Customer Experience Manager - Branch Leadership

Socket.dev; Northwestern Ontario; On-site; CAD 60,000 - 84,000; Full time

Job summary

TD Canada Trust is seeking a Manager Customer Experience to lead a high-performing team in delivering outstanding customer service at the Kenora branch. The role emphasizes coaching, scheduling, and collaboration with cross-bank partners to optimize the customer journey.

Ideal candidates bring an undergraduate degree or substantial relevant experience, strong MS Office skills, and a proven ability to drive process improvements in a fast-paced banking environment.

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.
• Diplomatic communicator able to exchange ideas and information with customers, partners and management.
• Strong organizational, planning and time management skills.
• Dynamic leader with influential skills to work with customers and employees in a fast-paced environment.

Responsibilities

• Mentor a team by showcasing exceptional customer interactions and achieving operational excellence and personal development objectives.
• Meet customer demands and compliance requirements by maintaining employee scheduling and ensuring all policies are followed.
• Collaborate with One TD partners to help all customers in a way that suits their needs.
• Support frontline staff in resolving complaints and escalate as required to senior team members.
• Coach the team on advice-giving and customer conversation strategies to improve the customer experience.
• Lead the team to monitor workflows, prioritize tasks and assign duties while resolving operational issues.
• Administer complex daily branch administrative duties.
• Maintain customer facing areas of the branch per guidelines.
• Provide ongoing performance feedback and manage performance development activities.
• Foster a fair, positive and equitable environment by promoting team effectiveness and staying current with industry trends.

Skills

Leadership

Communication

Organizational skills

Time management

Education

Undergraduate degree or equivalent experience

Tools

MS Office

Job description

TD Canada Trust is seeking a Manager Customer Experience to lead a high-performing team in delivering outstanding customer service at the Kenora branch. The role emphasizes coaching, scheduling, and collaboration with cross-bank partners to optimize the customer journey.

Ideal candidates bring an undergraduate degree or substantial relevant experience, strong MS Office skills, and a proven ability to drive process improvements in a fast-paced banking environment.