Senior Banking Operations Manager

1 week ago

ThompsonNicola Regional District, Canada TD Bank Full time

Job Summary

We are seeking a highly skilled and experienced Branch Manager II to join our team at TD Bank. As a key member of our leadership team, you will be responsible for leading a medium to large-sized branch, overseeing and leading a medium and/or highly complex and diverse branch, and managing a team of service and advice colleagues.

Key Responsibilities

  • Customer Focus
    • Manage the service and advice team to promote a positive customer and colleague experience.
    • Lead, coach, and develop a team of service and advice colleagues on services, product, and sales informational conversations and/or advice-giving service strategies and tactics to improve the overall customer experience.
    • Coach to ensure customer issues are handled appropriately through customer problem resolution guidelines.
    • Actively promote the Bank's image within the community through participation and leadership in community business groups, initiatives, fundraisers, etc.
    • Contribute to the execution and achievement of the team and the branch's service customer experience targets.
    • Provide oversight of branch premises and ensure the customer and colleague areas are professional and inviting in appearance.
    • Ensure overall colleague scheduling is optimal to meet customer demands.
  • Shareholder Value
    • Communicate national, regional, and/or district strategies to the team and ensure alignment of branch strategies to the overall Bank.
    • Lead the development and implementation of service and advice strategies to achieve business objectives and branch goals.
    • Plan and execute business development activities, review and communicate results, and adjust tactics accordingly.
    • Execute on the annual business plan to deliver results aligned with business strategies.
    • Manage overall budget, revenue, and expenditures, meet business objectives while increasing efficiency and effectiveness.
    • Coach and develop colleagues to proactively identify customer product and service needs.
    • Identify and develop relationships with existing customers and external referral sources to generate demand for products/services.
    • Achieve business objective for Operational Excellence.
    • Ensure necessary due diligence to support the accuracy of all customer transactions/activities.
    • Follow and ensure colleagues understand and apply bank operating policies and procedures.
    • 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 colleagues are knowledgeable; and assume responsibility to minimize operational and regulatory risk by complying with Bank and industry Code of Conduct.
    • Work alongside other business lines including Wealth and Business Banking to stay abreast of emerging trends in the market.
    • Colleagues at higher levels may be responsible for acting as a leader in the provision of One TD services to customers.
  • Employee/Team
    • Responsible for management of the overall team providing both leadership and guidance.
    • Set targets and objectives for the team, and holds the team accountable to deliver results and objectives.
    • Grow team expertise to align with business/enterprise demand and direction; assess team skills and capabilities.
    • Lead a high-performing team; provide on-going feedback and performance reviews.
    • Lead the process of setting performance objectives for the team.
    • Ensure colleagues are in compliance with all human resources policies, procedures, and guidelines of conduct.
    • Share knowledge, information, skills, and subject matter expertise among the team.
    • Support an environment where team freely escalates business challenges.
    • Recruit for all hires to ensure a highly diverse, qualified workforce.
    • Establish and foster a cohesive team; promote a fair and equitable environment.
    • Act as a brand ambassador for your business area/function and the bank.
    • Colleagues at the highest levels may be responsible for acting as a leader in the District and/or Region.
  • Breadth & Depth
    • Manage a medium to large-sized branch/team.
    • Oversees and lead a medium and/or highly complex and diverse branch.
    • Requires deep expert process management knowledge and deep expert knowledge of the risk profile for team processes.
    • Provides coaching, mentorship, and guidance to others within area of expertise.
    • Manages and oversees the overall discipline and strategy for the branch.
    • Oversee management of team requiring workforce to decision on acceptable level of risk.
    • Acts as the highest point of escalation/contact within the branch for issues raised.
    • Involves regular contact with cross-functional teams across TDBG or external contacts and/or customers.
    • Generally reports to the District Leader or District Vice President.

Requirements

  • Undergraduate degree and/or 5+ years of relevant experience.
  • Branch Compliance Officer (BCO) course.
  • IFIC or CSC.

About TD Bank

TD Bank 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.

Total Rewards Package

Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical, and mental well-being goals.

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