Assistant Store Manager - Norwalk

TD•Norwalk, CT

19h•Onsite

About The Position

The Assistant Store Manager is an experienced leader responsible for managing the day-to-day service, sales, and operational objectives within a Store location. This role focuses on leading a team to cultivate and strengthen customer relationships by delivering TD’s model of convenience, sales, and advice, while providing a personalized and connected experience. The Assistant Store Manager can lead the Store with minimal direction, possessing the knowledge and experience to make decisions for daily operations on the teller line or platform. The role involves leading a team of advice and service colleagues to achieve individual and Store objectives, ensuring legendary Customer and colleague experience, and meeting performance goals. This includes providing day-to-day team leadership, overseeing complex sales advice activities, driving advice capabilities through coaching, and effectively resolving critical or high-risk issues. The manager is expected to possess comprehensive knowledge of the local market, competitive offers, and economic trends to support financial advice recommendations. Key accountabilities also include fostering strong partnerships for effective referrals, maintaining optimal colleague scheduling, acting as an escalation point for customer problem resolution, and ensuring operational compliance across all Store operations, including teller and platform activities. The role also involves leading and supporting a high-performing team, providing feedback, coaching, and participating in recruitment to foster a diverse and qualified workforce.

Requirements

Undergraduate degree or equivalent experience
2+ years experience working with customers and or sales in any capacity 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
Proficient in Microsoft Office
Demonstrated organization, interpersonal, communication and decision-making skills
Must maintain an active registration status with NMLS upon hire (Nationwide Mortgage Licensing System and Registry) to be able to engage in conversations with customers about loan products, facilitates the application intake
Must be eligible for employment with a covered financial institution under the standards established by Regulation Z of the Truth in Lending Act, 12 CFR Part 1026.36
Must be eligible for registration as a registered mortgage loan originator with the NMLS (Nationwide Mortgage Licensing System and Registry) in accordance with the Secure and Fair Enforcement for Mortgage Licensing Act of 2008 (SAFE Act), 12 U.S.C. §§ 5102 et seq., and its implementing regulations, 12 CFR Part 1007
Satisfactory results on a criminal background check and a credit report check, and statements/certification from job applicant regarding administrative, civil, and/or criminal findings by any government agency/authority, are required by federal law for this position

Nice To Haves

Supervisory or leadership experience preferred
Previous consumer and residential lending experience preferred
Knowledge of banking products and services preferred
Notary License (Preferred)

Responsibilities

Lead a team of advice and service colleagues in the achievement of individual and Store objectives that result in legendary Customer and colleague experience, and achievement of established performance goals
Provide day-to-day team leadership and work direction to ensure effective/efficient delivery of personalized/complex service and advice activities and/or solutions while maintaining compliance and regulatory guidelines
Lead the team in overseeing the most complex or diverse sales advice activities that entails complete multiple step processes that involve numerous systems, partners and complexity
Drive and reinforce Advice activities/capability for the team through continued team observations, coaching, oversight, and communication ensuring the team is offering proactive advice by making product recommendations by highlighting product features and benefits based on Customer needs with more complex banking needs ultimately building Customer financial confidence; ensuring these activities are positively impacting Customer experience
Effectively handle critical and/or high-risk issues, determining the most appropriate course of action for resolution
Drive Advice Behaviors within the team by coaching and developing a team to deliver exceptional service by exceeding the needs of Customer expectations
Lead and coach advisory team on advice giving strategies and overall product and services acumen
Establish work direction and role ownership on delivering advice as well as achieving daily/quarterly/annual objectives
Deliver end to end advice to Customers by providing information and tools for financial management that help Customers achieve their goals, and provides real time insights
Contribute to the achievement of business objectives by identifying advice opportunities and referrals, enabling business growth
Actively participate in community events, promoting the TD Brand while servicing the needs of the community
Connect with our Customers/Prospects, provide financial advice, and deepen relationships through lead management activities to include the creation & management of Self-Generated Leads, the management of received Partner/Retail to Retail Referral Leads or Campaign Leads, Customer outreach (Outbound Calls, Relay SMS), setting and/or hosting appointments, and Lead prioritization
Create an environment where the team Interacts with Customers in a warm and engaging manner, actively listening, and asking clarifying questions
Contribute to the achievement of business objectives by proactively attracting, acquiring and retaining Customers, advice opportunities and referrals, to increase profitability and enable business growth
Establish and support strong partnership between colleagues that handle Customer day to day transactions and platform bankers/and partners for effective referrals
Lead and reinforce Customer service activities; Supporting Customers through challenging times and life events, demonstrating knowledge and financial expertise of products and services to help align the Customer to the best product/service to meet and exceed their needs
Maintain optimal colleague scheduling to ensure Customer demands and compliance requirements are met
Act as an escalation point for Customer problem resolution – identify how to prevent the problem from happening and educate the Customer
Create personal experiences by getting to know each Customer's needs to help turn their goals into reality
Understand and support the Bank's Customer Service Strategy
Consider the impact of decisions on the well-being of TD, its Customers, and stakeholders
Provide the highest level of Customer service when dealing with internal partners, vendors, and Customers
Proactively adhere to professional and inviting space in all common areas of the Store, adhering to premises, marketing, and/or regulatory guidelines; particularly, this role helps ensure that the lobby and frontline meet internal/external policies and/or regulatory requirements
Lead and drive operational compliance of all Store operations including teller and platform operations
Lead the team in completing day to day processes/transactions/activities and oversee completion and quality of work
Ensure the Store operates efficiently by adhering to the banks policies and procedures and by passing all audits
Perform daily store operation activities including account maintenance, wire transfers, store opening and closing, and cash management
Develop/lead Store in Operational Excellence plan
Vault Management, including Monthly Vault and drawer audits
Identify and mitigate risk and proactively audit for adherence to compliance, policies and procedures and overall operational soundness of the Store
Understand and apply operating policies and procedures
Support the timely and accurate completion of business processes and procedures
Escalate non-standard or high-risk transactions/activities as necessary
Ensure documentation that is prepared/completed is accurate and properly reflects Customer/business intentions and is consistent with relevant rules/regulations
Support and participate in process improvement opportunities
Ensure necessary due diligence to support the accuracy of all Customer transactions/activities
Demonstrate proficiency, understanding, and compliance with the Bank Code of Conduct
Lead and support a high performing team; provide ongoing feedback and performance reviews, coach and develop colleagues and ensure performance management activities are undertaken
Lead, reinforce, and embed TD's shared commitments
Contribute to the process of setting performance objectives for the team; track, monitor and effectively address and/or reward performance in a timely manner
Ensure colleagues comply with all TDBFG policies, procedures, and guidelines of conduct (regarding Customer interactions, products, and services, etc.)
Share knowledge, information, skills, and subject matter expertise among the team and ensure the timely communication of issues and encourages good working relationships with partners and other teams
Support an environment where team freely escalates business challenges; facilitate change through positive reinforcement of milestones and successes
Participate in the recruitment and selection process for all hires to ensure a highly diverse, qualified workforce to achieve business objectives
Promote a fair and equitable environment that supports a diverse workforce and encourages the team to achieve common goals and objectives
Act as a brand champion for your business area/function and the bank, both internally and/or externally

Benefits

Fair and equitable compensation opportunities
Growth opportunities
Skill development
Compensation policies and practices designed to allow colleagues to progress through the salary range over time
Total Rewards package (includes base salary and variable compensation/incentive awards, 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, and reward and recognition)
Regular development conversations
Training programs
Competitive benefits plan
Online learning platform
Variety of mentoring programs
Diverse career paths
Respectful workplace
Fair opportunities to grow
Training and onboarding sessions