Banking Customer Experience Leader

The Toronto-Dominion Bank (Canada); Montreal; On-site; CAD 60,000 - 84,000; Full time

Job summary

TD Canada Trust is seeking a Manager, Customer Experience in Saint-Léonard, Quebec to lead a front-line team and deliver outstanding service. You will mentor staff, ensure compliance, and collaborate with One TD partners to tailor solutions for customers.

The role emphasizes coaching on customer conversations, resolving issues, and driving a positive, equitable branch culture while maintaining regulatory guidelines and a focus on execution with speed and impact.

Qualifications

• Undergraduate degree and/or over 3 years of relevant work experience.
• Sound knowledge of processes management, business and operational functions including banking solutions and concepts.
• Proficiency in software tools including MS Office, and internet application.
• 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.
• Good communicator with go-getter attitude.

Responsibilities

• Mentor a team by showcasing exceptional experiences in every customer interaction and achieving operational excellence, and personal development objectives.
• Meet customer demands and compliance requirements by maintaining employee scheduling and ensuring all policies, procedures and guidelines of conduct are followed.
• Collaborate with One TD partners to help all customers in a way that suit their needs best.
• Support the frontline staff in resolving complaints as per customer problem resolution guidelines; encourage senior team members to act as a point of escalation and take personal ownership as required.
• 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 constantly.

Skills

People leadership

Customer service

MS Office

Communication

Organizational skills

Education

Undergraduate degree

Tools

MS Office

Job description

TD Canada Trust is seeking a Manager, Customer Experience in Saint-Léonard, Quebec to lead a front-line team and deliver outstanding service. You will mentor staff, ensure compliance, and collaborate with One TD partners to tailor solutions for customers.

The role emphasizes coaching on customer conversations, resolving issues, and driving a positive, equitable branch culture while maintaining regulatory guidelines and a focus on execution with speed and impact.