Client Services Manager II

1 week ago

Calgary, Alberta, Canada The Toronto-Dominion Bank (Canada) Full time
Job Summary

This role 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.

Key Responsibilities
  • Contribute to operational improvements and coordinate the implementation of new policies & procedures intended to improve the quality of the client experience
  • Remain abreast of client feedback on service quality and coach the team towards preventing issues and improving the client experience
  • Provide leadership for all national and branch projects and initiatives;
  • Lead change management initiatives, together with Branch Management, to ensure implementation is smooth and adoption is early
  • Actively participate and contribute in national MCS Conference Calls, National and Regional Calls, providing input and feedback as required
  • Assist CSA team with day to day problem resolution and escalation requests
  • Remain abreast of client feedback on service quality and coach the team towards preventing issues and improving the client experience
  • Provide leadership for all national and branch projects and initiatives;
  • Lead change management initiatives, together with Branch Management, to ensure implementation is smooth and adoption is early
  • Supervise day-to-day operations / activities, balance workloads, ensure compliance to internal / external requirements and the achievement of service level standards
  • Coach and develop employees to proactively identify client product and services needs and deliver on the business sales, advice strategies and individual goals
  • Resolve escalated matters and refer complex issues / situations beyond own level of expertise
  • Ensure adherence to operating standards and processes– perform quality checks and validation of work
  • Review and/or update procedures ensuring all functions and systems are well documented
  • Ensure necessary due diligence to support the accuracy of all client transactions / activities
  • Follow and ensure employees understand and apply bank operating policies and procedures
  • Protect the interests of the organization – identify and manage risks, and escalate non-standard, high risk transactions / activities as necessary
  • Keep abreast of emerging issues, trends, and evolving regulatory requirements and assess potential impacts
  • Maintain a culture of risk management and control, supported by effective processes in alignment with risk appetite
  • Ensure employees are knowledgeable; and assume responsibility to minimize operational and regulatory risk by complying with Bank and industry Code of Conduct
  • Lead, coach, develop and oversee a diverse team of Client Service Associates and other branch support staff
  • Contribute to the process of setting performance objectives for the team; track, monitor and effectively address and/or reward performance in a timely manner
  • Manage employees in compliance with all human resources policies, procedures and guidelines of conduct
  • Share knowledge, information, skills, and subject matter expertise among the team and ensure the timely communication of issues and encourage good working relationships with other functions and teams
  • Support an environment where team freely escalates business challenges; facilitate change through positive reinforcement of milestones and successes
  • Lead the recruitment and selection process for all support staff hires to ensure a highly diverse, qualified workforce to achieve business objectives
  • Promote a fair and inclusive environment that supports a diverse workforce and encourage the team to achieve common goals and objectives
  • Act as a brand champion for the business area/function and the bank, both internally and/or externally
Requirements
  • Post-secondary/University degree preferred
  • 7+ years of related people manager experience
  • 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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