Manager, Customer Experience - TD Bank, Montréal

The Opportunity

TD Bank is seeking a dynamic Manager, Customer Experience for future opportunities in Montréal, Québec. This role is a vital part of the Personal & Commercial Banking team at TD Canada Trust, where the focus is on building deep, lasting relationships with customers. If you're looking for TD Bank jobs in Montréal that offer significant impact and career growth, this could be your next step. As one of the leading financial institutions, TD is committed to providing an exceptional customer experience and fostering a supportive environment for its colleagues. This administration jobs Montréal opportunity allows you to lead a high-performing team, ensuring operational excellence and a legendary customer experience. Join TD Bank careers and contribute to reimagining banking for clients, colleagues, and communities.

Skills and Experience

To excel in this Manager, Customer Experience role, candidates should possess a strong foundation in banking solutions and operational functions, coupled with proven leadership abilities. This administration jobs Montréal opportunity requires a blend of academic background and practical experience to effectively guide a team and manage complex daily branch duties.

• 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 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
• Good communicator with go-getter attitude

What You'll Do

As a Manager, Customer Experience, you will play a pivotal role in shaping the customer journey and fostering a high-performance team culture. Your responsibilities will span from direct team mentorship to ensuring operational compliance and enhancing the overall customer experience at the branch. You will help colleagues develop their skills and deliver exceptional service.

• 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 Bank is dedicated to providing fair and equitable compensation, alongside a comprehensive Total Rewards package designed to support colleagues' financial, physical, and mental well-being. This commitment extends to fostering continuous career development and growth opportunities within the banking sector.

• Base salary: $59,500 - $84,000 CAD, with progression through the salary range based on skill development and role progression.
• Variable compensation.
• Health and well-being benefits.
• Savings and retirement programs.
• Paid time off.
• Banking benefits and discounts.
• Career development resources, including regular conversations with managers, online learning platforms, and mentoring programs.
• Reward and recognition programs.
• Training and onboarding sessions to ensure success in the new role.