Manager Client Services Ii - Ottawa, Canada - TD Bank

TD Bank

Verified Company

Ottawa, Canada

2 weeks ago

Posted by:

Sophia Lee

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TD Description
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Department Overview

This role is responsible for leading a team of highly skilled support staff with diverse capabilities conducting daytoday operations of a fastpaced branch ensuring a positive working environment, change management, consistent process improvements, and adherence to everchanging regulatory and control requirements

Primary Businesses:
Private Investment Advice, Private Investment Counsel

CUSTOMER:

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

SHAREHOLDER:

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

EMPLOYEE TEAM:

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

BREADTH & DEPTH

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
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
Generally reports to the Branch Manager

**Job Requirem