Manager, Customer Experience

Work Location:

Hours:

Line of Business:

Pay Details:

TD is committed to providing fair and equitable compensation opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role. The base pay actually offered may vary based upon the candidates skills and experience job-related knowledge geographic location and other specific business and organizational needs.

As a candidate you are encouraged to ask compensation related questions and have an open dialogue with your recruiter who can provide you more specific details for this role.

Job Description:

Department Overview:

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.

Job Description:

Is it fun for you to connect with people from different walks of life and make lasting connections Do you thrive in providing dynamic leadership to ensure seamless and impactful customer experience If so then apply with us today for the position of Manager Customer Experience and offer your expertise in creating meaningful and memorable customer experiences.

In this role you would:

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

Job 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

Who We Are:

TD is one of the worlds leading global financial institutions and is the fifth largest bank in North America by branches/stores. Every day we deliver legendary customer experiences to over 27 million households and businesses in Canada the United States and around the world. More than 95000 TD colleagues bring their skills talent and creativity to the Bank those we serve and the economies we support. We are guided by our vision to Be the Better Bank and our purpose to enrich the lives of our customers communities and colleagues.

TD is deeply committed to being a leader in customer experience that is why we believe that all colleagues no matter where they work are customer facing. As we build our business and deliver on our strategy we are innovating to enhance the customer experience and build capabilities to shape the future of banking. Whether youve got years of banking experience or are just starting your career in financial services we can help you realize your potential. Through regular leadership and development conversations to mentorship and training programs were here to support you towards your goals. As an organization we keep growing and so will you.

Our Total Rewards Package
Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial physical and mental well-being goals. Total Rewards at TD includes a base salary variable compensation and several other key plans such as health and well-being benefits savings and retirement programs paid time off banking benefits and discounts career development and reward and recognition programs. Learn more

Additional Information:
Were delighted that youre considering building a career with TD. Through regular development conversations training programs and a competitive benefits plan were committed to providing the support our colleagues need to thrive both at work and at home.

Please be advised that this job opportunity is subject to provincial regulation for employment purposes. It is imperative to acknowledge that each province or territory within the jurisdiction of Canada may have its own set of regulations requirements.

Colleague Development
If youre interested in a specific career path or are looking to build certain skills we want to help you succeed. Youll have regular career development and performance conversations with your manager as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities. Whether you have a passion for helping customers and want to expand your experience or you want to coach and inspire your colleagues there are many different career paths within our organization at TD and were committed to helping you identify opportunities that support your goals.

Training & Onboarding
We will provide training and onboarding sessions to ensure that youve got everything you need to succeed in your new role.

Interview Process
Well reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.

Accommodation
Your accessibility is important to us. Please let us know if youd like accommodations (including accessible meeting rooms captioning for virtual interviews etc.) to help us remove barriers so that you can participate throughout the interview process.

We look forward to hearing from you!

Language Requirement (Quebec only):