Customer Experience Manager

4 weeks ago

Medicine Hat, Alberta, Canada TD Full time

Work Location:
Medicine Hat, Alberta, Canada

Hours:
37.5

Line Of Business:
Personal & Commercial Banking

Pay Details:
We are dedicated to ensuring fair and equitable compensation for all our employees. We encourage candidates to engage in open discussions with our HR Team regarding compensation inquiries, including details for this position.

Job Overview

KEY ACCOUNTABILITIESCUSTOMER
  • Guide, mentor, and exemplify outstanding service during every customer interaction in the lobby and on the frontline.
  • Accountable for optimizing colleague scheduling to meet customer needs and compliance standards.
  • Assist and coach frontline staff in effective resolution of customer complaints.
  • Help maintain a professional and welcoming environment in all common areas of the branch, adhering to marketing and regulatory guidelines; this role is crucial in ensuring the lobby and frontline comply with internal and external policies.
  • Lead the implementation of the branch's LEI plan and objectives; support the execution of the branch's advisory plan and goals.
  • Coach and guide the frontline team on advisory strategies and overall product and service knowledge.
  • Enhance the customer experience and the Bank's profitability through effective advice delivery.
  • Ensure a unified and consistent banking presence in the market through collaboration with One TD partners.
  • Oversee simple to complex daily administrative tasks within the branch.
SHAREHOLDER
  • Manage the service team to foster a positive experience for both customers and colleagues.
  • Develop and lead a team of service colleagues, providing coaching on effective customer service and advisory conversations; support strategies to enhance the overall customer experience.
  • Ensure customer issues are resolved appropriately by following established guidelines, personally engaging in negotiations and resolutions when necessary; empower senior service team members to escalate customer concerns as needed.
  • Contribute to achieving the team and branch's customer experience targets by modeling and coaching appropriate behaviors.
  • Maintain a professional and inviting appearance in the customer area.
EMPLOYEE / TEAM
  • Lead and support a high-performing team; provide ongoing feedback and conduct performance reviews, coaching and developing colleagues while ensuring performance management activities are completed.
  • Assist in setting performance objectives for the team; monitor and address performance in a timely manner.
  • Ensure compliance with all TDBFG policies, procedures, and conduct guidelines among colleagues.
  • Manage team compliance with all policies and procedures.
  • Share knowledge and expertise among the team, ensuring timely communication of issues and fostering good relationships with other functions.
  • Encourage an environment where team members feel comfortable escalating business challenges; facilitate change through positive reinforcement of achievements.
  • Participate in the recruitment process to ensure a diverse and qualified workforce that meets business objectives.
  • Promote an equitable environment that supports diversity and encourages the team to achieve common goals.
  • Act as a brand ambassador for your business area and the bank, both internally and externally.
BREADTH & DEPTH
  • Manage a small team of service colleagues in Tier 4 branches.
  • Lead the team in executing daily processes, transactions, and service activities that involve multiple steps and systems.
  • Requires advanced skills and expertise in various products and services, with transactions characterized by moderate risk.
  • Requires intermediate knowledge of process management and a solid understanding of supported business and operational functions.
  • Monitor workflows closely, prioritize tasks, and delegate responsibilities; focus on short to medium-term objectives.
  • Plan, organize, and coordinate activities for the area while resolving operational issues.
  • Manage team decisions regarding acceptable risk levels, specifically for low to moderate risk transactions.
  • Decision-making authority is generally limited to moderately complex, non-standard issues.
  • Effectively address day-to-day issues, determining the best course of action for resolution.
  • Typically reports to a Branch Manager.
Experience & Education
  • Undergraduate degree and/or.
  • 3+ years of relevant experience.
Who We Are

TD is a leading global financial institution and the fifth largest bank in North America by branches. We deliver exceptional customer experiences to millions of households and businesses across Canada, the United States, and beyond. Our dedicated team of over 95,000 colleagues brings their skills and creativity to serve our customers and support the economies we operate in. We are guided by our vision to be the better bank and our purpose to enrich the lives of our customers, communities, and colleagues.

TD is committed to being a leader in customer experience, believing that all colleagues, regardless of their role, contribute to this mission. As we grow our business and execute our strategy, we are innovating to enhance customer experiences and build capabilities for the future of banking. Whether you are an experienced banking professional or just starting your career in financial services, we are here to help you realize your potential through mentorship and training programs.

Our Total Rewards Package

Our Total Rewards package reflects our investment in our colleagues, helping them achieve their financial, physical, and mental well-being goals. It includes a base salary, variable compensation, health and well-being benefits, savings and retirement programs, paid time off, banking benefits, career development opportunities, and recognition programs.

Additional Information

We appreciate your interest in building a career with TD. Through development conversations, training programs, and a competitive benefits plan, we are committed to supporting our colleagues in thriving both at work and at home.

Colleague Development

If you are interested in a specific career path or wish to build certain skills, we are here to help you succeed. You will have regular conversations with your manager regarding career development and access to an online learning platform and various mentoring programs to unlock future opportunities.

Training & Onboarding

We provide comprehensive training and onboarding sessions to ensure you have the necessary tools to succeed in your new role.

Interview Process

We will reach out to candidates of interest to schedule interviews and strive to communicate outcomes to all applicants.

Accommodation

Your accessibility is important to us. Please inform us if you require accommodations to facilitate your participation in the interview process.

We look forward to your application.

Language Requirement

N/A.

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