manager, banking operations

TD Bank; Peterborough; On-site; GBP 30,000 - 44,000; Full time

Job summary

A financial institution in Peterborough seeks a Manager for Customer Experience to lead a high-performing team, ensuring exceptional service delivery and operational excellence. The role requires mentoring staff, managing workflows, and resolving customer complaints. An undergraduate degree and over 3 years of relevant experience are essential. Ideal candidates will possess strong organizational and communication skills and be adept in banking solutions. This opportunity offers a collaborative environment aimed at fostering professional growth.

Qualifications

• Undergraduate degree and/or over 3 years of relevant work experience.
• Sound knowledge of process management and banking solutions.
• Proficiency in software tools including MS Office.

Responsibilities

• Mentor a team by showcasing exceptional customer experiences.
• Meet customer demands and ensure compliance with policies.
• Support frontline staff in resolving complaints.

Skills

Customer service

Team leadership

Communication

Organizational skills

Problem solving

Education

Undergraduate degree

Tools

MS Office

Job description

Manager, Customer Experience

Employer details TD Bank

Work Location: Peterborough, Ontario, Canada

Hours: 37.5

Line of Business: Personal & Commercial Banking

Pay Details: 57,100 - 80,600 CAD

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 suits 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.