Manager, Customer Experience Trainee - Chatham-Kent, Canada - TD Bank

TD Bank

Verified Company

Chatham-Kent, Canada

3 weeks ago

Posted by:

Sophia Lee

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TD Description
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Leads a team of service colleagues promoting a positive customer and colleague experience and provides daytoday team leadership, work direction to ensure effective and efficient delivery of service / advice activities and/or solutions while maintaining compliance and regulatory guidelines.
The role will lead, coach and develop colleagues toward achieving operational excellence, branch advice and referral goals, overall branch results and personal development objectives.

Job Requirements

KEY ACCOUNTABILITIES

BREADTH & DEPTH

Manage a small team of service colleagues in Tier 4 branches only.
Leads team in completing daytoday processes / transactions /service and advice activities, involving multiple steps, systems, and jurisdictions
Requires advanced skills and expertise in a range of products and services, processes, procedures and systems, where transactions could be characterized by moderate risk
Requires intermediate level of process management knowledge and a solid understanding of the business and operational function areas supported
Closely monitors workflows, prioritizing tasks and delegating duties and responsibilities; work focus time horizon is generally short to medium term
Plans, organizes and coordinates the activities for own area and resolves operational issues
Manages team requiring workforce to decision on acceptable level of risk specifically low to moderate risk potential (loss/reputational) transactions and/or requests
Decision making authority and ambiguity of issues managed generally limited to moderately complex, nonstandard issues or exceptions
Effectively handles daytoday issues, determining the most appropriate course of action for resolution
Generally reports to a Branch Manager

EXPERIENCE & EDUCATION

Additional Information

CUSTOMER

Lead, coach, and proactively model exceptional service at every customer interaction in the lobby and on the frontline
Responsible for maintaining optimal colleague scheduling to ensure customer demands and compliance requirements are met
Support and coach frontline colleagues on effective customer complaint resolution
Assist with maintaining a professional and inviting space in all common areas of the branch, adhering to premises, marketing, and/or regulatory guidelines; particularly, this role helps ensure that the lobby and frontline meet internal/external policies and/or regulatory requirements
Leads the execution of the branch LEI plan/objectives; supports the execution of the branch advice plan/objectives
Lead and coach frontline team on advice giving strategies and overall product and services acumen
Lead and coach on advice delivery to improve the customer experience and overall profitability of the Bank
Ensure a coordinated and consistent banking presence in the market approach across One TD partners
Work collaboratively with TD Partners to ensure all Branch Banking customers are serviced in the channel best suited to their needs
Ownership/oversight of simple to complex daily branch administrative duties

SHAREHOLDER

Manage the service team promoting a positive customer and colleague experience
Lead and develop a team of service colleagues, provide coaching on delivering effective customer service, product, advice conversations and/or advicegiving service; support service and advice strategies and tactics to improve the overall customer experience
Coach to ensure customer issues are handled appropriately through customer problem resolution guidelines and personally participate in the negotiation and resolution where necessary; empower senior service team to act as a point of escalation for customer concerns, and take personal ownership when concerns cannot be managed at junior levels
Contribute to the execution and achievement of the team and the branch's customer experience targets by coaching / modeling appropriate attributes and behaviors
Ensure the customer area is professional and inviting in appearance

EMPLOYEE / TEAM

Lead and support a high performing team; provide ongoing feedback and performance reviews, coach and develop colleagues and ensure performance management activities are undertaken and completed for all colleagues
Contribute to the process of setting performance objectives for the team; track, monitor and effectively address and/or reward performance in a timely manner
Ensure colleagues are in compliance with all TDBFG policies, procedures and guidelines of conduct (regarding customer interactions, products and services, etc.)
Manage colleagues in compliance of all policies, procedures and guidelines
Support an environment where team freely escalates business challenges; facilitate change through positive reinforcement of milestones and successes
Particip