Manager, Customer Experience II

TD; Terrace; On-site; CAD 60,000 - 84,000; Full time

Job summary

TD Canada Trust is seeking a Manager Customer Experience to lead a frontline team, ensuring a memorable customer journey and strong adherence to banking policies. You will mentor staff, manage schedules, and collaborate with One TD partners to tailor solutions for customers.

The role emphasizes coaching on conversation strategies, resolving escalations, and maintaining a positive, equitable branch environment while driving performance and compliance.

Qualifications

• Undergraduate degree and/or over 3 years of relevant work experience.
• Knowledge of banking processes and operating functions.
• Proficiency with MS Office and business software.

Responsibilities

• Mentor a team and ensure exceptional customer experiences.
• Maintain scheduling and ensure policy compliance across the branch.
• Coach staff on advice-giving and customer conversation strategies.
• Lead workflow monitoring, task prioritization and issue resolution.
• Manage daily branch administration and customer facing areas.

Skills

Process management

Banking knowledge

MS Office

Leadership

Communication

Education

Undergraduate degree or 3+ years relevant experience

Tools

MS Office

Job description

Work Location:Terrace, British Columbia, CanadaHours:37.5Line of Business:Personal & Commercial BankingPay Details:$59,500 - $84,000 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 followedCollaborate with One TD partners to help all customers in a way that suit their needs bestSupport 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 requiredCoach the team on advice-giving and customer conversation strategies and tactics to improve and promote a legendary customer experienceLead the team to monitor workflows, prioritize tasks and assign duties while resolving and improving operational issuesAdminister complex daily branch administrative dutiesMaintain customer facing areas of the branch as per premises, marketing, and regulatory guidelinesLead a high performing team by providing ongoing performance feedback and ensuring their performance management activities are undertaken and completedHelp 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 experienceSound knowledge of processes management, business and operational functions including banking solutions and conceptsProficiency in software tools including MS Office, and internet applicationTactful and diplomatic communicator able to exchange ideas and information with customers, partners and management in a concise and logical wayA go-getter with strong organizational, planning and time management skillsA 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