Customer Experience Leader Trainee — Banking

TD; Dollard-des-Ormeaux; On-site; CAD 60,000 - 84,000; Full time

Job summary

TD Canada Trust is seeking a Manager Customer Experience Trainee in Dollard-des-Ormeaux, QC to lead a high-performing frontline team and ensure an outstanding customer experience. You will mentor staff, manage scheduling, and collaborate with One TD partners to meet customer needs while upholding policies.

The role emphasizes coaching, problem resolution, and driving operational excellence within a dynamic banking environment and requires mobility within the TD district during training.

Qualifications

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

Responsibilities

• Mentor a team by showcasing exceptional experiences in every customer interaction and achieving operational excellence.
• 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

Leadership

Communication

Time management

Process management

MS Office

Education

Undergraduate degree

Tools

MS Office

Job description

TD Canada Trust is seeking a Manager Customer Experience Trainee in Dollard-des-Ormeaux, QC to lead a high-performing frontline team and ensure an outstanding customer experience. You will mentor staff, manage scheduling, and collaborate with One TD partners to meet customer needs while upholding policies.

The role emphasizes coaching, problem resolution, and driving operational excellence within a dynamic banking environment and requires mobility within the TD district during training.