Leadership Specialist: Customer Experience

6 days ago

Québec, Quebec, Canada The Toronto-Dominion Bank (Canada) Full time

About This Role

We are seeking a highly skilled and experienced leadership specialist to join our team as a Customer Experience Manager. This is an exciting opportunity to lead a high-performing team and contribute to the delivery of exceptional customer experiences.

Key Responsibilities

  • Mentor and coach a team to achieve operational excellence and personal development objectives.
  • Meet customer demands and compliance requirements by maintaining employee scheduling and ensuring all policies, procedures, and guidelines are followed.
  • Collaborate with One TD partners to help customers in a way that suits their needs best.
  • Support frontline staff in resolving complaints as per customer problem resolution guidelines.
  • Coach the team on advice-giving and customer conversation strategies and tactics to improve and promote a legendary customer experience.
  • Lead the team to monitor workflows, prioritize tasks, and assign duties while resolving and improving operational issues.
  • Administer complex daily branch administrative duties.
  • Maintain customer-facing areas of the branch as per premises, marketing, and regulatory guidelines.
  • Lead a high-performing team by providing ongoing performance feedback and ensuring their performance management activities are undertaken and completed.
  • Help build a fair, positive, and equitable environment by promoting team effectiveness, maintaining a positive attitude, and improving knowledge of emerging industry trends and programs.

Requirements

  • Undergraduate degree and/or over 3 years of relevant work experience.
  • Sound knowledge of process management, business, and operational functions, including banking solutions and concepts.
  • Proficiency in software tools, including MS Office, and internet applications.
  • Tactful and diplomatic communicator able to exchange ideas and information with customers, partners, and management in a concise and logical way.
  • A go-getter with strong organizational, planning, and time management skills.
  • A dynamic leader with strong influential skills to work expertly with customers and employees in a fast-paced work environment.

About TD

The Toronto-Dominion Bank (Canada) 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.

About This Opportunity

This role is an exciting opportunity to join a dynamic team and contribute to the delivery of exceptional customer experiences. If you are a motivated and experienced leadership specialist looking for a new challenge, we encourage you to apply.

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