Manager Client Services - Specialized Services

The Toronto-Dominion Bank; Halifax; On-site; CAD 62,000 - 94,000; Full time

Job summary

A leading financial institution in Halifax is seeking a team leader to manage a diverse group of support staff. Responsibilities include overseeing day-to-day operations, enhancing client experiences, and implementing policy changes. The ideal candidate has a degree, five years of management experience, and a commitment to risk management. This full-time role offers competitive compensation and growth opportunities.

Benefits

Health and well-being benefits

Savings and retirement programs

Career development programs

Qualifications

• 5 years of related people manager experience.
• Experience in leading teams in banking or financial services would be beneficial.

Responsibilities

• Lead and coach a diverse team of Client Service Associates.
• Oversee the implementation of new policies and procedures.
• Manage escalated client issues and ensure compliance.

Skills

Electro Mechanical

Instrument Maintenance

Adobe Dreamweaver

Document Control Management

E-Commerce

Education

Post-secondary / university degree

Canadian Securities Course (CSC)

Job description

Work Location :

Halifax Nova Scotia Canada

Hours : 37.5

Line of Business : TD Wealth

Pay Details : 62300 - $93500 CAD

TD is committed to providing fair and equitable compensation opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role. The base pay actually offered may vary based upon the candidates skills and experience job-related knowledge geographic location and other specific business and organizational needs.

As a candidate you are encouraged to ask compensation related questions and have an open dialogue with your recruiter who can provide you more specific details for this role.

Job Description :

• P referred candidate identified

PRIMARY PURPOSE OF THE ROLE : This role is responsible for leading a team of highly skilled support staff with diverse capabilities conducting day-to-day operations of a fast-paced Center ensuring a positive working environment effective change management consistent process improvements and adherence to ever-changing regulatory and control requirements.

CUSTOMER :

Lead coach develop and oversee a diverse team of Private Client Service Associates (PCSA) and other Centre support staff

Lead operational improvements and coordinate the implementation of new policies & procedures intended to improve the quality of the client experience

Provide guidance on addressing client complaints and when needed manage and escalate client concerns to Market Manager and / or National Office as appropriate

Remain abreast of client feedback on service quality and coach the team towards preventing issues and improving the client experience

Lead change management initiatives together with Center Management to ensure implementation is smooth and adoption is early

Facilitate and lead training / education workshops on Branch Controls Compliance and Fraud Prevention

SHAREHOLDER :

Supervise day-to-day operations / activities balance workloads ensure compliance to internal / external requirements and the achievement of service level standards

Coach and develop employees to proactively identify client product and services needs and deliver on the business sales advice strategies and individual goals

Resolve escalated matters and refer complex issues / situations beyond own level of expertise

Ensure adherence to operating standards and processes perform quality checks and validation of work

Review and / or update procedures ensuring all functions and systems are well documented

Ensure necessary due diligence to support the accuracy of all client transactions / activities

Follow and ensure employees understand and apply bank operating policies and procedures

Protect the interests of the organization identify and manage risks and escalate non-standard high risk transactions / activities as necessary

Keep abreast of emerging issues trends and evolving regulatory requirements and assess potential impacts.

Maintain a culture of risk management and control supported by effective processes in alignment with risk appetite

Ensure employees are knowledgeable; and assume responsibility to minimize operational and regulatory risk by complying with Bank and industry Code of Conduct

EMPLOYEE TEAM :

Lead coach develop and oversee a diverse team of Client Service Associates and other branch support staff

Contribute to the process of setting performance objectives for the team; track monitor and effectively address and / or reward performance in a timely manner

Act as primary delegate when Market Manager is offsite. Perform required oversight on projects and programs

Manage employees in compliance with all human resources policies procedures and guidelines of conduct

Share knowledge information skills and subject matter expertise on day-to-day transactional policies and procedures among the team and ensure the timely communication of issues and encourage good working relationships with other functions and teams

Support an environment where team freely escalates business challenges; facilitate change through positive reinforcement of milestones and successes

Lead the recruitment and selection process for all support staff hires to ensure a highly diverse qualified workforce to achieve business objectives

Promote a fair and inclusive environment that supports a diverse workforce and encourage the team to achieve common goals and objectives

Act as a brand champion for the business area / function and the bank both internally and / or externally

BREADTH & DEPTH

Lead a team responsible for a wide range of processes and in completing day-to-day processes / transactions / activities involving multiple steps systems and jurisdictions

Requires advanced skills and expertise in a range of products and services processes procedures and systems in a set of focus areas where transactions could be characterized by moderate risk

Requires intermediate level of knowledge of Retail Banking systems applications processes and procedures

Closely monitor workflows prioritizing tasks and delegating duties and responsibilities and work focus time horizon is generally short to medium term

Plan organize and coordinate the activities for own area and resolves operational issues

Manage team requiring workforce to decision on acceptable level of risk- Low to Moderate risk potential (loss / reputational) for functional area

Decision making authority and ambiguity of issues managed generally limited to less complex non-standard issues or exceptions

Effectively handle day-to-day issues determining the most appropriate course of action for resolution

Knowledge of Bank regulatory risk and compliance policies processes and requirements

Generally reports to Market Manager

EXPERIENCE & EDUCATION :

Post-secondary / university degree

5 years of related people manager experience

Canadian Securities Course (CSC)

Who We Are :

TD is one of the worlds leading global financial institutions and is the fifth largest bank in North America by branches / stores. Every day we deliver legendary customer experiences to over 27 million households and businesses in Canada the United States and around the world. More than 95000 TD colleagues bring their skills talent and creativity to the Bank those we serve and the economies we support. We are guided by our vision to Be the Better Bank and our purpose to enrich the lives of our customers communities and colleagues.

TD is deeply committed to being a leader in customer experience that is why we believe that all colleagues no matter where they work are customer facing. As we build our business and deliver on our strategy we are innovating to enhance the customer experience and build capabilities to shape the future of banking. Whether youve got years of banking experience or are just starting your career in financial services we can help you realize your potential. Through regular leadership and development conversations to mentorship and training programs were here to support you towards your goals. As an organization we keep growing and so will you.

Our Total Rewards Package

Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial physical and mental well-being goals. Total Rewards at TD includes a base salary variable compensation and several other key plans such as health and well-being benefits savings and retirement programs paid time off banking benefits and discounts career development and reward and recognition programs. Learn more

Additional Information :

Were delighted that youre considering building a career with TD. Through regular development conversations training programs and a competitive benefits plan were committed to providing the support our colleagues need to thrive both at work and at home.

Please be advised that this job opportunity is subject to provincial regulation for employment purposes. It is imperative to acknowledge that each province or territory within the jurisdiction of Canada may have its own set of regulations requirements.

Colleague Development

If youre interested in a specific career path or are looking to build certain skills we want to help you succeed. Youll have regular career development and performance conversations with your manager as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities. Whether you have a passion for helping customers and want to expand your experience or you want to coach and inspire your colleagues there are many different career paths within our organization at TD and were committed to helping you identify opportunities that support your goals.

Training & Onboarding

We will provide training and onboarding sessions to ensure that youve got everything you need to succeed in your new role.

Interview Process

Well reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.

Accommodation

Your accessibility is important to us. Please let us know if youd like accommodations (including accessible meeting rooms captioning for virtual interviews etc.) to help us remove barriers so that you can participate throughout the interview process.

We look forward to hearing from you!

Language Requirement (Quebec only) :

Sans Objet

Required Experience :

Manager

Key Skills

Electro Mechanical,Instrument Maintenance,Adobe Dreamweaver,Document Control Management,E-Commerce

Employment Type : Full-Time

Experience : years

Vacancy : 1

Monthly Salary Salary : 62300 - 93500