financial services manager
Title posted on CareerBeacon -
Manager, Customer Experience
Posted on
October 19, 2024
by
Employer details
TD Bank
Job details
Work Location:Medicine Hat, Alberta, CanadaHours:37.5Line of Business:Personal & Commercial BankingPay Details:We're committed to providing fair and equitable compensation to all our colleagues. As a candidate, we encourage you to have an open dialogue with a member of our HR Team and ask compensation related questions, including pay details for this role.Job Description:KEY ACCOUNTABILITIESCUSTOMERLead, coach, and proactively model exceptional service at every customer interaction in the lobby and on the frontlineResponsible for maintaining optimal colleague scheduling to ensure customer demands and compliance requirements are metSupport and coach frontline colleagues on effective customer complaint resolutionAssist 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 requirementsLeads the execution of the branch LEI plan/objectives; supports the execution of the branch advice plan/objectivesLead and coach frontline team on advice giving strategies and overall product and services acumenLead and coach on advice delivery to improve the customer experience and overall profitability of the BankEnsure a coordinated and consistent banking presence in the market approach across One TD partnersWork collaboratively with TD Partners to ensure all Branch Banking customers are serviced in the channel best suited to their needsOwnership/oversight of simple to complex daily branch administrative dutiesSHAREHOLDERManage the service team promoting a positive customer and colleague experienceLead and develop a team of service colleagues, provide coaching on delivering effective customer service, product, advice conversations and/or advice-giving service; support service and advice strategies and tactics to improve the overall customer experienceCoach 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 customer concerns, and take personal ownership when concerns cannot be managed at junior levelsContribute to the execution and achievement of the team and the branch's customer experience targets by coaching / modeling appropriate attributes and behaviorsEnsure the customer area is professional and inviting in appearanceEMPLOYEE / TEAMLead and support a high performing team; provide on-going feedback and performance reviews, coach and develop colleagues and ensure performance management activities are undertaken and completed for all colleaguesContribute to the process of setting performance objectives for the team; track, monitor and effectively address and/or reward performance in a timely mannerEnsure colleagues are in compliance with all TDBFG policies, procedures and guidelines of conduct (regarding customer interactions, products and services, etc.)Manage colleagues in compliance of all policies, procedures and guidelinesShare 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 teamsSupport an environment where team freely escalates business challenges; facilitate change through positive reinforcement of milestones and successesParticipate in the recruitment and selection process for all hires to ensure a highly diverse, qualified workforce to achieve business objectivesPromote a fair and equitable environment that supports a diverse workforce and encourage the team to achieve common goals and objectivesAct as a brand champion for your business area/function and the bank, both internally and/or externallyBREADTH & DEPTHManage a small team of service colleagues in Tier 4 branches only.Leads team i
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LocationMedicine Hat, AB
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Workplace information
On site
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SalaryNot available
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Terms of employment
Permanent employmentFull time
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Starts as soon as possible
- vacancies
1 vacancy
- Source
CareerBeacon
#2083113
Advertised until
2024-11-17
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