Assistant Store Manager- Boston, MA (Fenway)

TD Bank•Boston, MA

8d•Onsite

About The Position

The Assistant Store Manager leads day-to-day service, sales, and operational objectives at a TD Store. The role leads advice and service colleagues to grow customer relationships through convenience, sales and advice, and personalized, connected service. The manager can lead the Store with minimal direction and make day-to-day decisions on the teller line or platform. The position oversees customer advice and service, sales activity, referrals, operational compliance, risk management, and Store performance. It develops colleagues through coaching, feedback, performance management, and training, while supporting customer needs, business goals, regulatory requirements, and a positive and inclusive team environment. The role may also perform Store operations such as account maintenance, wire transfers, opening and closing, cash management, and vault management. The role is classified as a Loan Originator and Mortgage Loan Originator under applicable federal regulations. Employment eligibility, NMLS registration eligibility, and satisfactory criminal background and credit checks are required.

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 status upon hire to engage customers in conversations about loan products and facilitate application intake.
Must be eligible for employment with a covered financial institution under Regulation Z requirements.
Must be eligible for registration as a mortgage loan originator with NMLS under the SAFE Act.
Satisfactory criminal background and credit report checks, and required applicant statements or certifications regarding government agency or authority 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 strong customer and colleague experiences.
Provide daily team leadership and work direction to support efficient delivery of personalized and complex service and advice while complying with regulatory requirements.
Coach colleagues on advice strategies, product and service knowledge, and proactive recommendations tailored to customer needs.
Oversee complex sales and advice activities involving multiple processes, systems, and partners.
Use knowledge of the local market, competitive offerings, and economic trends to guide customer advice.
Handle critical or high-risk issues and determine appropriate resolutions.
Set work direction and role ownership, and guide the team toward daily, quarterly, and annual objectives.
Provide end-to-end financial advice, tools, and real-time insights to help customers pursue their goals.
Identify advice opportunities and referrals to support business growth and customer acquisition and retention.
Participate in community events and promote the TD brand.
Manage leads and customer outreach, including self-generated leads, partner and campaign referrals, outbound calls, SMS, appointments, and lead prioritization.
Create a warm, engaging customer environment by listening, asking clarifying questions, and providing appropriate products and services.
Build partnerships between transaction colleagues, platform bankers, and other partners to support effective referrals.
Maintain colleague schedules to meet customer demand and compliance requirements.
Resolve customer problems, identify ways to prevent recurrence, and educate customers.
Maintain professional and inviting Store common areas and ensure lobby and frontline compliance with internal, external, marketing, and regulatory guidelines.
Lead operational compliance across teller and platform operations and oversee the quality and completion of daily processes and transactions.
Ensure efficient Store operations in accordance with bank policies and procedures and support successful audits.
Perform daily Store activities as needed, including account maintenance, wire transfers, 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 for compliance and procedural adherence, and support operational soundness.
Escalate non-standard or high-risk transactions and activities, ensure accurate documentation and due diligence, and support process improvements.
Lead a high-performing team through ongoing feedback, performance reviews, coaching, development, and performance management.
Help set, track, and address team performance objectives; reinforce TD's shared commitments and policies.
Share expertise, communicate issues, encourage effective partnerships, and support positive change and escalation of business challenges.
Participate in recruitment and selection, promote a diverse and equitable workplace, and act as a brand champion.

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
Mentoring programs
Variable compensation and incentive awards, including potential cash and/or equity awards