaction solutions which enable merchants to accept VISA, Mastercard, American Express, Discover, Union Pay, Interac and other solutions.
- Reporting to the Senior Manager, Inside Sales, the Inside Sales Team Manager, will be accountable for promoting a 'Best in Class' Sales operation by holding people accountable to achieve Sales and Revenue targets through effective coaching.
- The team is also charged with cross selling customers by expanding our product offerings within each account. This requires the manager and their directs to be highly skilled in effective selling on all new and existing products/solutions.
- Manage a team of Inside Sales Reps to provide a legendary Merchant and Colleague experience
- Lead, coach and develop employees to achieve business results and professional/personal development objectives while achieving a balanced score card by focusing on the customer experience and productivity metrics
- Demonstrate leadership aligned with the TD Framework Leadership Model.

The incumbent will be accountable for the following:
**Business Strategic Directions**:
The Team Manager must overtime develop their knowledge of the TD Merchant Solutions business and Payments industry overall including regulations for payment brands (e.g. Visa, MC, Interac) offered by TD Merchant Solutions to Accounts of all sizes. Additionally, understanding the competitive marketplace and who TDMS competes against along with their unique selling propositions.
- The Team Manager will need to be able to thoroughly understand the TDMS Value proposition(s) in each of the industries we compete in and then be able to cascade this knowledge to their direct reports who will be able to articulate it effectively to the customers they interact with.**Merchant**:

- Lead, coach, and motivate the team on advice giving strategies and tactics to enhance the overall Merchant experience
- Listen to customer calls to support employee coaching and identify opportunities to improve the overall customer experience
- Coach to ensure customer problems are handled appropriately through customer problem resolution guidelines and participate in the negotiation and resolution

**Financial Results**:

- Possess strong financial acumen and have the ability to quickly analyze the customer’s existing MS metrics and competitive offerings while not significantly compromising the margins of the account - Strong Margin Management skills are required
- Execute on the annual business sales and revenue plan to deliver results aligned with the Merchant Solutions Sales strategy.
- Adhere to the principles of sales and service management practices, coaching employees to setting goals, forecasting accurately, establishing action plans, and tracking progress throughout the reporting period
- Ensure growth of the business by participating and executing on sales strategic initiatives and projects
- Ensure employees maintain in-depth knowledge and understanding of all pertinent procedures, products and services
- Coach employees on identifying customer needs and referring opportunities across TD Merchant Solutions and TDBG where possible
- Act as a change agent and take an active role in facilitating and supporting change
- Effectively manage the department cost and identify opportunities for expense reduction

**Operational Results and Risk Management**:

- Lead the team to achieve operation excellence objectives
- Coach the team to achieve planned adherence and average handle time goals to ensure service levels are achieved
- Demonstrate through action, communication and coaching the operational, risk and compliance standards and foster the operational, risk and compliance culture expected at TD consistently with the Bank’s risk appetite
- Ensure employees comply with all TDBG and industry code of conduct and are aware of TD programs, policies and practices
- Adhere to audit requirements by ensuring employees follow operational policies and procedures, and maintain proper key controls
- Participate in the development and ongoing review of the call quality program
- Identify, mitigate and report on risk issues per enterprise policy/guidelines and ensure appropriate escalation processes are followed
- Contribute to special projects as it relates to business initiatives for the Inside Sales Team.

**Job Requirements**

**Qualifications**:

- Previous people management and Sales experience required.
- Exceptional coaching and team building skills.
- Call Center Management experience
- Ability to adapt in a constantly changing environment and able to quickly re-evaluate priorities
- Ac

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