Strategic Client Service Manager

2 weeks ago


Halifax, Nova Scotia, Canada TD Bank Full time
About TD Bank

TD Securities offers a wide range of capital markets products and services to corporate, government, and institutional clients who choose us for our innovation, execution, and experience. With more than 6,500 professionals operating out of 40 cities across the globe, we help clients meet their needs today and prepare for tomorrow.

Job Description: Manager Client Service - Investment Management

The Manager Client Service – Investment Management (MCS) is responsible for leading a team of highly skilled support staff with diverse capabilities conducting day-to-day operations of a fast-paced branch ensuring a positive working environment, change management, consistent process improvements, and adherence to ever-changing regulatory and control requirements.

This role involves supervising and managing day-to-day operations of the Branch, coaching and developing employees to proactively identify client product and services needs and deliver on the business sales, advice strategies, and individual goals. The MCS will lead the recruitment and selection process for all support staff hires to ensure a highly diverse, qualified workforce to achieve business objectives.

Salary Information

The estimated annual salary for this position is between $62,300 and $93,500 CAD, plus potential discretionary variable compensation award that considers business and individual performance.

Key Responsibilities
  1. Supervise and manage day-to-day operations of the Branch
  2. Coach and develop employees to proactively identify client product and services needs and deliver on the business sales, advice strategies, and individual goals
  3. Lead the recruitment and selection process for all support staff hires
  4. Assist with training new branch support staff and coordinate ongoing training initiatives for existing branch staff
  5. Promote a fair and inclusive environment that supports a diverse workforce and encourages the team to achieve common goals and objectives
  6. Contribute to the process of setting performance objectives for the team; track, monitor and effectively address and/or reward performance in a timely manner
  7. Contribute to operational improvements and coordinate the implementation of new policies & procedures intended to improve the quality of the client experience
  8. Remain abreast of client feedback on service quality and coach the team towards preventing issues and improving the client experience
  9. Provide leadership for all national and branch projects and initiatives
  10. Lead change management initiatives, together with Branch Management, to ensure implementation is smooth and adoption is early
  11. Assist the support team with day-to-day problem resolution and escalation requests
  12. Ensure employees are knowledgeable and assume responsibility to minimize operational and regulatory risk by complying with Bank and industry Code of Conduct
Requirements
  • Deep knowledge of Wealth Management, industry, and markets
  • Excellent people management, coaching, and stakeholder management experience
  • Strong process management knowledge and understanding of the business and operational function areas supported
  • Ability to effectively handle critical and/or high-risk issues
  • Willingness to complete the Canadian Securities Course (CSC) and Conduct and Practices Handbook (CPH) to become licensed with the Canadian Investment Regulatory Organization (CIRO) within 6 months


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