Manager, Customer Experience II

Work Location

Revelstoke, British Columbia, Canada

37.5

Personal & Commercial Banking

$57,100 - $80,600 CAD

TD is committed to providing fair and equitable compensation opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience  compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role. The base pay actually offered may vary based upon the candidate's skills and experience, job-related knowledge, geographic location, and other specific business and organizational needs.

As a candidate, you are encouraged to ask compensation related questions and have an open dialogue with your recruiter who can provide you more specific details for this role.

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.

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 advice-giving 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.

Lead and support a high performing team; provide on-going 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 Share knowledge, information, skills, and subject matter expertise among the team and ensure the timely communication of issues and encourage good working relationships with other functions and teams Support an environment where team freely escalates business challenges; facilitate change through positive reinforcement of milestones and successes Participate in the recruitment and selection process for all hires to ensure a highly diverse, qualified workforce to achieve business objectives Promote a…