Store Manager II - Hudson, NH

TD Bank • Hudson, NH

4d • Onsite

About The Position

The Store Manager II develops, leads, and contributes to the growth and profitability of a Consumer Business through management of a store portfolio, including deposits, loans, fees, and expenses. The role leads, coaches, and motivates the store team to deliver a strong employee and customer experience while achieving business results through solutions and referrals. The manager supports store growth by deepening customer relationships, putting customers first, and connecting them with the right specialists and advice.

The position manages a medium-sized store and team, and may oversee a medium, complex, or new (“Denovo”) store. It requires expert knowledge of banking, bank operations, process management, and team risk profiles. The manager is accountable for store and individual performance metrics, may manage multiple locations or a diverse customer base, mentors developing store managers, and serves as the store’s highest escalation point for customer and internal issues. The role originates loan applications, handles lending conditions and loan closings, and maintains active NMLS registration.

The manager oversees service, advice, sales, and daily operational activities; grows the store portfolio and customer relationships; manages the store budget; and promotes operational excellence, regulatory compliance, and risk management. They lead hiring, performance management, coaching, colleague development, scheduling, and team culture. The position also represents the bank in community activities and partners with specialists and other business lines to support customer needs and business goals.

Requirements

• Undergraduate degree or equivalent experience.
• At least 4 years of related experience in retail, customer service, and/or financial services.
• Supervisory, leadership, and coaching experience.
• At least 4 years of proven business development experience, including the ability to conceptualize and implement strategies.
• At least 4 years of proven leadership and coaching experience.
• Small Business and Consumer lending experience.
• 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.
• Maintain active NMLS registration and be eligible for registration as a registered mortgage loan originator.
• Be eligible for employment with a covered financial institution under applicable Regulation Z standards.
• Satisfactory criminal background and credit report checks, and required applicant statements or certifications regarding government-agency findings.

Nice To Haves

• Notary License.

Responsibilities

• Lead, coach, motivate, and develop store colleagues to deliver a consistent customer and employee experience.
• Hire and recruit qualified talent; set team objectives; manage performance, compensation decisions, feedback, reviews, and disciplinary actions as needed.
• Manage a medium-sized store and team, and oversee a medium, complex, or new store; potentially manage multiple locations or a diverse customer base.
• Achieve store and individual performance metrics and hold the team accountable for business results.
• Serve as the store’s highest point of escalation for customer, internal-group, and partner issues; participate in customer negotiations and problem resolution when necessary.
• Originate loan applications, handle Conditions of Lending, and conduct loan closings.
• Manage service and advice activities, coaching colleagues on products, services, sales conversations, advice strategies, and customer problem resolution.
• Promote the bank’s brand and presence in the community through participation and leadership in business groups, initiatives, and fundraisers.
• Build customer relationships and proactively address customer needs through needs-based conversations, referrals, and advice.
• Oversee customer and colleague areas of the store, maintain a professional and inviting premises, optimize colleague scheduling, and oversee complex daily operational and administrative duties.
• Develop store-specific strategies to grow the business and use reporting to identify opportunities to acquire and deepen customer relationships and grow deposits, investments, and loans.
• Partner with specialists and Small Business, Commercial, Consumer Lending, Wealth, and other business lines to advise customers and grow the store portfolio.
• Manage the store budget, expenses, and revenue objectives.
• Promote partnership across Retail and other lines of business, with a focus on Digital, to meet and exceed goals.
• Ensure operational excellence and due diligence for accurate customer transactions and activities.
• Ensure colleagues understand and follow bank operating policies, procedures, codes of conduct, and regulatory requirements; identify, manage, and escalate risks and non-standard or high-risk activities.
• Maintain a culture of risk management and control aligned with the bank’s risk appetite; stay current on emerging issues, trends, and regulatory requirements.
• Support cross-business-line referrals through ongoing training and coaching of store colleagues.
• Assess team skills and capabilities, align expertise with business needs, and share knowledge and information across the team.
• Support change through positive reinforcement, timely communication, strong working relationships, and an environment where colleagues can escalate business challenges.
• Foster a cohesive, diverse, fair, and equitable team environment and act as a brand ambassador internally and externally.
• Maintain active registration with the Nationwide Mortgage Licensing System and Registry (NMLS).

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 programs
• Training and onboarding
• Online learning platform and mentoring programs
• Variable compensation and incentive awards, including possible cash and/or equity awards

What This Job Offers

• Job Type: Full-time
• Career Level: Manager