Remote Case manager Jobs in Sherbrooke, QC

Description

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This role is responsible for leading a team of Account Managers in structuring credit and managing operations. Provide guidance, leadership, coaching and development to ensure business results and professional / personal development objectives are achieved for the overall group. Manages a book of business in alignment with credit and operational risk policies. 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.

CUSTOMER

• 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
• Acting 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

SHAREHOLDER

• 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

EMPLOYEE / TEAM

• 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

BREADTH & DEPTH

• 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
• Generally, reports to the Unit Leader

EXPERIENCE & EDUCATION

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

Who We Are:

TD is one of the world's leading global financial institutions and is the fifth largest bank in North America by branches/stores. Every day, we strive to make every interaction, product, and experience remarkably human and refreshingly simple for over 27 million households and businesses in Canada, the United States and around the world. More than 95,000 TD colleagues bring their skills, talent, and creativity to foster deeper relationships, ensure disciplined execution, and build a simpler, faster banking experience. TD is deeply committed to being a leader in client experience, that is why we believe that all colleagues, no matter where they work, are client facing. Together, we are reimagining what banking can be for our clients, colleagues and communities.

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.

Additional Information:
We’re delighted that you’re considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we’re 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 you’re interested in a specific career path or are looking to build certain skills, we want to help you succeed. You’ll 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.

If you’re passionate about helping clients and building deep, lasting relationships, TD offers diverse career paths where you can grow your expertise and make a meaningful impact.

We're committed to your success and foster a respectful workplace where diverse perspectives are valued, everyone has fair opportunities to grow, and you can unlock your full potential to achieve your career goals. Here at TD, we hire and develop the best.

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

Interview Process
We’ll 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 you’d 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):

Maîtrise d’une langue autre que le français pour offrir du soutien ou traiter avec des employés qui ont besoin de services et de soutien dans une langue autre que le français.