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Client Services Manager II

3 months ago

Midland, Ontario, Canada TD Bank Full time

Work Location:

Barrie, Ontario, Canada

Hours:

37.5

Line of Business:

TD Wealth

Pay Details:

We are dedicated to ensuring fair and equitable compensation for all our team members. We encourage candidates to engage in open discussions with our HR Team regarding compensation-related inquiries, including pay specifics for this position.

Job Overview:

This position entails overseeing a team of proficient support personnel with varied skill sets, managing the daily operations of a dynamic branch while fostering a positive workplace culture, implementing change management strategies, enhancing process efficiencies, and ensuring compliance with evolving regulatory and control standards. Key Business Areas: Private Investment Advice, Private Investment Counsel.

CUSTOMER FOCUS:

• Drive operational enhancements and coordinate the rollout of new policies and procedures aimed at elevating the client experience.

• Stay informed about client feedback regarding service quality and mentor the team to proactively address issues and enhance client satisfaction.

• Provide leadership for all national and branch-level projects and initiatives.

• Spearhead change management efforts alongside Branch Management to ensure seamless implementation and early adoption.

• Actively engage in national MCS Conference Calls and other regional discussions, offering insights and feedback as necessary.

• Support the CSA team with daily problem-solving and escalation requests.

• Remain attuned to client feedback on service quality and guide the team in preventing issues and enhancing the client experience.

SHAREHOLDER RESPONSIBILITIES:

• Supervise daily operations, manage workloads, ensure compliance with internal and external standards, and meet service level expectations.

• Mentor and develop team members to identify client needs and deliver on business sales and advisory strategies.

• Address escalated issues and refer complex situations beyond personal expertise.

• Ensure adherence to operational standards and processes by conducting quality checks and validating work.

• Review and update procedures to guarantee comprehensive documentation of all functions and systems.

• Conduct necessary due diligence to ensure the accuracy of all client transactions and activities.

• Uphold bank operating policies and procedures, ensuring all team members understand and apply them.

• Safeguard the organization’s interests by identifying and managing risks, escalating non-standard, high-risk transactions as needed.

• Stay informed about emerging issues, trends, and regulatory changes, assessing their potential impacts.

• Foster a culture of risk management and control, supported by effective processes aligned with risk appetite.

TEAM LEADERSHIP:

• Lead, mentor, and develop a diverse team of Client Service Associates and branch support staff.

• Contribute to setting performance objectives for the team; monitor and address performance in a timely manner.

• Manage team members in accordance with all human resources policies and guidelines.

• Share knowledge and expertise among the team, ensuring timely communication of issues and fostering positive relationships with other functions.

• Promote an environment where team members feel comfortable escalating business challenges; facilitate change through positive reinforcement of achievements.

• Oversee the recruitment and selection process for support staff to ensure a diverse and qualified workforce aligned with business objectives.

• Champion a fair and inclusive workplace that encourages the team to achieve shared goals.

POSITION SCOPE:

• Lead a team overseeing complex operations or functional areas, impacting a significant portion of the organization and managing multiple-step transactions across various systems and jurisdictions.

• Requires strong process management knowledge and understanding of supported business and operational functions.

• Manage a team that requires decision-making on acceptable risk levels, with moderate to high risk potential for the functional area.

• Plan, organize, and coordinate activities for the area, resolving operational issues with a medium-term focus.

• Decision-making authority involves complex, risk-oriented, and time-sensitive issues impacting a significant part of the organization.

QUALIFICATIONS:

• Post-secondary/university degree.

• 7+ years of relevant managerial experience.

• Completion of the Canadian Securities Course (CSC).

• Registration with IIROC as an Investment Representative or Registered Representative.

About TD:

TD is a leading global financial institution and the fifth largest bank in North America by branches. We serve over 27 million households and businesses across Canada, the United States, and globally. With more than 95,000 colleagues, we are committed to delivering exceptional customer experiences and enriching the lives of our customers, communities, and colleagues.

At TD, we are dedicated to being a leader in customer experience, believing that all colleagues, regardless of their role, are customer-facing. 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 leadership, development conversations, mentorship, and training programs.

Our Total Rewards Package:
Our Total Rewards package reflects our investment in our colleagues' financial, physical, and mental well-being. 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 ongoing development conversations, training programs, and a competitive benefits plan, we are committed to supporting our colleagues in thriving both professionally and personally.

Colleague Development:
If you are interested in a specific career path or wish to develop certain skills, we are here to help you succeed. You will have regular career and performance discussions with your manager, along with 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 resources needed to excel in your new role.

Interview Process:
We will reach out to selected candidates 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.

Language Requirement:

N/A