Banking Customer Experience Manager Trainee

TD Bank Group; Calgary; On-site; CAD 60,000 - 84,000; Full time

Job summary

TD Bank Group in Calgary, Alberta is seeking a Manager Customer Experience to lead a dynamic branch team and deliver outstanding customer interactions. You will mentor staff, manage scheduling and ensure policy compliance while collaborating with One TD partners to best serve customers.

The role requires an undergraduate degree or 3+ years of relevant experience, strong knowledge of banking processes, and proficiency with MS Office.

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.

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

Customer experience

Team leadership

Operations management

Communication

Problem solving

Education

Undergraduate degree

Tools

MS Office

Job description

TD Bank Group in Calgary, Alberta is seeking a Manager Customer Experience to lead a dynamic branch team and deliver outstanding customer interactions. You will mentor staff, manage scheduling and ensure policy compliance while collaborating with One TD partners to best serve customers.

The role requires an undergraduate degree or 3+ years of relevant experience, strong knowledge of banking processes, and proficiency with MS Office.