Assistant Store Manager - Chicopee

TD Bank • Agawam, MA

2d • Onsite

About The Position

The Assistant Store Manager is an experienced leader responsible for day-to-day service, sales, and operational objectives at a TD Store. The role leads advice and service colleagues to grow and deepen customer relationships through convenient service, sales and advice, and personalized customer experiences. The Assistant Store Manager can lead the Store with minimal direction and makes day-to-day decisions on teller-line and platform work.

The position guides the team in meeting Store and individual objectives, delivering advice and service, and maintaining regulatory compliance. It coaches colleagues in proactive advice, product recommendations, customer relationship development, lead management, and referrals. The role also oversees Store operations, risk management, audits, process quality, colleague scheduling, and performance development. It may perform daily operational tasks such as account maintenance, wire transfers, opening and closing the Store, and cash management.

The role connects with customers and prospects, provides financial advice and tools, and supports customers in meeting their financial goals. It also represents TD in community activities and works with internal partners, vendors, and colleagues to support business objectives and a high-quality customer experience.

Requirements

• Undergraduate degree or equivalent experience.
• At least 2 years of experience working with customers and/or in sales, or equivalent.
• Demonstrated ability to provide Legendary Customer Service.
• Strong verbal and written communication skills.
• Sales and operational management skills.
• Ability to manage competing priorities.
• Proficiency in Microsoft Office.
• Demonstrated organization, interpersonal, communication, and decision-making skills.
• Proficiency with expense management.
• Must maintain active NMLS registration upon hire to engage in conversations with customers about loan products and facilitate application intake.
• Must be eligible for employment with a covered financial institution under applicable Regulation Z standards.
• Must be eligible for registration as a mortgage loan originator with the NMLS under the SAFE Act.
• Satisfactory criminal background check and credit report check, and required applicant statements or certifications regarding government-agency findings.

Nice To Haves

• Supervisory or leadership experience.
• Previous consumer and residential lending experience.
• Knowledge of banking products and services.
• Notary license.

Responsibilities

• Lead a team of advice and service colleagues in achieving individual and Store objectives, performance goals, and a positive customer and colleague experience.
• Provide day-to-day team leadership and work direction to ensure effective delivery of personalized service and advice while maintaining compliance and regulatory guidelines.
• Coach and develop colleagues through observations, oversight, communication, feedback, and performance reviews, reinforcing proactive advice and sales behaviors.
• Guide the team in making product recommendations based on customer needs and in delivering end-to-end financial advice, insights, and tools.
• Establish work direction and role ownership for daily, quarterly, and annual objectives.
• Identify advice, referral, and business-growth opportunities; manage self-generated, partner, retail-to-retail referral, and campaign leads; conduct customer outreach; and set or host appointments.
• Handle critical, complex, and high-risk issues, determining appropriate actions and escalating non-standard or high-risk transactions as needed.
• Build customer relationships, attract and retain customers, resolve problems, and support customers through challenging times and life events.
• Maintain optimal colleague scheduling to meet customer demand and compliance requirements.
• Support strong partnerships between colleagues handling day-to-day transactions, platform bankers, and other partners.
• Participate in community events and promote the TD brand.
• Lead and drive operational compliance across teller and platform operations; oversee completion and quality of daily processes and transactions.
• Ensure Store operations follow Bank policies and procedures and support successful audits.
• Perform daily Store operations as needed, including account maintenance, wire transfers, Store opening and closing, and cash management.
• Develop and lead the Store Operational Excellence plan, including vault management and monthly vault and drawer audits.
• Identify and mitigate risk, audit compliance, and ensure operational soundness, due diligence, and accurate customer documentation and transactions.
• Support process improvement opportunities and ensure timely and accurate completion of business processes.
• Contribute to team performance objectives, monitor and address performance, and participate in recruitment and selection.
• Promote a fair, equitable, and diverse workplace; encourage collaboration, knowledge sharing, communication, and escalation of business challenges.
• Represent the business area and Bank as a brand champion internally and externally.

Benefits

• Health and well-being benefits
• Savings and retirement programs
• Paid time off, including Vacation PTO, Flex PTO, and Holiday PTO
• Banking benefits and discounts
• Career development
• Reward and recognition
• Training and onboarding
• Online learning platform and mentoring programs
• Variable compensation or incentive awards, potentially including cash and/or equity incentive awards

What This Job Offers

• Job Type: Full-time
• Career Level: Manager