Store Manager I (New Castle County)

TD•Wilmington, DE

1d•$72,280 - $108,160•Onsite

About The Position

The Store Manager I develops, leads, and contributes to the growth and profitability of a consumer banking store portfolio, including deposits, loans, fees, and expenses. The manager leads, coaches, and motivates the store team to deliver a strong employee and customer experience while achieving business results through customer-focused advice, solutions, and referrals. The role focuses on deepening customer relationships, putting customers first, and connecting them with the appropriate specialists. The position manages a small-sized store and team, provides people-management leadership, and is accountable for store and individual performance metrics. It requires knowledge of banking and store operations, process management, risk identification and resolution, and the ability to manage risk across team processes. The Store Manager serves as the store’s highest point of escalation for customer and partner issues, originates loan applications, handles Conditions of Lending, conducts loan closings, and maintains active NMLS registration. The manager oversees customer service, store operations, budget and business growth, risk and regulatory controls, colleague development, hiring, scheduling, and performance management. The role also builds community and business relationships and partners across TD business lines to develop and serve customers.

Requirements

Undergraduate degree or equivalent experience.
At least 3 years of relevant experience in retail, customer service, and/or financial services.
At least 1 year of leadership and coaching experience.
Business development skills, including the ability to conceptualize and implement strategies.
Knowledge of bank product lines and services and an understanding of store operations and security.
Ability to manage competing priorities and strategically align work to meet store goals and objectives.
Strong financial analysis skills.
Strong presentation, analytical, interpersonal, and collaborative skills with internal and external customers at all levels.
Excellent verbal and written communication skills.
Demonstrated ability to lead and motivate team members.
Proficiency with the Microsoft Office suite.
Active NMLS registration status; must be eligible for registration as a registered mortgage loan originator.
Must be eligible for employment with a covered financial institution under the stated Regulation Z standards.
Satisfactory criminal background check and credit report check, and required applicant statements or certifications regarding government-agency findings.

Nice To Haves

Small Business and Consumer lending experience.
Notary License.

Responsibilities

Manage the store portfolio, including deposits, loans, fees, and expenses, and contribute to its growth and profitability.
Lead, coach, motivate, hire, and develop store colleagues; set goals, manage performance and compensation decisions, and address disciplinary matters as needed.
Manage a small-sized store and team, and oversee store and individual performance metrics.
Provide coaching, mentorship, and guidance to teammates, supporting their skills, capabilities, and career development.
Serve as the highest point of escalation in the store for issues raised by customers, internal groups, and partners.
Originate loan applications, handle Conditions of Lending, and conduct loan closings.
Maintain active registration status with the NMLS.
Manage the service and advice team to promote positive customer and colleague experiences.
Coach colleagues on services, products, sales conversations, advice-giving strategies, customer issue resolution, and customer financial confidence.
Participate in customer negotiations and problem resolution when needed.
Represent the bank in the community through participation and leadership in business groups, initiatives, and fundraisers.
Build customer relationships, proactively address customer needs, and lead execution of the store’s advice plan and service targets.
Oversee store premises and ensure customer and colleague areas are professional and inviting.
Ensure colleague scheduling meets customer demand and oversee complex daily operational and administrative duties.
Create store-specific strategies to grow the business and use reporting to identify customer acquisition and relationship-deepening opportunities.
Partner with specialists and Small Business, Commercial, Consumer Lending, Wealth, and other business lines to grow the store portfolio and provide customer advice.
Manage the store budget to meet expense and revenue objectives.
Proactively contact prospects and develop relationships with personal, small business, and Centers of Influence to generate demand for bank products and services.
Achieve operational excellence and ensure due diligence and accuracy in customer transactions and activities.
Ensure colleagues understand and follow bank operating policies, procedures, codes of conduct, and applicable requirements.
Identify, manage, and escalate risks, including non-standard or high-risk transactions and activities; maintain a risk-management and control culture aligned with risk appetite.
Keep abreast of emerging issues, trends, and regulatory requirements, and assess potential impacts.
Work with other business lines, including Wealth and Business Banking, to support referrals through ongoing colleague training and coaching.
Set team targets and objectives, hold the team accountable for results, provide feedback and performance reviews, and address or reward performance in a timely manner.
Assess team capabilities and develop expertise to meet business and enterprise needs.
Ensure compliance with human resources policies and guidelines, escalating colleague risks to appropriate partners.
Share information and expertise, encourage effective cross-team relationships, and foster an environment where colleagues can raise business challenges.
Recruit qualified and diverse candidates, foster a cohesive and equitable team, and act as a brand ambassador internally and externally.
Support change management, performance management, and talent pipeline development where required at higher levels.

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