Assistant Store Manager - East Springfield

TD Bank • Springfield, MA

3d • Onsite

About The Position

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

The position leads advice and service colleagues in meeting Store and individual objectives, delivering strong customer and colleague experiences, and achieving performance goals. It provides work direction, coaching, and oversight for complex service and advice activities while ensuring compliance with regulatory requirements. The Assistant Store Manager contributes to business growth through customer outreach, lead management, referrals, community involvement, and consultative financial advice.

The role also leads Store operations, including compliance, risk management, process quality, audits, and operational excellence. It supports colleague performance and development, scheduling, recruitment, and a fair and inclusive team environment. The position is classified as a Loan Originator and Mortgage Loan Originator under applicable federal regulations and requires eligibility for NMLS registration and employment at a covered financial institution.

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 customer conversations 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 registered mortgage loan originator with NMLS under the SAFE Act.
• Satisfactory criminal background and credit report checks, and required 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 to achieve individual and Store objectives, performance goals, and strong customer and colleague experiences.
• Provide day-to-day team leadership, work direction, observations, coaching, oversight, and communication to support effective service and advice while maintaining compliance.
• Coach colleagues in advice-giving strategies and product and service knowledge, and reinforce proactive recommendations tailored to customer needs.
• Use knowledge of the local market, competitors, and economic trends to support customer advice and financial empowerment.
• Handle critical and high-risk issues and determine appropriate resolution steps.
• Establish work direction and role ownership for advice delivery and daily, quarterly, and annual objectives.
• Provide end-to-end financial advice, tools, and real-time insights to help customers achieve their goals.
• Identify advice opportunities and referrals to contribute to business growth and profitability.
• Participate in community events and promote the TD brand while serving community needs.
• Manage customer and prospect relationships through self-generated leads, referral and campaign leads, outbound calls and messages, appointments, and lead prioritization.
• Create a warm, engaging customer environment through active listening, clarifying questions, personalized service, and support during challenging times and life events.
• Attract, acquire, and retain customers, deepen relationships, and support effective referrals between transaction colleagues, platform bankers, and partners.
• Maintain optimal colleague scheduling to meet customer demand and compliance requirements.
• Act as an escalation point for customer problems, resolve issues, and educate customers to help prevent recurrence.
• Maintain a professional and inviting Store environment and ensure lobby and frontline areas meet internal, external, marketing, premises, and regulatory requirements.
• Lead operational compliance across teller and platform operations and oversee the completion and quality of daily processes and transactions.
• Ensure the Store operates efficiently and adheres to Bank policies and procedures; support audit readiness and operational soundness.
• Perform Store operations 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 compliance, and escalate non-standard or high-risk transactions and activities.
• Ensure accurate documentation and due diligence for customer transactions and business processes; support timely process completion and improvement opportunities.
• Apply operating policies and procedures and comply with the Bank Code of Conduct.
• Lead a high-performing team through feedback, performance reviews, coaching, colleague development, and timely performance management.
• Support team performance objectives, recognize performance, communicate issues, share expertise, and foster effective relationships with partners and other teams.
• Support positive change, recruitment and selection, workforce diversity, fairness, and a respectful team environment.
• Act as a brand champion for the business area and the Bank.

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 or incentive awards, potentially including cash and/or equity awards

What This Job Offers

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