Manager, Customer Experience

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

Job summary

TD Canada Trust in Sudbury, Ontario, is seeking a Manager Customer Experience to lead a frontline team and deliver exceptional service. You will mentor staff, manage scheduling, and ensure policy compliance while collaborating with One TD partners to meet customer needs.

You will coach conversations, monitor workloads, and maintain branch areas to a high standard, driving a positive and equitable work culture at the branch.

Qualifications

• Undergraduate degree and/or 3+ years of relevant work experience.
• Strong knowledge of processes management and banking concepts.
• Proficient in MS Office and internet applications.

Responsibilities

• Mentor a team by delivering exceptional customer experiences and achieving operational excellence.
• Meet customer demands and compliance by scheduling and ensuring policy adherence.
• Collaborate with One TD partners to serve customers effectively.
• Coach staff on advice-giving and customer conversation strategies.
• Lead workflows, prioritize tasks, and resolve operational issues.
• Maintain branch administrative duties and customer areas per guidelines.
• Provide ongoing performance feedback and foster a positive, equitable environment.
• Stay updated on industry trends and programs to improve knowledge.

Skills

Team leadership

Customer service

Scheduling

Policy adherence

Communication

Time management

Coaching

Education

Bachelor's degree or equivalent

Tools

MS Office

Internet applications

Job description

Work Location:Sudbury, Ontario, CanadaHours:18.75Line of Business:Personal & Commercial BankingPay Details:$57,100 - $80,600 CADTD 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 apply with us today for the position of Manager Customer Experience and offer your expertise in creating meaningful and memorable customer experiences.In this role, you would:· 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 constantlyJob 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 environmentWho 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 PackageOur 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 moreAdditional 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 DevelopmentIf 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 & OnboardingWe will provide training and onboarding sessions to ensure that you’ve got everything you need to succeed in your new role.Interview ProcessWe’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.AccommodationYour 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