Manager, Customer Experience

TD; Peterborough; On-site; CAD 70,000 - 90,000; Full time

Job summary

A leading financial institution in Peterborough is seeking a Manager Customer Experience to enhance customer interactions and lead a high-performing team. This role involves mentoring staff, addressing customer needs, and ensuring compliance with operational guidelines. Candidates should possess an undergraduate degree, relevant experience in customer service, and proficiency in MS Office. Join to make a difference in customer satisfaction and team effectiveness.

Qualifications

• Undergraduate degree and/or over 3 years of relevant work experience.
• Sound knowledge of processes management, business and operational functions.
• Proficiency in software tools including MS Office and internet applications.

Responsibilities

• Mentor a team by showcasing exceptional experiences in customer interactions.
• Collaborate with One TD partners to address customer needs.
• Lead the team to monitor workflows and improve operational issues.

Skills

Customer relationship management

Team leadership

Operational excellence

Effective communication

Time management

Education

Undergraduate degree

Tools

MS Office

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 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