Customer Experience Manager II – Banking Leader

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

Job summary

TD Canada Trust is seeking a Manager Customer Experience to lead a frontline team, ensuring a memorable customer journey and strong adherence to banking policies. You will mentor staff, manage schedules, and collaborate with One TD partners to tailor solutions for customers.

The role emphasizes coaching on conversation strategies, resolving escalations, and maintaining a positive, equitable branch environment while driving performance and compliance.

Qualifications

• Undergraduate degree and/or over 3 years of relevant work experience.
• Knowledge of banking processes and operating functions.
• Proficiency with MS Office and business software.

Responsibilities

• Mentor a team and ensure exceptional customer experiences.
• Maintain scheduling and ensure policy compliance across the branch.
• Coach staff on advice-giving and customer conversation strategies.
• Lead workflow monitoring, task prioritization and issue resolution.
• Manage daily branch administration and customer facing areas.

Skills

Process management

Banking knowledge

MS Office

Leadership

Communication

Education

Undergraduate degree or 3+ years relevant experience

Tools

MS Office

Job description

TD Canada Trust is seeking a Manager Customer Experience to lead a frontline team, ensuring a memorable customer journey and strong adherence to banking policies. You will mentor staff, manage schedules, and collaborate with One TD partners to tailor solutions for customers.

The role emphasizes coaching on conversation strategies, resolving escalations, and maintaining a positive, equitable branch environment while driving performance and compliance.