Manager, Customer Experience - Toronto, Canada - TD Bank

TD Bank

Verified Company

Toronto, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

417517BR

Retail Banking - Management

Toronto, ON

August 28, 2023

Hours

37.5

Workplace Model

Onsite

Pay Details

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 understanding their needs and providing personalized financial solutions, our purpose is to help our customers and small businesses achieve their financial goals.

We are looking for brand champions, relationship builders, and leading professionals with an understanding of market and economic trends that can build legendary customer experiences.

Join TD Canada Trust and think like a customer, act like an owner, innovate with purpose and execute with an impact.

Job Details

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 suit 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 advicegiving 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 with over 3 years of relevant work experience
Sound knowledge of processes management, business and operational functions including banking solutions and concepts
Tactful and diplomatic communicator able to exchange ideas and information with customers, partners and management in a concise and logical way
A gogetter with strong organizational, planning and time management skills
A dynamic leader with strong influential skills to work expertly with customers and employees in a fastpaced work environment

Additional Information

Please note, Mandarin or Cantonese language skills are required for this position.

Company Overview

Our Values

At TD we're guided by our purpose is to enrich the lives of our customers, communities and colleagues, and share a set of values that shape our culture and guide our behavior.

In exchange for how our colleagues show up to help TD succeed, we are committed to delivering a colleague experience grounded in Impact, Growth and a Culture of Care.

No matter where you work across TD, we empower you to make an impact at work and in your community, explore and grow your career and be part of our caring and inclusive culture.

Making Your Well-being a Priority
A caring and supportive culture that promotes colleague well-being is core to who we are.

At TD, we focus on total well-being with extensive programs to help colleagues assess, manage, and improve their well-being across four core pillars — physical, financial, social and mental/emotional.

In addition, we champion a safe, inclusive and supportive work environment to help colleagues feel a sense of belonging, and supported in their personal and professional growth.

Through our focus on total well-being, we know that we can help our colleagues thrive, contribute to our culture of care, and support better business outcomesbecause when colleagues feel their best, they're more likely to do their best.

Our Total Rewards Package

Our Total Rewards package reflects the investment we make in our colleagues to help them, and their families achieve their well-being goals.

Total Rewards at TD includes a base salary, variable compensation, and several other key plans such as health and well-being benefits including medical, dental, vision & mental health coverage, savings and retirement programs, paid time off, banking benefits and discounts, career development, and reward and recognition programs.

How We Work
At TD, we believe in-person connections fuel collaboration and collective creativity.

Our workplace experience empowers colleagues to do great work side-by-side at TD locations, while offering flexibility to work remotely where it makes sense for the work and team.

Our teams work in one of three workplace models:
hybrid, onsite and primari