Manager, Customer Experience Trainee Ville

Pay Details

Base salary range: $59,000 - $84,000 CAD per year. Additional variable compensation may be offered based on performance.

Laval, Quebec, Canada

37.5 hours per week

Personal & Commercial Banking

At TD Canada Trust, we are the frontline of TD Bank. We strive to build deep and long‑lasting relationships with customers by performing a broad range of customer service transactions and providing information and advice on services, products, and solutions to existing or prospective TD customers. The branch team identifies opportunities to promote products and services and ensures a positive customer experience.

Manager Customer Experience Trainee – a leadership role focused on creating memorable customer experiences, guiding a team in operational excellence, and collaborating across the bank.

• Mentor a team by showcasing exceptional customer interactions and achieving operational excellence.
• Meet customer demands and compliance requirements by maintaining employee scheduling and ensuring adherence to policies and procedures.
• Collaborate with One TD partners to deliver solutions tailored to customer needs.
• Support frontline staff in resolving complaints following the customer problem‑resolution guidelines.
• Coach the team on advice‑giving and customer conversation strategies to improve the customer experience.
• Lead the team to monitor workflows, prioritize tasks, assign duties, and resolve operational issues.
• Administer complex daily branch administrative duties.
• Maintain customer‑facing areas of the branch in accordance with premises, marketing, and regulatory guidelines.
• Provide ongoing performance feedback and support performance‑management activities.
• Help foster a fair, positive, and equitable environment by promoting team effectiveness and staying informed on emerging industry trends.

• Undergraduate degree and/or over 3 years of relevant work experience.
• Sound knowledge of processes, operations, and banking solutions and concepts.
• Proficiency in MS Office and internet applications.
• Diplomatic communication skills with customers, partners, and management.
• Strong organizational, planning, and time‑management skills.
• Dynamic leadership skills with the ability to influence in a fast‑paced environment.

Opportunity includes a mobility clause requiring assignment within the Assigned District. After training, potential relocation within the region may be required.

Maîtrise d’une langue autre que le français pour offrir du soutien ou traiter avec des employés ou des collègues qui ont besoin de services et de soutien dans une langue autre que le français.