Manager Client Services II - Calgary, Canada - The Toronto-Dominion Bank (Canada)

Description

Description

This position involves leading a team of well-equipped support personnel with diverse skills handling day-to-day operations of a busy branch, ensuring a positive work environment, implementing constant process enhancements, and complying with ever-evolving regulatory and control standards. Primary Business Areas: Private Investment Advice, Private Investment Counsel

CUSTOMER:

- Support operational enhancements and oversee the rollout of new policies & procedures aimed at enhancing the client experience quality
- Stay updated on client feedback regarding service quality and guide the team in addressing issues and enhancing the overall client experience
- Provide direction for all national and branch projects and initiatives
- Lead change management projects in collaboration with Branch Management to guarantee smooth implementation and early adoption
- Actively participate in national MCS Conference Calls, National and Regional Calls, providing input and feedback as needed
- Support the CSA team with daily issue resolution and escalation requests

SHAREHOLDER:

- Supervise day-to-day operations/activities, manage workloads, ensure compliance with internal/external requirements and meet service level standards
- Coach and develop employees to proactively identify client needs and deliver on business sales, advice strategies, and individual goals
- Resolve escalated matters and refer complex issues/situations beyond personal expertise
- Ensure adherence to operating standards and processes, perform quality checks, and validate work
- Review and/or update procedures ensuring comprehensive documentation of all functions and systems
- Conduct necessary due diligence to validate the accuracy of all client transactions/activities
- Ensure employees understand and apply bank operating policies and procedures
- Identify and manage risks to protect the organization's interests, escalating non-standard, high-risk transactions/activities as necessary
- Keep informed about emerging issues, trends, and evolving regulatory requirements, assessing potential impacts
- Maintain a risk management culture supported by effective processes aligned with risk appetite
- Ensure employees are well-informed and assume responsibility to minimize operational and regulatory risk by adhering to Bank and industry Code of Conduct

EMPLOYEE TEAM:

- Lead, coach, develop, and supervise a diverse team of Client Service Associates and other branch support staff
- Contribute to setting performance objectives for the team, track, monitor, and address/reward performance effectively and promptly
- Manage employees in compliance with all human resources policies, procedures, and conduct guidelines
- Share knowledge, information, skills, and subject matter expertise within the team, ensure timely communication of issues, and foster good relationships with other functions and teams
- Create an environment where the team can openly address business challenges, facilitate change by positively reinforcing milestones and successes
- Lead the recruitment and selection process for all support staff hires to ensure a highly diverse, qualified workforce to achieve business goals
- Foster an inclusive environment that supports a diverse workforce and motivates the team to reach common goals
- Act as a brand advocate for the business area/function and the bank, internally and/or externally

BREADTH & DEPTH

- Lead a team and oversee the most complex or diverse operations or functional area impacting a significant part of the organization involving multiple-step transactions/processes/activities across various systems and jurisdictions, ranging from medium to high complexity
- Requires strong process management knowledge and understanding of the business and operational function areas supported
- Manage a team making decisions on an acceptable level of risk, with moderate to high risk potential (loss/reputational) for the functional area
- Plan, organize, and coordinate activities for the own area, resolve operational issues, and focus on a medium-term time horizon
- Make decisions on more complex, risk-oriented, time-sensitive, and organization-impacting issues with authority and ambiguity
- Effectively handle critical and/or high-risk issues, determining the most appropriate course of action for resolution
- Generally report to the Branch Manager

EXPERIENCE & EDUCATION:

- Post-secondary/University degree preferred
- 7+ years of related people manager experience
- Willingness to complete the Canadian Securities Course (CSC) and Conduct and Practices Handbook (CPH) to become licensed with the Canadian Investment Regulatory Organization (CIRO) within 6 months.

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Who We Are:

TD is a global financial institution and ranks as the fifth largest bank in North America based on branches. Each day, we provide legendary customer experiences to over 27 million households and businesses in Canada, the United States, and worldwide. With more than 95,000 TD colleagues contributing their skills, talent, and creativity, we are guided by our vision to Be the Better Bank and our purpose to enrich the lives of our customers, communities, and colleagues. TD is deeply committed to leading in customer experience, believing that all colleagues, regardless of their location, play a role in customer service. As we expand our business and execute our strategy, we innovate to enhance the customer experience and develop capabilities to shape the future of banking. Whether you're a seasoned banking professional or just starting your career in financial services, we can help you unleash your potential. Through ongoing leadership and development dialogues, mentorship, and training programs, we are here to assist you in achieving your goals. Like our organization, you will continue to grow.

Our Total Rewards Package
Our Total Rewards package showcases our investments in our colleagues to help them and their families achieve financial, physical, and mental well-being objectives. Total Rewards at TD encompass a base salary, variable compensation, and various essential plans such as health and well-being benefits, savings and retirement programs, paid time off, banking benefits and discounts, career development, and reward and recognition programs.

Additional Information:
We are excited that you are considering a career at TD. Through regular development dialogues, training programs, and a competitive benefits package, we are dedicated to providing the necessary support for our colleagues to excel at work and in their personal lives.

Colleague Development
If you have a specific career path in mind or wish to enhance certain skills, we want to help you succeed. You will engage in regular career, development, and performance discussions with your manager, access an online learning platform, and participate in various mentoring programs to unlock future opportunities. Whether you are passionate about assisting customers and wish to broaden your experience or aspire to coach and inspire your colleagues, there are numerous career paths within TD, and we are committed to helping you identify opportunities that align with your goals.

Training & Onboarding
We offer comprehensive training and onboarding sessions to ensure that you are fully equipped to thrive in your new role.

Interview Process
We will contact candidates of interest to schedule interviews. We strive to communicate outcomes to all applicants via email or phone call.

Accommodation
Your accessibility is of utmost importance to us. Please inform us if you require accommodations (including accessible meeting rooms, captioning for virtual interviews, etc.) to help eliminate barriers and enable your participation throughout the interview process. We look forward to hearing from you.

Language Requirement:
N/A.