Manager, Customer Experience Trainee - Montreal-Ouest

TD Bank; Dollard-des-Ormeaux; On-site; CAD 60,000 - 84,000; Full time

Benefits offered by this job

Mobility within district

Job summary

TD Bank in Dollard-des-Ormeaux is seeking a branch leadership professional to mentor a high‑performing team and ensure superior customer interactions. You’ll manage scheduling, cover compliance, and support frontline staff to resolve issues while promoting a positive customer experience.

The role emphasizes coaching, workflow optimization, and hands-on branch administration to maintain service excellence in a dynamic environment.

Qualifications

• Undergraduate degree and/or over 3 years of relevant work experience.
• Proficiency with processes management, business and operational functions including banking solutions.
• Strong communication and organizational skills.

Responsibilities

• Mentor a team by delivering exceptional customer interactions and achieving operational excellence.
• Meet customer demands by managing scheduling and adhering to policies and guidelines.
• Collaborate with One TD partners to serve customers effectively.
• Support frontline staff in resolving complaints per guidelines and escalate when needed.
• Coach the team on communication strategies to improve customer experience.
• Lead the team to monitor workflows, prioritize tasks and assign duties.
• Manage daily branch administrative duties and keep customer areas compliant.

Skills

Team leadership

Mentoring

Customer service

Operational excellence

Scheduling

Communication

Problem solving

Education

Undergraduate degree or 3+ years experience

Tools

MS Office

Job description

Work Location: Dollard-des-Ormeaux, Quebec, Canada

Hours: 37.5

Line of Business: Personal & Commercial Banking

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

TD 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.

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

Trainee Mobility

This opportunity includes a mobility clause that requires a candidate to be mobile within the Assigned District. Upon completion of the training program, we intend to assign you to a position which will be compatible with your training. The timing of this posting will be determined by your progress in the training program and our ability to avail an appropriate opportunity. This may involve a transfer and geographic relocation to another TD location within your assigned region. It is our understanding that you are mobile to any location in this region. You are also aware that your geographic mobility is a condition of this employment.

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 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 worl