Capabilities Manager, Sales (US)

TD•Mount Laurel, NJ

1d•$72,280 - $117,520•Onsite

About The Position

The Capabilities Manager, Sales (US) is responsible for supporting and executing on engagement or education and training strategies for multiple pillars in Consumer Distribution. Responsibilities include leading, developing, and coaching colleagues to enhance their competencies, capabilities, and confidence in training/upskilling new hires and existing Phone Mortgage Loan Officers (MLOs) and Sales colleagues. Role is core to increasing employee engagement, retention and responsible for influencing Store or TD line of business partnerships through operational excellence, tools, and effective business strategies. This role develops, consults, and delivers new and ongoing home lending training materials as well as updates to all support material. This role demonstrates mortgage techniques through live demonstrations with FSG MLO new hires and manages special projects as needed.

Requirements

Bachelors degree or relevant work experience
6+ Years of related contact center and coaching experience
3+ Years Residential Mortgage Or Consumer Lending loan experience
Extensive working knowledge of residential loan origination and products – jumbo loans, FHA, VA and niche products and keep abreast of market trends in residential mortgage industry trends, products and services
Excellent oral and written communication and coaching skills
Ability to effectively communicate with all levels of management
Excellent PC skills and familiarity with standard office equipment
Ability to work in a fast-paced dynamic environment
Detail-oriented, self-motivated, possessing excellent organizational, analytical and decision-making skills
Knowledge of regulatory, Investor and departmental policies for compliance and residential lending laws. Knowledge of CRA products and Industry.
Knowledge of Capital Markets Pricing requirements
Fast paced environment; ability to multi-task effectively
Ability to think out of the box in structuring loan requests
Able to coach and mentor others and provide feedback in a positive manner in an effort to improve performance
Must be proficient in role of MLO
Have an ability to identify complex problems in the onboarding program based on a broad range of factors, many of which are ambiguous or difficult to define
Demonstrated leadership experience
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

Preferred classroom facilitation and/or training experience
Strong relationship management and influencing skills
Ability to succeed in a highly matrixed environment
Demonstrated strategic and creative thinker
Collaborative approach to business solutions

Responsibilities

Provides people management leadership by hiring the best talent, setting goals, developing staff, managing employee performance and compensation decisions, promoting teamwork and handling any/all disciplinary actions, as required
Demonstrated ability to apply business unit expertise in the interpretation of results and trends in identifying and preparing recommendations that align with key strategies of the business to include sales and service opportunities
Partners with key stakeholders (leadership, WFM, TA, TLA, etc.) to execute and support development and implementation of onboarding, training, upskilling strategies within the business group to achieve business objectives and reduce attrition
Coaches, develops and trains others and provide guidance and advice i.e. Representatives, Loan Officers, Sales Managers, Leaders, Coaches, and Store colleagues
Meeting regularly with leadership to determine priorities; develop service and sales enhancements and presents to senior or executive leadership
Researches and answers escalated problems for the business continuously evaluating potential gaps in the New Hire, Learning or Engagement Strategies
Ensures a consistent Employee Experience and executes strategies to attract, motivate and retain highly qualified employees to meet all business objectives
Develops, updates, and maintains training material coordinating with various cross functional Partners to obtain all approvals
Provides dedicated company-wide support and day-to-day oversight of various contact center or retail store Program activities in support of the store network or other business groups to achieve financial business objectives
Designs and executes on communications strategy (i.e. new home lending program, product changes, new hire programs, policies, and procedures)
Serves as SME for the business in special projects as assigned and partner with Product partners for Service and Sales opportunities and may represent in executive level meetings (i.e. US Contact Center, Store and District Meetings, MLO Channel, TD Product partners, etc.)
Responsible for overseeing the day to day management of all assigned new hires during training period
Facilitates training classes for new hires and during upskilling of existing loan officers and sales representatives
Provides daily leadership and coaching to new hires with regards to all process, policy, loan pipeline management, and any performance or behavioral concerns
Partners with Team Sales Managers with the recruitment and selection process for loan officer to ensure a highly diverse, qualified workforce to achieve business objectives
Ensures established policy and procedure is followed by all new hire loan officers
Responsible for ensuring that sales, compliance, customer experience and productivity requirements are clearly articulated during training
Supports the commitment to WOW! Service
Supports TD Bank’s mission, vision, strategic goals, quality initiatives and service standards
Adheres to all audit, regulatory, and compliance requirements
Delivers industry customer experience (LEI or VOC).
Coaches new to role employees to execute on the behaviors that help them effectively deliver legendary experiences
Supports the delivery on consumer distribution sales and service performance
Oversees and coaches to team compliance and integrity procedures and processes to protect Customers, Colleagues, and the Bank
Supports Employee Engagement and retention
Facilitates information and idea sharing within the Training cohorts and across organization boundaries, creating a culture of ongoing performance improvement
Leads, coaches, and develops all levels and large groups of new hires through group check-ins, skill practices or practicum, post training and customized individual skills assessments
Develops specific action plans based on assessment of strengths, opportunities, and customer experience behaviors to build skill and enhance the colleague onboarding experience, and associated skills
Manages the training program by creating a culture of support, coaching and strong emphasis on KPI performance behaviors and outcomes