Manager, personal financial services

Description

CUSTOMER:

• Act as a subject matter expert in the branch for both customers and colleagues regarding all products, services, policies, and procedures of TD, especially regarding both personal banking and business banking products/services or policies/procedures

• Provide sound advice with every customer interaction, contributing to an exceptional customer experience

• Use ability to discover and advise on meeting/exceeding customer needs by asking deeply curious and thoughtful questions

• Improve customer financial confidence through ongoing dialogue and by answering questions

• Engage in customer outreach (via phone, email, and other means) to discuss portfolio updates and/or additional opportunities which best service the customer's needs

• Provide total financial reviews and provide appropriate recommendations based on the customer's personal circumstances

• Ensure customer issues are resolved in an accurate and efficient manner, escalating issues where necessary

• Possess comprehensive knowledge of the local market, competitive offers, and economic trends to support advice recommendations

• Assist with maintaining a professional and inviting space in all common areas of the branch, adhering to premises, marketing, and/or regulatory guidelines, paying attention to the office space in which the advisor occupies

• Support the frontline with transactions, as necessary

• May act as a point of escalation and support for the frontline and advice staff, ensuring customer problems are handled appropriately, when required

SHAREHOLDER:

• Contribute to the achievement of business objectives by proactively attracting, acquiring and retaining customers / sales opportunities and referrals, to increase profitability and enable business growth

• Promote and offer full suite of products, sales, services and banking capabilities

• Contribute to business objectives for Operational Excellence

• Support the timely and accurate completion of business processes and procedures

• Protect the interests of the organization – identify and manage risks, and escalate non-standard, high risk transactions / activities as necessary

• Ensure documentation that is prepared / completed is accurate and properly reflects client / business intentions and is consistent with relevant rules / regulations

• Identify, suggest and actively participate in process improvement opportunities

• Ensure necessary due diligence to support the accuracy of all transactions / activities

• 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

• Assume responsibility to minimize operational and regulatory risk by complying with Bank and industry Code of Conduct

EMPLOYEE TEAM:

• Participate fully as a member of the team, promote team effectiveness and contribute to a positive work environment

• Support the team by continuously developing knowledge in own area

• Participate in personal performance management and development activities, including cross training within own team

• Keep others informed and up-to-date about all relevant or useful information related to day-to-day activities

• Contribute to a fair, positive and equitable environment that supports a diverse workforce

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

BREADTH & DEPTH

• Requires specialized expertise to provide complex transaction/ product feature advice and guidance to customers

• Requires specialized skills and expertise in a range of products, services, concepts and processes and could be characterized by moderate - high complexity / risk

• Acts as a sales process/product expert to customers and/or internal partners

• Identifies complex problems and formulates the most appropriate solution

• Acts as a team lead and/or escalation point for complex issues, coordinating the work of others and providing coaching to maintain service, process and product standards

• Uses insights into how the customer or sales team integrates with other teams to coordinate efforts and…