Store Manager III - Arlington, MA

TD•Arlington, MA

1d•Onsite

About The Position

The Store Manager III develops, leads and contributes to the growth and profitability of our Consumer Business through the management of a Store portfolio including deposits, loans, fees and expenses. This role leads, coaches and motivates the Store team to deliver a legendary Employee and Customer Experience while achieving shareholder value through solutions and referrals. The manager is responsible for Store growth by focusing on deepening customer relationships, putting the customer first and referring them to the right Specialist to ensure customer needs are met and the best advice is provided. The position provides people management leadership by hiring talent, setting goals, developing staff, managing employee performance and compensation decisions, promoting teamwork, and handling disciplinary actions. It involves managing a large-sized store and team, overseeing and leading a complex or Denovo Store, and being accountable for achieving both Store and individual performance metrics. The role may require managing multiple store locations or a diverse customer base, acting as a peer mentor, and serving as the highest point of escalation within the store for various issues. Additionally, the Store Manager III originates loan applications, handles Conditions of Lending, conducts loan closings, and must maintain an active registration status with NMLS.

Requirements

Undergraduate degree or equivalent experience
5+ years related experience required (retail, customer service and/or financial services industries)
Supervisory, leadership and coaching experience required
5+ years experience of proven business development skills, including ability to conceptualize and implement strategies
5+ years of proven leadership and coaching experience required
Small Business and Consumer lending experience required
Knowledge of Bank product lines and services as well as an understanding of Store operations and security
Proven ability to manage competing priorities, strategically aligning efforts and activities to meet Store goals and objectives
Future focused, foresees gaps, trends and influences direction across a specialized area of the Region and Market
Ability to negotiate, manage relationships and influence across the Region, Market, and Business line
Has high performance standards for self and others and can coach peers
Strong financial analysis skills
Strong presentation, analytical, interpersonal and collaborative skills with all levels of internal and external customers
Excellent verbal and written communication skills
Demonstrated ability to lead and motivate team members
Proficient with Microsoft Office suite
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

Notary License (preferred)

Responsibilities

Develops, leads and contributes to the growth and profitability of our Consumer Business through the management of a Store portfolio including deposits, loans, fees and expenses
Leads, coaches and motivates the Store team to deliver a legendary Employee and Customer Experience while achieving shareholder value through solutions and referrals
Responsible for the Store growth by focusing on deepening customer relationships, putting the customer first and referring them to the right Specialist to ensure we are meeting their needs and providing the best advice to customers
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
Manages a large sized store and team (based on U.S. TD Bank store levelling criteria)
Oversees and leads a large and/or highly complex and/or Denovo Store while growing talent, developing skills and capabilities to achieve career goals, support project/initiative success and achieve business results
Accountable for achieving both Store and individual performance metrics
Ability to manage multiple store locations and/or a diverse and complex customer base, if required
Acts as peer mentor to developing store managers
Oversees management of team requiring workforce to decision on acceptable level of risk-Moderate to High risk potential (loss/reputational)
Acts as the highest point of escalation/contact within the store for issues raised from customers, other internal groups and/or partners
Originates loan applications, handles Conditions of Lending and conducts loan closings
Maintains an active registration status with NMLS (Nationwide Mortgage Licensing System and Registry)
Manages the service and advice team promoting a positive customer and colleague experience
Leads, coaches and develops a team of service and advice colleagues on services, product and sales informational conversations and/or advice-giving service strategies and tactics to improve the overall customer experience which includes improving overall financial confidence in both colleagues and customers
Coaches to ensure customer issues are handled appropriately through customer problem resolution guidelines and personally participates in the negotiation and problem resolution where necessary
Actively promotes the Bank's presence/brand within the community through participation and leadership in community business groups, initiatives, fundraisers, etc.
Builds relationships by promoting a client/customer centered organization and proactively addresses customer needs
Contributes to the execution and achievement of the team and the store's service customer experience targets by coaching/modeling appropriate attributes and behaviors; leads the store in the execution of advice plan/objectives
Provides oversight of store premises and ensures the customer and colleague areas are professional and inviting in appearance
Ensures overall colleague scheduling is optimal to meet customer demands
Provides ownership/oversight of complex daily operational/administrative duties
Creates store-specific strategies to grow the business
Uses reporting to identify opportunities to acquire and deepen customer relationships to drive deposits, investment and loan growth
Partners with Specialists to grow and advise new and existing customers
Works with partners, including Small Business, Commercial, Consumer Lending and Wealth to grow the Store Portfolio
Manages the Store budget to meet expense and revenue objectives and revenue and manages expenses
Drives One TD - Builds and sustains awareness and engagement to increase partnership across Retail and all Lines of Business with a focus on Digital to meet and exceed goals
Proactively reaches out to prospects to develop and deepen relationships through needs-based conversations
Identifies and develops relationships with Personal, Small Business and Center and Influence (COIs) to generate demand for TD products and services
Achieves business objective for Operational Excellence
Ensures necessary due diligence to support the accuracy of all customer transactions/activities
Follows and ensures colleagues understand and apply bank operating policies and procedures
Protects the interests of the organization – identifies and manages risks, and escalates non-standard, high risk transactions/activities as necessary
Keeps abreast of emerging issues, trends, and evolving regulatory requirements and assesses potential impacts
Maintains a culture of risk management and control, supported by effective processes in alignment with risk appetite
Ensures colleagues are knowledgeable; and assumes responsibility to minimize operational and regulatory risk by complying with Bank and industry Code of Conduct
Works alongside other business lines including Wealth and Business Banking to stay abreast of emerging trends in the market, support referrals across business lines through ongoing training and coaching to store colleagues
Leads, coaches and develops store teammates to create a consistent legendary customer experience
Coaches teammates to provide the best advice to potential and existing TD Bank customers
Responsible for management of the overall team providing both leadership and guidance
Sets targets and objectives for the team, and holds the team accountable to deliver results and objectives
Grows team expertise to align with business/enterprise demand and direction; assesses team skills and capabilities and continually looks for ways to provide and enhance the value they deliver to customers
Leads a high performing team; provides on-going feedback and performance reviews, coaches and develops colleagues and ensures performance management activities are undertaken and completed for all colleagues
Leads the process of setting performance objectives for the team; tracks, monitors and effectively addresses and/or rewards performance in a timely manner
Ensures colleagues are in compliance with all human resources policies, procedures and guidelines of conduct and escalates to the appropriate partners to manage colleague risk
Shares knowledge, information, skills, and subject matter expertise among the team and ensures the timely communication of issues and encourages good working relationships with other functions and teams
Supports an environment where team freely escalates business challenges; facilitates change through positive reinforcement of milestones and successes
Recruits for all hires to ensure a highly diverse, qualified workforce to achieve business objectives
Establishes and fosters a cohesive team; promotes a fair and equitable environment that supports a diverse workforce and encourages the team to achieve common goals and objectives
Acts as a brand ambassador for your business area/function and the bank, both internally and/or externally

Benefits

Fair and equitable compensation opportunities
Growth opportunities
Skill development
Compensation policies and practices designed to allow colleagues to progress through the salary range over time as they progress in their role
Total Rewards package includes base salary and variable compensation/incentive awards (e.g., eligibility for cash and/or equity incentive awards, generally through participation in an incentive plan)
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
Regular development conversations
Training programs
Competitive benefits plan
Access to an online learning platform
Variety of mentoring programs
Support for colleagues to thrive both at work and at home
Respectful workplace where diverse perspectives are valued
Fair opportunities to grow
Training and onboarding sessions
Inclusive culture