Manager, Customer Experience

The Toronto-Dominion Bank (Canada); Greater Sudbury; On-site; CAD 57,000 - 81,000; Full time

Job summary

The Toronto‑Dominion Bank is seeking a leader in Sudbury, Ontario to mentor a frontline team, manage scheduling, ensure policy compliance, and collaborate across TD partners to meet customer needs. The role emphasizes coaching, high performance, and delivering a legendary customer experience.

Strong communication and organizational skills are essential. The position supports a dynamic, fast-paced banking environment with a focus on operational excellence and fair, equitable service delivery.

Qualifications

• Undergraduate degree and/or over 3 years of relevant work experience.
• Familiarity with banking processes and operations.
• Proficiency in MS Office and internet applications.

Responsibilities

• Mentor a team by delivering exceptional customer experiences and achieving operational excellence.
• Maintain scheduling and ensure compliance with policies and guidelines.
• Collaborate with One TD partners to meet customer needs.
• Support frontline staff in resolving complaints and provide escalation where needed.
• Coach team on customer conversations to improve the customer experience.
• Lead workflow monitoring, prioritizing tasks and assigning duties.

Skills

Team leadership

Customer service

Time management

Communication

Planning

Problem solving

Education

Undergraduate degree

Tools

MS Office

Internet applications

Job description

Work Location: Sudbury, Ontario, CanadaHours: 18.75Line of Business: Personal & Commercial BankingPay 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

• 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

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.

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, and you have access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities.

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.

Language Requirement (Quebec only)

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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.

Learn more: Canada | US | Europe & Asia Pacific

Learn more: Canada | US | Europe & Asia Pacific