Senior Manager, Commercial Services

TD•Montreal, QC

13d•$115,600 - $163,200•Onsite

About The Position

The Senior Manager, Commercial Services is accountable for the Unit's growth through strong pipeline management and sales coaching, while delivering a superior customer experience to drive profitable business growth, in line with business strategy. This role leads the execution and achievement of the business customer / partner experience targets by coaching and modelling appropriate behavior and executing on plans to continuously improve customer experience. The manager also acts as a part of the team in resolving customer operational and credit issues to deliver a positive customer experience, champions the use of the sales platform to build a robust understanding of our customer's/target's needs, industries and markets, and leads and manages Account Managers in developing creative and competitive solutions that meet all the customers' needs. They set service and control standards aligned to overall business objectives and oversee/monitor deliverable and results, and develop and maintain relationships with internal and external partners for the purpose of delivering optimal customer service. This role requires continuous building of knowledge of the market, customers, and broader economic factors, and developing and maintaining centre of influence strategies and relationships. The Senior Manager identifies and responds to changes in the business environment, establishing action plans to address customer issues and priorities, and serves as the primary escalation point for significant sales matters/risk matters/exceptions for Account Managers. They also identify customer/prospect referral opportunities to internal Bank partners that meet customer needs and enhance the TDBG brand by participating in network events.

Requirements

Undergraduate/Graduate degree and/or 10+years of relevant experience

Responsibilities

Leads the execution and achievement of the business customer / partner experience targets by coaching and modelling appropriate behavior and executing on plans to continuously improve customer experience
Acts as a part of the team in resolving customer operational and credit issues to deliver a positive customer experience
Champion use of sales platform to build a robust understanding of our customer's/target's needs, industries and markets
Lead and manage Account Managers in developing creative and competitive solutions that meet all the customers' needs
Set service and control standards aligned to overall business objectives and oversee / monitor deliverable and results
Develop and maintain relationship with internal and external partners for the purpose of delivering optimal customer service
Constantly build knowledge of the market, customers and broader economic factors
Develop and maintain centre of influence strategies and relationships
Identify and respond to changes in the business environment, establishing action plans to address customer issues and priorities
Primary escalation point for significant sales matters/ risk matters / exceptions for Account Managers
Identify customer/prospect referral opportunities to internal Bank partners that meet customer needs
Enhance TDBG brand by participating in network events
Contribute to the development and implementation of the business plan, goal setting, growth strategies and coaching for the Unit
Build new relationships and deepen existing customer relationships by consistently following the Business Banking Relationship Methodology (BBRM) and coach team to do the same
Meet or exceed business targets for the Unit
Negotiate to maximize profitability of relationships with existing customers based on the customer risk profile.
Coach team members in assessing credit requests to determine risk and make appropriate recommendations to stakeholders / team members for structuring the credit
Ensure team is referring full range of products to existing and new customers, to maximize returns and retention of relationships in line with customer risk profile
Actively refer to other business partners both within Business Banking and across TDBG and respond effectively to reciprocal referrals
Ensure all staff are knowledgeable of and operate within the applicable regulatory and compliance guidelines/policies and procedures and ensure staff complete required compliance attestations/training within required guidelines
Protect the interests of the organization – identify and manage risks, and escalate non-standard, high risk transactions/activities as necessary
Ensure employees are knowledgeable and assume responsibility to minimize operational and regulatory risk by complying with Bank and Industry Code of Conduct
Understand changing market conditions and remain knowledgeable of relevant industry issues
Maintain a culture of risk management and control, supported by effective processes in alignment with risk appetite
Cultivate and model the Colleague Promise to support colleague growth, and a culture of care; make an impact at work and in our communities by leading with authenticity and supporting well being to represent TD's brand
Connect the alignment of colleague's contributions with the TD Shared Commitments
Build and retain an engaged and diverse team that embraces diversity of thought, creativity and curiosity; where every colleague and customer are valued, respected, and listened to; committed to a common goal and collaborate to move with speed and get things done
Demonstrate inclusive leadership by taking meaningful action with intention to support colleagues and customers across all dimensions of diversity, including those from underrepresented communities, being actively anti-racist, attracting and retaining diverse slate of candidates, nurturing mutual respect, inclusivity of thought and collaboration to drive successful results
Sustain, identify strong talent, recruit and develop a diverse talent pipeline of qualified workforce to innovate and maximize individual strengths to lead to a better business outcome
Enable colleague growth by encouraging colleague development to achieve career and business objectives; ensuring timely feedback, motivating appreciation and recognition to all colleagues
Enable a continuous learning culture by proactively seeking, listening to and actioning feedback from peers and from colleague listening opportunities to continuously improve the colleague experience and grow your personal leadership
Foster an environment that promotes sharing of knowledge, information, skills, and subject matter expertise among the team; ensure timely management and escalation of issues and create opportunities to collaborate with other functions and teams
Lead your team through change and create an environment where teams feel psychologically safe to challenge current practices by modeling resiliency and flexibility, communicating a compelling vision with clarity and empowering colleagues to drive innovation
Contributes to the development of business segment and/or enterprise functional strategic priorities within their operational area or field of specialty that drive results
Develops annual and/or long-term plans for own area that are aligned with enterprise-wide priorities, reinforcing a focus on results that align to One TD
Foster a high-performance culture by setting team targets and objectives, promoting and facilitating on-going feedback/coaching and conducting Quarterly Check-Ins for all colleagues to drive accountability and business results
Manage employees in compliance with all human resources policies, procedures and guidelines of conduct
Oversee, lead, and coach a team of Commercial Account Managers while growing talent, developing skills and capabilities to achieve career goals and business results
Oversees credit management and sales function for moderate to highly complex commercial accounts
Provides coaching, mentorship and guidance within area of expertise
Manages and oversees the overall discipline and strategy for the respective areas while aligning to the enterprise best practices
Strategic partner to leadership team on the management of the portfolio and unit profitability and accountability, with deep industry, external / internal, enterprise knowledge, recognizing and anticipating emerging trends and identifying operational efficiencies and opportunities with other business management / enterprise areas
Involved in key strategic discussions related to strategic roadmap and/or deliverables/ frameworks/ short to long term goals etc.
Set operational team direction and collaborate with others to execute on unit goals
Focus on longer-range planning for business area (e.g. 12 months or greater)
Develops and implements new and innovative approaches to the sales process, including negotiation of terms and approaches to account management – provides expert advice internally and externally