Dir., Expérience client

Location

Vancouver, British Columbia, Canada

Personal and Commercial Banking Services

$59,500 - $84,000 CAD per year

As a Manager of Customer Experience at TD Canada Trust, you will lead a front‑line team that delivers exceptional service to existing and prospective customers. You will guide employees to meet operational goals, adhere to compliance, and create a culture of continuous improvement and customer‑centricity.

• Mentor a team, showcasing exceptional experiences in each customer interaction and achieving operational excellence and personal development objectives.
• Maintain employee scheduling, ensure compliance with policies, procedures and conduct guidelines.
• Collaborate with One‑TD partners to help all customers in a way that suits their needs best.
• Support frontline staff in resolving complaints following customer problem‑resolution guidelines; identify escalation points and take ownership.
• Coach on advice‑giving and customer conversation strategies to improve and promote a legendary customer experience.
• Lead team in monitoring workflows, prioritizing tasks and assigning duties while resolving and improving operational issues.
• Administer complex daily branch administrative duties and maintain customer‑facing areas per premises, marketing, and regulatory guidelines.
• Provide ongoing performance feedback and ensure performance‑management activities are completed.
• Help build a fair, positive and equitable environment by promoting team effectiveness and staying current on industry trends.

• Undergraduate degree and/or more than 3 years of relevant experience.
• Sound knowledge of process management, business and operational functions including banking solutions concepts.
• Proficiency in software tools, including MS Office and internet applications.
• Tactful and diplomatic communicator able to exchange ideas and information with customers and partners in a concise and logical way.
• Strong organizational, planning and time‑management skills.
• Dynamic leader with strong influence skills in a fast‑paced environment.

Competitive base salary, variable pay, health and wellness benefits, retirement plans, paid leave, banking and retail benefits, and opportunities for career development.