Manager, Customer Experience

TD; Canada; On-site; CAD 57,000 - 81,000; Full time

Job summary

A major Canadian bank in Manitoba seeks a Manager Customer Experience to lead a team in delivering exceptional customer service. Responsibilities include mentoring staff, resolving complaints, and ensuring operational excellence. The ideal candidate has an undergraduate degree and 3+ years of experience, with strong leadership and communication skills. Join us in creating meaningful customer experiences.

Qualifications

• Sound knowledge of processes management, business, and operational functions including banking solutions.
• Dynamic leader with strong influential skills.
• Ability to communicate ideas concisely and logically.

Responsibilities

• Mentor a team by showcasing exceptional experiences in every customer interaction.
• Meet customer demands by maintaining employee scheduling.
• Lead the team to monitor workflows and prioritize tasks.
• Coach the team on advice-giving and customer conversation strategies.
• Administer complex daily branch administrative duties.

Skills

Customer service excellence

Operational excellence

Team leadership

Communication skills

Problem resolution

Education

Undergraduate degree

3+ years of relevant work experience

Tools

MS Office

Internet applications

Job description

Work Location: Dauphin, Manitoba, Canada

Hours: 37.5

Line of Business: Personal & Commercial Banking

Pay Details: $57,100 - $80,600 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 Requirements:

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 apply with us today for the position of Manager Customer Experience and offer your expertise in creating meaningful and memorable customer experiences.

• 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

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

We are an equal opportunities employer and welcome applications from diverse candidates.