Manager Client Services Ii - Kingston, Canada - TD Bank

TD Bank

Verified Company

Kingston, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Work Location:

Kingston, Ontario, Canada

Hours:

37.5

Line of Business:

TD Wealth

Pay Details:

CUSTOMER:

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Contribute to operational improvements and coordinate the implementation of new policies & procedures intended to improve the quality of the client experience:

Remain abreast of client feedback on service quality and coach the team towards preventing issues and improving the client experience:
Provide leadership for all national and branch projects and initiatives;:
Lead change management initiatives, together with Branch Management, to ensure implementation is smooth and adoption is early:

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Actively participate and contribute in national MCS Conference Calls, National and Regional Calls, providing input and feedback as required:

Assist CSA team with day to day problem resolution and escalation requests:
Remain abreast of client feedback on service quality and coach the team towards preventing issues and improving the client experience:
Provide leadership for all national and branch projects and initiatives;:

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Lead change management initiatives, together with Branch Management, to ensure implementation is smooth and adoption is early

SHAREHOLDER:

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Supervise day-to-day operations / activities, balance workloads, ensure compliance to internal / external requirements and the achievement of service level standards:

Coach and develop employees to proactively identify client product and services needs and deliver on the business sales, advice strategies and individual goals:

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Resolve escalated matters and refer complex issues / situations beyond own level of expertise:

**Ensure adherence to operating standards and processes

- perform quality checks and validation of work**:

Review and/or update procedures ensuring all functions and systems are well documented:

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Ensure necessary due diligence to support the accuracy of all client transactions / activities:

Protect the interests of the organization
identify and manage risks, and escalate non-standard, high risk transactions / activities as necessary:

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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:

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Ensure employees are knowledgeable; and assume responsibility to minimize operational and regulatory risk by complying with Bank and industry Code of Conduct

EMPLOYEE TEAM:

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Lead, coach, develop and oversee a diverse team of Client Service Associates and other branch support staff:

Contribute to the process of setting performance objectives for the team; track, monitor and effectively address and/or reward performance in a timely manner:

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Manage employees in compliance with all human resources policies, procedures and guidelines of conduct:

Support an environment where team freely escalates business challenges; facilitate change through positive reinforcement of milestones and successes:

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Lead the recruitment and selection process for all support staff hires to ensure a highly diverse, qualified workforce to achieve business objectives:

Promote a fair and inclusive environment that supports a diverse workforce and encourage the team to achieve common goals and objectives:

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Act as a brand champion for the business area/function and the bank, both internally and/or externally

BREADTH & DEPTH
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Lead a team and oversees the most complex or diverse operations or functional area (for PIC and PIA as well as Largest revenue generating NIAT Branches) - impact a significant part of the organization and entail leading teams in completing multiple step transactions / processes / activities that may involve numerous systems and/or jurisdictions, and range in complexity from medium to high:

Requires strong process management knowledge and understanding of the business and operational function areas supported:

- **Manages team requiring workforce to decision on acceptable level of risk

Moderate to High risk potential (loss/reputational) for functional area**:
Plans, organizes and coordinates the activities for own area and resolves operational issues and work focus time horizon is generally medium term:

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Decision making authority and ambiguity and nature of issues managed are generally more complex, risk oriented, time sensitive and/or impacts a significant part of the organization:

Effectively handles critical and/or high risk issues, determining the most appropriate course of action for resolution:

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Generally reports to the Branch Manager

EXPERIENCE & EDUCATION:

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Post-secondary/university degree:

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7+ years of related people manager experience':

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Canadian Securities Course (CSC):

- **Registered with IIROC as an Investment Representative or Re