Manager, Customer Experience

The Toronto-Dominion Bank (Canada); Brampton; On-site; CAD 60,000 - 84,000; Full time

Job summary

The Toronto-Dominion Bank (Canada) is seeking a Branch Leader in Brampton to mentor a high-performing team, ensure excellent customer service, and manage scheduling and compliance. You will collaborate with One TD partners to deliver a superior customer experience and guide staff to handle complex issues with professionalism.

Ideal candidates hold an undergraduate degree and have 3+ years of relevant experience in banking, with strong organizational and communication skills.

Qualifications

• Undergraduate degree and/or over 3 years of relevant work experience.
• Sound knowledge of banking processes and operations.
• Proficiency in MS Office and internet applications.
• Tactful and diplomatic communicator with customers, partners and management.
• Strong organizational, planning and time management skills.

Responsibilities

• Mentor a team by delivering excellent customer interactions and driving operational excellence.
• Maintain scheduling to meet customer demands and comply with policies.
• Collaborate with One TD partners to meet customers' needs effectively.
• Support frontline staff in resolving complaints per resolution guidelines.
• Coach the team on communication strategies to improve customer experiences.
• Lead workflows, prioritize tasks and assign duties while solving operational issues.
• Perform complex daily branch administrative duties.
• Keep customer-facing areas compliant with premises, marketing and regulatory standards.
• Provide ongoing performance feedback and support high-performing team development.
• Foster a fair, positive, and equitable work environment with a focus on industry trends.

Skills

Team mentorship

Customer service

Staff scheduling

Policy compliance

Cross-functional collaboration

Operational leadership

Education

Undergraduate degree

Job description

Location, Hours and Line of Business

Work Location: Brampton, Ontario, Canada Hours: 18.75 Line of Business: Personal & Commercial Banking Pay Details: $59,500 - $84,000 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 candidate's 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

Department Overview: At TD Canada Trust, we are the frontline of TD Bank. We strive to build deep and long-lasting relationships with our customers by performing a broad range of customer service transactions and providing information and advice on services, products, and solutions to existing or prospective TD customers. At the branch, we understand customer needs and identify opportunities to promote products and services to refer customers to the appropriate team member or internal Bank partner, while ensuring a positive customer experience. Join TD Canada Trust and Think like a customer, Act like an Owner, Innovate with purpose and Execute with Speed and Impact.

Job Description: Is it fun for you to connect with people from different walks of life and make lasting connections? Do you thrive in providing dynamic leadership to ensure seamless and impactful customer experience? If so, then

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


• 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.

Job Requirements

• Undergraduate degree and/or over 3 years of relevant work experience.


• Sound knowledge of processes management, business and operational functions including banking solutions and concepts.


• Proficiency in software tools including MS Office, and internet application.


• 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.

Who We Are

TD is one of the world's leading global financial institutions and is the fifth largest bank in North America by branches/stores. Every day, we strive to make every interaction, product, and experience remarkably human and refreshingly simple for over 27 million households and businesses in Canada, the United States and around the world. More than 95,000 TD colleagues bring their skills, talent, and creativity to foster deeper relationships, ensure disciplined execution, and build a simpler, faster banking experience. TD is deeply committed to being a leader in client experience, that is why we believe that all colleagues, no matter where they work, are client facing. Together, we are reimagining what banking can be for our clients, colleagues and communities.

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.

• health and well-being benefits


• savings and retirement programs


• paid time off


• banking benefits and discounts


• career development


• reward and recognition programs

Additional Information

We’re delighted that you’re considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we’re 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 you’re interested in a specific career path or are looking to build certain skills, we want to help you succeed. You’ll 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. If you’re passionate about helping clients and building deep, lasting relationships, TD offers diverse career paths where you can grow your expertise and make a meaningful impact. We're committed to your success and foster a respectful workplace where diverse perspectives are valued, everyone has fair opportunities to grow, and you can unlock your full potential to achieve your career goals. Here at TD, we hire and develop the best.

Training & Onboarding

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

Interview Process

We’ll 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 you’d 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

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Our Values

At TD we’re guided by our purpose to enrich the lives of our customers, communities and colleagues, and share a set of values that shape our culture and guide our behavior. In exchange for how our colleagues show up to help TD succeed, we are committed to delivering a colleague experience grounded in Impact, Growth and a Culture of Care. No matter where you work across TD, we empower you to make an impact at work and in your community, explore and grow your career and be part of our caring and inclusive culture.

Our Commitment to Diversity, Equity, and Inclusion

At TD, we’re committed to fostering an environment where all colleagues are encouraged to bring their authentic selves to work, experience equitable opportunities, and feel respected and supported. We’re dedicated to building an inclusive workforce that reflects the diversity of the customers and the communities in which we live and serve.

Helping to Make an Impact in Communities – TD Ready Commitment

TD has a long-standing commitment to help drive progress towards a more inclusive and sustainable future. That’s why we launched the TD Ready Commitment in 2018, now a multi-year North American initiative. Under the TD Ready Commitment, we are targeting a total of C$1 billion by 2030 in community giving across four key, interconnected drivers of change: Financial Security, Vibrant Planet, Connected Communities, and Better Health. It’s our goal to help support change, nurture progress, and contribute to making the world a better, more inclusive place for our customers, colleagues, and communities.

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