Manager, Customer Experience - Jobs in Riverview, NB

Job Description

TD DescriptionTell us your story. Don't go unnoticed. Explain why you're a winning candidate. Think "TD" if you crave meaningful work and embrace change like we do. We are a trusted North American leader that cares about people and inspires them to grow and move forward.Stay current and competitive. Carve out a career for yourself. Grow with us.Job DescriptionCUSTOMER:

• Lead, coach, and proactively model exceptional service at every customer interaction in the lobby and on the frontline
• Responsible for maintaining optimal employee scheduling to ensure customer demands and compliance requirements are met
• Support and coach frontline staff on effective customer complaint resolution
• Assist with maintaining a professional and inviting space in all common areas of the branch, adhering to premises, marketing, and/or regulatory guidelines; particularly, this role helps ensure that the lobby and frontline meet internal/external policies and/or regulatory requirements
• Leads the execution of the branch LEI plan/objectives; supports the execution of the branch sales plan/objectives
• Lead and coach frontline team on advice giving strategies and overall product and services acumen
• Lead and coach on advice delivery to improve the customer experience and overall profitability of the Bank
• Ensure a coordinated and consistent banking presence in the market approach across One TD partners
• Work collaboratively with TD Partners to ensure all Branch Banking customers are serviced in the channel best suited to their needs
• Ownership/oversight of simple to complex daily branch administrative duties

SHAREHOLDER:

• Manage the service team promoting a positive customer and employee experience
• Lead and develop a team of service employees, provide coaching on delivering effective customer service, product, sales conversations and/or advice-giving service; support sales strategies and tactics to improve the overall customer experience
• Coach to ensure customer issues are handled appropriately through customer problem resolution guidelines and personally participate in the negotiation and resolution where necessary; empower senior service team to act as a point of escalation for client concerns, and take personal ownership when concerns cannot be managed at junior levels
• Contribute to the execution and achievement of the team and the branch's customer experience targets by coaching / modeling appropriate attributes and behaviors
• Ensure the customer area is professional and inviting in appearance

Job RequirementsEMPLOYEE TEAM:

• Lead and support a high performing team; provide on-going feedback and performance reviews, coach and develop employees and ensure performance management activities are undertaken and completed for all employees
• Contribute to the process of setting performance objectives for the team; track, monitor and effectively address and/or reward performance in a timely manner
• Ensure employees are in compliance with all TDBFG policies, procedures and guidelines of conduct (regarding customer interactions, products and services, etc.)
• Manage employees in compliance of all policies, procedures and guidelines
• Share knowledge, information, skills, and subject matter expertise among the team and ensure the timely communication of issues and encourage good working relationships with other functions and teams
• Support an environment where team freely escalates business challenges; facilitate change through positive reinforcement of milestones and successes
• Participate in the recruitment and selection process for all hires to ensure a highly diverse, qualified workforce to achieve business objectives
• Promote a fair and equitable environment that supports a diverse workforce and encourage the team to achieve common goals and objectives
• Act as a brand champion for your business area/function and the bank, both internally and/or externally

InclusivenessAt TD, we are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of our customers and communities in which we live and serve. If you require an accommodation for the recruitment/interview process (including alternate formats of materials, or accessible meeting rooms or other accommodation), please let us know and we will work with you to meet your needs.Job FamilyRetail Sales & ServiceJob Category - PrimaryRetail Banking - ManagementJob Category(s)Retail Banking - ManagementHours37.5Business LineTD Canada TrustTime TypeFull TimeEmployment TypeRegularCountryCanada**Province/State (Primary)New BrunswickCity (Primary)RiverviewWork Location502 Coverdale RoadJob Expires24-Jun-2021