Manager, Customer Experience - TD Bank, Dollard-des-Ormeaux

About this opportunity

At TD Canada Trust, we are the frontline of TD Bank, committed to building deep and long-lasting relationships with our customers. We provide a broad range of customer service transactions, offering information and advice on banking services, products, and solutions to both existing and prospective TD customers. Our branches focus on understanding customer needs and identifying opportunities to promote products and services, referring customers to the appropriate team member or internal Bank partner, all while ensuring a positive customer experience. Join TD Canada Trust and contribute to a culture that thinks like a customer and acts like an owner.

This posting represents future opportunities for a Manager, Customer Experience in the Montreal West Island area, specifically Dollard-des-Ormeaux. If you enjoy connecting with people from diverse backgrounds and thrive on providing dynamic leadership to ensure seamless and impactful customer experience, this career path at TD Bank could be for you. You will play a pivotal role in creating meaningful and memorable customer experiences, contributing to the overall success of our Personal & Commercial Banking operations.

Who we're looking for

We are seeking a dynamic leader with a passion for customer service and team development. The ideal candidate will possess a strong understanding of banking operations and a proven ability to lead and mentor colleagues. This role is perfect for someone who excels in a fast-paced environment and is dedicated to fostering a positive and equitable workplace.

• 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

Day-to-day

As a Manager, Customer Experience, your daily responsibilities will revolve around leading your team to deliver exceptional service and operational excellence. You will be instrumental in guiding your colleagues, resolving customer concerns, and ensuring the branch runs smoothly, all while upholding TD Bank's commitment to a legendary customer experience.

• 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.

Compensation and perks

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 are designed to allow colleagues to progress through the salary range over time as they advance in their career. The base pay offered will vary based on your skills, experience, job-related knowledge, and other specific business needs.

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. We are 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.

• Base salary
• Variable compensation
• Health and well-being benefits
• Savings and retirement programs
• Paid time off
• Banking benefits and discounts
• Career development
• Reward and recognition programs

If you’re interested in a specific career path or are looking to build certain skills, TD wants 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. We will also provide training and onboarding sessions to ensure you have everything you need to succeed in your new role, fostering a respectful workplace where diverse perspectives are valued and everyone has fair opportunities to grow.