Customer Experience Leader

TD; Montreal (administrative region); On-site; CAD 60,000 - 84,000; Full time

Job summary

TD Canada Trust in Montréal, QC is seeking a Manager Customer Experience to lead a high-performing team and deliver outstanding client experiences at the branch. You will mentor staff, align processes with regulatory requirements, and collaborate with One TD partners to meet customer needs.

Qualifications include an undergraduate degree or 3+ years of relevant experience, strong MS Office skills, excellent communication, and proven leadership in a fast-paced banking environment.

Qualifications

• Undergraduate degree or 3+ years of relevant work experience.
• Strong knowledge of processes management, business and operational functions including banking solutions and concepts.
• Proficiency in MS Office and internet applications.

Responsibilities

• Mentor a team by delivering exceptional customer experiences and achieving operational excellence.
• Maintain scheduling and ensure compliance with policies and procedures.
• Collaborate with One TD partners to assist customers according to needs.
• Support frontline staff in resolving complaints per guidelines and act as escalation when needed.
• Coach on advice-giving and customer conversation strategies to improve experiences.
• Lead monitoring of workflows, prioritization of tasks and assignment of duties.
• Perform complex daily branch administrative duties.
• Maintain customer-facing areas per guidelines.
• Provide ongoing performance feedback and manage performance activities.
• Promote a fair, positive environment and knowledge of industry trends.

Skills

Leadership

Communication

MS Office

Banking knowledge

Planning & organizing

Education

Undergraduate degree

Tools

MS Office

Job description

TD Canada Trust in Montréal, QC is seeking a Manager Customer Experience to lead a high-performing team and deliver outstanding client experiences at the branch. You will mentor staff, align processes with regulatory requirements, and collaborate with One TD partners to meet customer needs.

Qualifications include an undergraduate degree or 3+ years of relevant experience, strong MS Office skills, excellent communication, and proven leadership in a fast-paced banking environment.