Manager Customer Experience (future opportunities)- Quebec City

TD; Canada; On-site; CAD 59,000 - 84,000; Full time

Job summary

An established industry player is seeking a dynamic leader to enhance customer experiences in a fast-paced banking environment. This role involves mentoring a team, ensuring operational excellence, and providing exceptional service to customers. As part of a leading global financial institution, you will have the opportunity to impact the lives of millions while benefiting from a comprehensive rewards package that supports your financial, physical, and mental well-being. Join a forward-thinking organization that values development and offers training programs to help you thrive in your career.

Benefits

Health and Well-being Benefits

Savings and Retirement Programs

Paid Time Off

Banking Benefits and Discounts

Career Development Programs

Training and Onboarding Sessions

Mentoring Programs

Qualifications

• Strong knowledge of banking solutions and operational functions.
• Dynamic leader with influential skills in a fast-paced environment.

Responsibilities

• Mentor a team to achieve operational excellence and enhance customer experiences.
• Collaborate with partners to meet customer needs effectively.

Skills

Customer Service

Team Leadership

Operational Excellence

Communication Skills

Organizational Skills

Problem Resolution

Education

Undergraduate Degree

3+ years of relevant work experience

Tools

MS Office

Internet Applications

Job description

Work Location:
Sainte-Foy, Quebec, Canada

Hours:
37.5

Line of Business:
Personal & Commercial Banking

Pay Details:
59 500$/$59,500 - 84 000$/$84,000 CAD

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.

Job Responsibilities:

• 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 suits 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 applications.
• 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 deliver legendary customer experiences to 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 the Bank, those we serve, and the economies we support. We are guided by our vision to Be the Better Bank and our purpose to enrich the lives of our customers, communities and colleagues.

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.

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.

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.

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):
*Remarque: Étant donné que cet affichage concerne de futurs postes vacants et qu'il servira a pourvoir de nombreux postes aux exigences comparables a l'avenir, nous invitons les candidats bilingues et francophones a poser leur candidature.