Branch Customer Experience Manager

TD; Northwestern Ontario; On-site; CAD 60,000 - 84,000; Full time

Job summary

TD Canada Trust in Kenora, Ontario is seeking a Manager of Customer Experience to lead a high-performing team and deliver memorable service. You will mentor staff, ensure compliance, and collaborate with TD partners to tailor solutions for customers.

Responsibilities include scheduling, coaching, handling escalations, improving operations, and maintaining branch premises in line with guidelines. A leadership mindset and strong communication are essential for success in this role.

Qualifications

• Undergraduate degree and/or over 3 years of relevant work experience.
• Knowledge of processes management, business and operational functions including banking solutions.
• Proficiency in MS Office, and internet applications.
• Tactful and diplomatic communicator able to exchange ideas with customers, partners and management.
• A go-getter with strong organizational, planning and time management skills.
• A dynamic leader with strong influential skills in a fast-paced environment.

Responsibilities

• Mentor a team by showcasing exceptional experiences in every customer interaction and achieving operational excellence.
• Meet customer demands and compliance requirements by maintaining scheduling and following policies.
• Collaborate with One TD partners to help customers in ways that suit their needs.
• Support frontline staff in resolving complaints and escalate as needed.
• Coach the team on advice-giving and customer conversation strategies.
• Lead the team to monitor workflows, prioritize tasks and resolve issues.
• Administer daily branch administrative duties.
• Maintain customer facing areas per guidelines.
• Lead a high performing team with ongoing performance feedback.
• Promote a fair, positive environment and knowledge of industry trends.

Skills

Customer experience leadership

Team mentoring

Schedule management

Education

Undergraduate degree

Tools

MS Office

Internet applications

Job description

TD Canada Trust in Kenora, Ontario is seeking a Manager of Customer Experience to lead a high-performing team and deliver memorable service. You will mentor staff, ensure compliance, and collaborate with TD partners to tailor solutions for customers.

Responsibilities include scheduling, coaching, handling escalations, improving operations, and maintaining branch premises in line with guidelines. A leadership mindset and strong communication are essential for success in this role.