Senior Manager Canadian Commercial Banking

TD Bank; Toronto; On-site; CAD 83,000 - 96,000; Full time

Job summary

TD Bank in Toronto is seeking a senior leader to provide direction through group managers and team managers, overseeing key relationships and driving business performance across TD's service and advice activities.

You will coach and develop a large team of service and advice colleagues, set service standards aligned to business goals, manage budget and risk, and collaborate with internal and external partners to deliver exceptional customer experiences in the Personal & Commercial Banking line

Responsibilities

• Lead, coach and develop a team of service and advice Colleagues on services, product and advice informational conversations and/or advice-giving strategies and tactics to improve the overall customer experience which includes improving overall financial confidence in both colleagues and customers
• Oversees the development of service and advice Colleagues within the center on advice / guidance/ solution giving strategies and tactics to improve overall customer / partner experience
• Leads the execution and achievement of the team's customer / partner experience targets by coaching and modelling appropriate behaviours
• Set service and control standards aligned to overall business objectives and oversee / monitor deliverables and results
• Develop and maintain relationships with internal and external partners for the purpose of delivering optimal customer service
• Primary escalations point for significant risk matters / exceptions
• Work closely with key business leaders to develop business plan, ensuring the optimal use of resources and leverage TD's operating model to maximize efficiency, effectiveness and scale
• Plan and execute business development activities, review and communicate results, and adjust tactics accordingly results, and adjust tactics accordingly
• Execute on the annual business plan to deliver results aligned with business strategies
• Manage overall budget, revenue and expenditures, meet business objectives while increasing efficiency and effectiveness
• Proactively identify key business opportunities, research and recommend enhancements / modifications, develop strategies to achieve recommendations and work closely with team to execute and implement
• Monitor and communicate the effectiveness of strategies, programs, and practices related to own area of expertise
• Protect the interests of the organization - identify and manage risks, and elevate non-standard, high risk transactions / activities as necessary
• Keep abreast of emerging issues, trends, and evolving regulatory requirements and assess potential impacts
• Maintain a culture of risk management and control, supported by effective processes in alignment with risk appetite
• Ensure Colleagues are knowledgeable; and assume responsibility to minimize operational and regulatory risk by complying with Bank and industry Code of Conduct and Ethics
• Cultivate and model the Colleague Promise to support colleague growth, and a culture of care; make an impact at work and in our communities by leading with authenticity and supporting well being to creativity and curiosity; where every colleague and customer are valued, respected, and listened to; committed to a common goal and collaborate to move with speed and get things done
• Demonstrate inclusive leadership by taking meaningful action with intention to support colleagues and customers across all dimensions of diversity, including those from underrepresented communities, being actively anti-racist, attracting and retaining diverse slate of candidates, nurturing mutual respect, inclusivity of thought and collaboration to drive successful results
• Sustain, identify strong talent, recruit and develop a diverse talent pipeline of qualified workforce to innovate and maximize individual strengths to lead to a better business outcome
• Enable colleague growth by encouraging colleague development to achieve career and business objectives; ensuring timely feedback, motivating appreciation and recognition to all colleagues
• Enable a continuous learning culture by proactively seeking, listening to and actioning feedback from peers and from colleague

Job description

Work Location

Toronto, Ontario, Canada

Hours

37.5

Line of Business

Personal & Commercial Banking

Pay Details

$59.12 - $69.55 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

This role provides leadership and direction through group managers and team managers and is responsible for managing key relationships and achieving business performance and results. Leads and manages a large and significant multifaceted business function with overall accountability for providing strategic direction, guidance on a broad and diverse range of complex service and advice activities and/or specialized support on all SBB products and services.

Custome r

• Lead, coach and develop a team of service and advice Colleagues on services, product and advice informational conversations and/or advice-giving strategies and tactics to improve the overall customer experience which includes improving overall financial confidence in both colleagues and customers
• Oversees the development of service and advice Colleagues within the center on advice / guidance/ solution giving strategies and tactics to improve overall customer / partner experience
• Leads the execution and achievement of the team's customer / partner experience targets by coaching and modelling appropriate behaviours
• Set service and control standards aligned to overall business objectives and oversee / monitor deliverables and results
• Develop and maintain relationships with internal and external partners for the purpose of delivering optimal customer service
• Primary escalations point for significant risk matters / exceptions

Shareholder

• Work closely with key business leaders to develop business plan, ensuring the optimal use of resources and leverage TD's operating model to maximize efficiency, effectiveness and scale
• Plan and execute business development activities, review and communicate results, and adjust tactics accordingly results, and adjust tactics accordingly
• Execute on the annual business plan to deliver results aligned with business strategies
• Manage overall budget, revenue and expenditures, meet business objectives while increasing efficiency and effectiveness
• Proactively identify key business opportunities, research and recommend enhancements / modifications, develop strategies to achieve recommendations and work closely with team to execute and implement
• Monitor and communicate the effectiveness of strategies, programs, and practices related to own area of expertise
• Protect the interests of the organization - identify and manage risks, and elevate non-standard, high risk transactions / activities as necessary
• Keep abreast of emerging issues, trends, and evolving regulatory requirements and assess potential impacts
• Maintain a culture of risk management and control, supported by effective processes in alignment with risk appetite
• Ensure Colleagues are knowledgeable; and assume responsibility to minimize operational and regulatory risk by complying with Bank and industry Code of Conduct and Ethics

Employee / Team

• Cultivate and model the Colleague Promise to support colleague growth, and a culture of care; make an impact at work and in our communities by leading with authenticity and supporting well being to creativity and curiosity; where every colleague and customer are valued, respected, and listened to; committed to a common goal and collaborate to move with speed and get things done
• Demonstrate inclusive leadership by taking meaningful action with intention to support colleagues and customers across all dimensions of diversity, including those from underrepresented communities, being actively anti-racist, attracting and retaining diverse slate of candidates, nurturing mutual respect, inclusivity of thought and collaboration to drive successful results
• Sustain, identify strong talent, recruit and develop a diverse talent pipeline of qualified workforce to innovate and maximize individual strengths to lead to a better business outcome
• Enable colleague growth by encouraging colleague development to achieve career and business objectives; ensuring timely feedback, motivating appreciation and recognition to all colleagues
• Enable a continuous learning culture by proactively seeking, listening to and actioning feedback from peers and from colleague