Head of Branch Services

4 weeks ago

ThompsonNicola Regional District, Canada TD Full time

Location:

Canada

Schedule:

37.5 hours per week

Industry:

Personal and Commercial Banking Services

Compensation Details:

We are committed to providing fair and equitable compensation to all our colleagues. As a candidate, we encourage you to engage in an open conversation with your recruiter and inquire about the compensation specifics for this role.

Position Overview:

Customer Focus
  • Oversee the service and advisory team to foster a positive experience for both customers and colleagues.
  • Guide, mentor, and develop a team of service and advisory professionals on service delivery, product knowledge, and sales strategies to enhance the overall customer experience and financial confidence.
  • Ensure customer issues are addressed effectively by adhering to problem resolution guidelines and personally engaging in negotiations when necessary.
  • Actively enhance the Bank's reputation within the community through involvement in local business groups, initiatives, and fundraising activities.
  • Contribute to achieving the team's and branch's customer service experience targets by modeling and coaching appropriate behaviors; lead the execution of the advisory plan and objectives.
  • Maintain oversight of branch facilities to ensure a professional and welcoming environment for customers and colleagues.
  • Optimize colleague scheduling to meet customer needs effectively.
  • Include coaching and developing managers to achieve branch objectives.
  • Manage complex daily administrative tasks related to compliance and mutual funds.
Shareholder Responsibilities
  • Communicate national and regional strategies to the team, ensuring alignment with overall Bank objectives.
  • Lead the formulation and execution of service and advisory strategies to meet business goals.
  • Plan and implement business development initiatives, review outcomes, and adjust strategies as needed.
  • Execute the annual business plan to achieve results aligned with strategic objectives.
  • Manage the overall budget, revenue, and expenditures while enhancing operational efficiency.
  • Coach colleagues to proactively identify customer needs and deliver on service strategies, referring partners as necessary.
  • Develop relationships with existing customers and external sources to generate demand for products and services.
  • Achieve operational excellence business objectives.
  • Ensure accuracy in all customer transactions and activities through due diligence.
  • Adhere to and ensure colleagues understand Bank policies and procedures.
  • Protect the organization's interests by identifying and managing risks, escalating high-risk transactions as needed.
  • Stay informed about emerging issues and regulatory changes, assessing their potential impacts.
  • Foster a culture of risk management and control aligned with risk appetite.
  • Ensure colleagues are knowledgeable and comply with the Bank's Code of Conduct to minimize operational and regulatory risks.
  • Collaborate with other business lines to stay updated on market trends and support referrals through ongoing training.
  • Higher-level colleagues may act as leaders in providing cohesive services to customers, demonstrating partnership in business planning and community engagement.
Team Leadership
  • Responsible for the overall management of the team, providing leadership and guidance.
  • Set performance targets and hold the team accountable for achieving results.
  • Enhance team expertise to align with business demands; assess skills and seek opportunities to add value for customers.
  • Lead a high-performing team; provide ongoing feedback, conduct performance reviews, and ensure management activities are completed.
  • Facilitate the process of setting performance objectives for the team; monitor and address performance in a timely manner.
  • Ensure compliance with human resources policies and escalate issues as necessary.
  • 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 can freely raise business challenges; support change through positive reinforcement.
  • Recruit to build a diverse and qualified workforce to meet business objectives.
  • Foster a cohesive team environment that promotes diversity and common goals.
  • Act as a brand ambassador for the business area and the Bank.
  • Higher-level colleagues may lead change management and talent development initiatives.
Scope of Responsibilities
  • Manage a medium to large-sized branch/team.
  • Oversee a complex and diverse branch while developing talent and achieving business results.
  • Possess deep knowledge of process management and risk profiles for team processes.
  • Provide coaching and mentorship within areas of expertise.
  • Align branch strategies with enterprise best practices.
  • Manage team decisions regarding acceptable risk levels.
  • Act as the primary escalation point for customer and internal issues.
  • Engage regularly with cross-functional teams and external contacts.
  • Typically report to the District Leader or District Vice President.
Qualifications
  • Undergraduate degree and/or
  • 5+ years of relevant experience.
  • Completion of Branch Compliance Officer (BCO) course.
  • IFIC or CSC certification.

About Us:

TD is a global leader in the financial services sector, recognized as the fifth-largest bank in North America by branch count. We deliver legendary customer experiences to over 27 million households and businesses across Canada, the United States, and worldwide. Our colleagues bring their skills, talent, and creativity to serve our clients and support the economies we operate in. We are guided by our vision to be a better bank and our purpose to enrich the lives of our customers, communities, and colleagues.

Additional Information:

We are excited that you are considering a career with TD. We are dedicated to helping our colleagues succeed in their personal and professional lives. This commitment includes providing development conversations, training programs, and a competitive benefits package.

Accessibility Measures:

Accessibility is important to us. Please inform us of any accommodations you may need to participate fully in the interview process.

We look forward to hearing from you.

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