TD is one of the world's leading global financial institutions and the fifth largest bank in North America by branches. We serve over 27 million households and businesses in Canada, the United States, and globally. Our more than 95,000 colleagues are dedicated to fostering deeper relationships, ensuring disciplined execution, and building a simpler, faster banking experience. At TD, we are committed to being leaders in client experience, believing that all colleagues are client-facing.
At TD Canada Trust, we are the frontline of TD Bank, building deep and lasting relationships with our customers. We provide customer service transactions, information, and advice on services, products, and solutions to existing and prospective customers. We understand customer needs, identify opportunities to promote products and services, and refer customers to the appropriate team members or partners, always ensuring a positive customer experience. Join us and embody our values: Think like a customer, Act like an Owner, Innovate with purpose, and Execute with Speed and Impact.
About the Role
Are you passionate about connecting with people and providing dynamic leadership to ensure a seamless and impactful customer experience? As a Manager, Customer Experience Trainee, you will offer your expertise in creating meaningful and memorable customer interactions. This full-time position is based in Dollard-des-Ormeaux, Québec, with a 37.5-hour work week within Personal & Commercial Banking. The base pay for this role ranges from $59,500 to $84,000 CAD, with compensation varying based on skills, experience, knowledge, and geographic location. TD is committed to fair and equitable compensation and supports colleague growth and skill development.
In this role, you will mentor a team, showcasing exceptional customer experiences and achieving operational excellence and personal development objectives. You will meet customer demands and compliance requirements by maintaining employee scheduling and ensuring all policies, procedures, and guidelines of conduct are followed. Collaboration with One TD partners is key to helping customers in ways that best suit their needs. You will support frontline staff in resolving complaints, encouraging senior team members to act as escalation points and taking personal ownership as required.
You will coach the team on advice-giving and customer conversation strategies to improve and promote a legendary customer experience. This includes leading the team to monitor workflows, prioritise tasks, assign duties, and resolve operational issues. You will also administer complex daily branch administrative duties and maintain customer-facing areas of the branch according to premises, marketing, and regulatory guidelines. Furthermore, you will lead a high-performing team by providing ongoing performance feedback and ensuring performance management activities are completed, fostering a fair, positive, and equitable environment.
This opportunity includes a mobility clause requiring you to be mobile within the assigned district. Upon completing the training programme, you will be assigned to a compatible position, which may involve a transfer and geographic relocation to another TD location within your assigned region. Geographic mobility is a condition of this employment.
What You'll Bring
To succeed in this role, you will need an undergraduate degree and/or over three years of relevant work experience. A sound knowledge of process management, business, and operational functions, including banking solutions and concepts, is essential. Proficiency in software tools, including MS Office and internet applications, is also required.
You will be a tactful and diplomatic communicator, able to exchange ideas and information with customers, partners, and management concisely and logically. We are looking for a highly organised individual with strong planning and time management skills. As a dynamic leader, you will possess strong influential skills to work expertly with customers and employees in a fast-paced work environment.
Our Commitment to You
TD is committed to your success and provides a comprehensive Total Rewards package. This includes a competitive base salary, variable compensation, health and well-being benefits, savings and retirement programmes, paid time off, banking benefits and discounts, career development opportunities, and reward and recognition programmes. We support our colleagues in achieving their financial, physical, and mental well-being goals.
We invest in colleague development through regular career and performance conversations with managers, access to an online learning platform, and a variety of mentoring programmes to help unlock future opportunities. We provide training and onboarding sessions to ensure you have everything needed to succeed in your new role.
We 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. Your accessibility is important to us, and we are happy to provide accommodations throughout the interview process. Please let us know if you require any support. For roles in Québec, proficiency in a language other than French is required to support clients needing services in another language.
