Senior Customer Experience Manager (Branch)

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

Benefits offered by this job

Total Rewards Package

Career development

Health and wellness benefits

Job summary

TD Canada Trust is seeking a Manager Customer Experience to lead a frontline team and ensure a memorable customer journey. You will mentor staff, manage scheduling, and ensure policy adherence while collaborating with One TD partners to tailor solutions for customers.

You will coach employees on customer conversations, monitor workflows, and resolve operational issues, while maintaining branch spaces per regulatory guidelines and TD standards.

Qualifications

• Undergraduate degree and/or over 3 years of relevant work experience.
• Sound knowledge of processes management, business and operational functions including banking solutions.
• Proficiency in MS Office and internet applications.
• Tactful and diplomatic communicator able to exchange ideas with customers, partners and management.

Responsibilities

• Mentor a team by delivering exceptional customer experiences and achieving operational excellence.
• Maintain employee scheduling and ensure policies and guidelines are followed.
• Collaborate with One TD partners to assist customers in the best way.
• Support frontline staff in resolving complaints and coach on conversation strategies.
• Lead workflows, prioritize tasks, and address operational issues.
• Administer daily branch administrative duties and maintain customer-facing areas.

Skills

Team leadership

Customer service

Communication

Scheduling

Problem resolution

Education

Undergraduate degree

Tools

MS Office

Internet applications

Job description

TD Canada Trust is seeking a Manager Customer Experience to lead a frontline team and ensure a memorable customer journey. You will mentor staff, manage scheduling, and ensure policy adherence while collaborating with One TD partners to tailor solutions for customers.

You will coach employees on customer conversations, monitor workflows, and resolve operational issues, while maintaining branch spaces per regulatory guidelines and TD standards.