Manager, Customer Experience - TD Bank, Saint-Léonard

Role Overview

At TD Canada Trust, the frontline of TD Bank, we are dedicated to building deep and lasting relationships with our customers. This Manager, Customer Experience role in Saint-Léonard, Québec, represents a pivotal opportunity within Personal & Commercial Banking. If you thrive on connecting with people from diverse backgrounds and providing dynamic leadership to ensure a seamless customer experience, this could be a significant step in your banking career. This position is part of future opportunities for TD Bank jobs in Saint-Léonard, contributing to a positive customer experience and operational excellence. It's an excellent chance to join TD Bank careers and make a real impact on customers' financial journeys. This administration job in Saint-Léonard is ideal for those passionate about fostering strong customer relationships.

What You'll Bring

To excel as a Manager, Customer Experience at TD Bank, you will bring a blend of academic foundation and practical expertise. This role requires a commitment to continuous development and fostering a supportive environment for your colleagues. You'll be instrumental in shaping the customer experience through your leadership and skills.

• 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 applications
• 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
• Good communicator with a go-getter attitude

Responsibilities

As a Manager, Customer Experience, your primary responsibilities will revolve around leading your team to deliver an exceptional customer experience and ensuring operational efficiency within the branch. You will play a crucial role in supporting your colleagues and helping customers with their banking needs, driving both individual and team development.

• 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 suits 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

What's On Offer

Joining TD Bank means becoming part of one of the world's leading financial institutions, deeply committed to a superior client experience. This role offers a comprehensive Total Rewards package designed to support your financial, physical, and mental well-being, alongside significant career development opportunities. TD fosters a respectful workplace where colleagues are encouraged to grow their expertise and achieve their career goals in banking. You will receive training and onboarding to ensure you have everything needed to succeed in this role, enhancing your professional development and overall colleague experience. We are committed to your success and offer diverse career paths where you can make a meaningful impact, helping clients and building lasting relationships.

• Competitive base salary and variable compensation
• Health and well-being benefits
• Savings and retirement programs
• Paid time off
• Banking benefits and discounts
• Career development and growth opportunities
• Reward and recognition programs
• Training and onboarding sessions