Manager, Customer Experience

TD•Yorkton, SK

3d•Onsite

About The Position

At TD Canada Trust, we are the frontline of TD Bank. We strive to build deep and long-lasting relationships with our customers by performing a broad range of customer service transactions and providing information and advice on services, products, and solutions to existing or prospective TD customers. At the branch, we understand customer needs and identify opportunities to promote products and services to refer customers to the appropriate team member or internal Bank partner, while ensuring a positive customer experience. Join TD Canada Trust and Think like a customer, Act like an Owner, Innovate with purpose and Execute with Speed and Impact.

Requirements

Undergraduate degree and/or over 3 years of relevant work experience
Sound knowledge of processes management, business and operational functions including banking solutions and concepts
Proficiency in software tools including MS Office, and internet application
Tactful and diplomatic communicator able to exchange ideas and information with customers, partners and management in a concise and logical way
A go-getter with strong organizational, planning and time management skills
A dynamic leader with strong influential skills to work expertly with customers and employees in a fast-paced work environment

Responsibilities

Mentor a team by showcasing exceptional experiences in every customer interaction and achieving operational excellence, and personal development objectives.
Meet customer demands and compliance requirements by maintaining employee scheduling and ensuring all policies, procedures and guidelines of conduct are followed
Collaborate with One TD partners to help all customers in a way that suit their needs best
Support the frontline staff in resolving complaints as per customer problem resolution guidelines; encourage senior team members to act as a point of escalation and take personal ownership as required
Coach the team on advice-giving and customer conversation strategies and tactics to improve and promote a legendary customer experience
Lead the team to monitor workflows, prioritize tasks and assign duties while resolving and improving operational issues
Administer complex daily branch administrative duties
Maintain customer facing areas of the branch as per premises, marketing, and regulatory guidelines
Lead a high performing team by providing ongoing performance feedback and ensuring their performance management activities are undertaken and completed
Help build a fair, positive and equitable environment by promoting team effectiveness, maintaining a positive attitude and improving knowledge of emerging industry trends and programs constantly