Senior Manager, Internal Sales & Service Support

Work Location:

New York, New York, United States of America

Hours:

40 Pay Details: $115,440 - $186,160 USD 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.

Line of Business: TD Wealth

Job Description:

This role is responsible for leading the firm's advisor support organizations across either high net worth, institutional, or mass affluent distribution channels. Oversees the internal sales and operational support functions that enable advisors to deliver a high-quality client experience while ensuring operational excellence, risk management, regulatory adherence, and scalable service delivery. Responsible for all people management accountabilities and works in partnership with the Wealth Market Presidents (WMPs), other sales leadership, operations, compliance, product, and data/analytics.

The role leads teams supporting advisor and client needs including new account onboarding, money movement, wires, account maintenance, transactional processing, client communications, cash management, call center operations, and frontline service escalation management. This role serves as a strategic and operational leader with direct accountability for service quality, advisor satisfaction, employee development, operational controls, and execution of enterprise service initiatives. This role will establish consistent practices across the footprint, ensuring best practices and policies are created and followed.

Collaborates with Products & Services, Operations and Compliance colleagues to help train service and sales employees on new operational processes, platforms, and standard operational procedures.

Provides people management leadership by hiring the best talent, setting goals, developing staff, managing employee performance and compensation decisions, promoting teamwork and handling any/all disciplinary actions, as required. Coordinates and/or develops training/education workshops with emphasis on client service. Promotes a consistent legendary Customer Experience with a focus on growth, productivity, sales effectiveness, and compliance and risk management across the footprint. Works to develop a formal Associate On-Boarding process, Client On-Boarding/The Entire Client Experience, and Service model delivery standard.

Analyzes team performance, provides feedback, guidance, training and encouragement to impact efficiency & revenue opportunities. Leads the associate off-boarding process to ensure timely closure of access and monitoring of e/voice mails. Leverages Client Service Supervisors to provide product review feedback as well as product/process improvement discussions. Ensures Client Service Supervisors utilize capacity planning software. Maintains communication with all on a regular basis through regular meetings, visits, webinars, and conference calls.

Communicates processes, updates, and policies to employees for proper utilization of bank systems and applications. Guides team on process changes and communication of implementation of new processes. Reviews and develops processes to prevent losses and executes cost saving measures. Develops, administers, and updates procedures and policies to support business growth. Drives sales and revenue growth by partnering with centralized registered sales representatives to drive client experience and support model.

Partners with Wealth Market Presidents to ensure consistent client experience and advisor support delivery across the footprint. For centralized sales team, coordinates with all interested parties (marketing, field, operations, etc.) to create client action plan that can be managed and checked in Salesforce. Leads internal sales, service, and advisor support teams across centralized and field-aligned functions. Oversees support activities across client servicing, account opening, money movement, managed accounts,…