Manager, Customer Experience Trainee - Montreal East

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

Job summary

A leading financial institution is looking for a Manager – Customer Experience in Montréal, Quebec. This role involves mentoring a team to achieve exceptional customer interactions and operational excellence. The ideal candidate should have an undergraduate degree or equivalent and over 3 years of relevant experience. Strong organizational, planning, and time management skills are essential. The position offers a competitive salary range between $59,500 and $84,000 CAD annually.

Qualifications

• Undergraduate degree and/or over 3 years of relevant work experience.
• Sound knowledge of banking solutions and concepts.
• Tactful and diplomatic communicator.

Responsibilities

• Mentor the team in achieving customer interaction excellence.
• Maintain employee scheduling according to policies.
• Support staff in resolving customer complaints.

Skills

Process management

Customer communication

Organizational skills

Leadership

Time management

Education

Undergraduate degree or equivalent experience

Tools

MS Office

Internet applications

Job description

Work Location

Montréal, Quebec, Canada

Hours

37.5 hours per week

Line of Business

Personal & Commercial Banking

Pay Details

Base salary range: $59,500 - $84,000 CAD

Job Description

We are seeking a Manager – Customer Experience for TD Canada Trust. The role is a training position; the candidate must be mobile to work in branches in the East Montreal area.

Overview

At TD Canada Trust, we are the frontline of TD Bank. We build deep relationships by providing customer service transactions, advice on services, and solutions to customers. The branch staff identify opportunities to promote products and refer customers to the appropriate team member or internal partner while ensuring a positive customer experience.

Responsibilities

• Mentor a team by showcasing exceptional experiences in every customer interaction and achieving operational excellence and personal development objectives.
• Maintain employee scheduling and ensure 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 frontline staff in resolving complaints as per customer problem resolution guidelines and encourage senior team members to act as a point of escalation.
• 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, assign duties, and resolve and improve operational issues.
• Administer complex daily branch administrative duties.
• Maintain customer facing areas of the branch as per premises, marketing, and regulatory guidelines.
• Provide ongoing performance feedback and ensure performance management activities are undertaken and completed.
• Promote a fair, positive, and equitable environment by maintaining a positive attitude and improving knowledge of emerging industry trends and programs constantly.

Qualifications

• 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.

EEO Statement

TD Canada Trust is an Equal Opportunity Employer. We celebrate a culture of inclusion and diversity. All qualified applicants and employees are considered regardless of race, color, religion, creed, gender, gender identity, gender expression, sexual orientation, disability, age, veteran status, protected class, or any other characteristic protected by law.