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Senior Manager, Client Services

2 months ago

Kingston, Ontario, Canada TD Full time

About the Role:

We are seeking a highly skilled and experienced Senior Manager, Client Services to join our team at TD. As a Senior Manager, Client Services, you will be responsible for leading a team of Client Service Associates and other support staff in a fast-paced Center, ensuring a positive working environment, effective change management, consistent process improvements, and adherence to ever-changing regulatory and control requirements.

Key Responsibilities:

  1. Lead and Develop a Team: Lead, coach, develop, and oversee a diverse team of Client Service Associates and other Centre support staff.
  2. Performance Management: Contribute to the process of setting performance objectives for the team; track, monitor, and effectively address and/or reward performance in a timely manner.
  3. Recruitment and Selection: Lead the recruitment and selection process for all support staff hires to ensure a highly diverse, qualified workforce to achieve business objectives.
  4. Operational Improvements: Lead operational improvements and coordinate the implementation of new policies & procedures intended to improve the quality of the client experience.
  5. Client Complaints: Provide guidance on addressing client complaints, and when needed, manage and escalate client concerns.
  6. Client Feedback: Remain abreast of client feedback on service quality and coach the team towards preventing issues and improving the client experience.
  7. Change Management: Lead change management initiatives to ensure implementation is smooth and adoption is early.
  8. Employee Engagement: Promote a fair and inclusive environment that supports a diverse workforce and encourage the team to achieve common goals and objectives.
  9. Regulatory Compliance: Ensure employees are knowledgeable, and assume responsibility to minimize operational and regulatory risk by complying with Bank and industry Code of Conduct.
  10. Industry Knowledge: Keep abreast of emerging issues, trends, and evolving regulatory requirements and assess potential impacts.

Requirements:

  1. Experience: 5+ years of related people manager experience.
  2. Knowledge: Deep knowledge of Wealth Management, industry, and markets.
  3. Skills: Requires strong knowledge of Retail Banking systems, applications, processes, and procedures.
  4. Leadership: Possess excellent people management, coaching, and stakeholder management experience.
  5. Process Management: Requires strong process management knowledge and understanding of the business and operational function areas supported.
  6. Decision-Making: Possess excellent decision-making skills.
  7. Critical Issues: Effectively able to handle critical and/or high-risk issues.

Education:

  1. Post-Secondary Degree: Post-secondary/university degree an asset.
  2. Canadian Securities Course: Canadian Securities Course (CSC).
  3. Professional Development: Willing to complete courses to become a RR under IIR.

About TD:

TD 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. More than 95,000 TD colleagues bring their skills, talent, and creativity to the Bank, those we serve, and the economies we support. We are guided by our vision to Be the Better Bank and our purpose to enrich the lives of our customers, communities, and colleagues.

Our 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. Total Rewards at TD includes a base salary, variable compensation, and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off, banking benefits and discounts, career development, and reward and recognition programs.