Group Manager II, Contact Center
Group Manager II, Contact Center
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Job Description
Work Location:
Toronto Ontario CanadaHours:
37.5Line of Business:
Personal & Commercial BankingPay Details:
91 200 $/$91200 - 136 800 $/$136800 CADTD 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 have been designed to allow colleagues to progress through the salary range over time as they progress in their role. The base pay actually offered may vary based upon the candidates skills and experience job-related knowledge geographic location and other specific business and organizational needs.
As a candidate you are encouraged to ask compensation related questions and have an open dialogue with your recruiter who can provide you more specific details for this role.
Job Description:
KEY ACCOUNTABILITIES
CUSTOMER
- Lead coach and proactively model exceptional service at every customer interaction providing strategies and tactics to improve overall customer / partner experience
- Monitor service and control standards against overall business objectives
- Coach to ensure customer / partner problems are handled appropriately and personally participate in the negotiation and resolution
- Manage the execution and achievement of the team and the business customer / partner experience goals by coaching / modeling appropriate attributes and behaviors
- Act as a key liaison with internal and external partners for the purpose of delivering optimal customer service
- Key escalation points for significant risk / exceptions
SHAREHOLDER
- Contribute to the development and implementation of advice strategies to achieve business objectives and advice goals
- Plan and execute business development activities review and communicate results and adjust tactics accordingly
- Coach and develop Colleagues to proactively identify customer product and services needs and to deliver on the business advice advice strategies and individual goals
- Identify and develop relationships with existing customers and external referral sources to generate demand for products/services
- Achieve business objective for Operational Excellence
- Ensure necessary due diligence to support the accuracy of all customer transactions / activities
- Follow and ensure Colleagues understand and apply bank operating policies and procedures
- Protect the interests of the organization identify and manage risks and escalate non-standard high risk transactions / activities as necessary
- Keep abreast of emerging issues trends and evolving regulatory requirements and assess potential impacts
- Maintain a culture of risk management and control supported by effective processes in alignment with risk appetite
- Ensure Colleagues are knowledgeable; and assume responsibility to minimize operational and regulatory risk by complying with Bank and industry Code of Conduct
EMPLOYEE / TEAM
- Responsible for management of the overall team providing both leadership and guidance
- Manage targets and objectives for the team and deliver results that have been set
- Grow team expertise to align with business/enterprise demand and direction; assess team skills and capabilities and continually look for ways to provide and enhance the value delivered
- Lead 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 colleagues
- Lead the process of setting performance objectives for the team; track monitor and effectively address and/or reward performance in a timely manner
- Manage colleagues in compliance with all human resources policies procedures and guidelines of conduct
- Share 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 teams
- Support an environment where team freely escalates business challenges; facilitate change through positive reinforcement of milestones and successes
- Recruit for all hires to ensure a highly diverse qualified workforce to achieve business objectives
- Establish and foster a cohesive team; promote a fair and equitable environment that supports a diverse workforce and encourage the team to achieve common goals and objectives
- Act as a brand ambassador for your business area/function and the bank both internally and/or externally
BREADTH & DEPTH
- Oversees a large team with functional diversity and complexity where activities involve multiple step transactions multiple systems and jurisdictions higher volumes and/or medium to high complexity
- Work focus time horizon is generally medium to long term with moderate to high focus on strategic planning
- Requires expert process management knowledge and the risk profile for team processes supported
- Leads teams with multiple points of internal and external contact (may include direct contact with Customers)
- May manage over a diverse geographic jurisdiction
- Oversee management of team requiring workforce to decision on acceptable level of risk- Moderate to High risk potential (loss/reputational) for functional area
- Act as highest point of team escalation for resolution and provides direction to resolve issues or escalate
- Involves regular contact with cross-functional teams across TDBG or external contacts and/or customers
- Generally reports to a Senior Manager or an Executive
EXPERIENCE & EDUCATION
- Undergraduate degree and/or
- 7 years relevant experience
- NOTE: Roles within this job family may require various accreditations and/or licenses based on the business supported and/or regulatory requirements
Who We Are:
TD is one of the worlds leading global financial institutions and is the fifth largest bank in North America by branches/stores. Every day we deliver legendary customer experiences to over 27 million households and businesses in Canada the United States and around the world. More than 95000 TD colleagues bring their skills talent and creativity to the Bank those we serve and the economies we support. We are guided by our vision to Be the Better Bank and our purpose to enrich the lives of our customers communities and colleagues.
TD is deeply committed to being a leader in customer experience that is why we believe that all colleagues no matter where they work are customer facing. As we build our business and deliver on our strategy we are innovating to enhance the customer experience and build capabilities to shape the future of banking. Whether youve got years of banking experience or are just starting your career in financial services we can help you realize your potential. Through regular leadership and development conversations to mentorship and training programs were here to support you towards your goals. As an organization we keep growing and so will you.
Our Total Rewards Package
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. Total Rewards at TD includes a base salary variable compensation and several other key plans such as health and well-being benefits savings and retirement programs paid time off banking benefits and discounts career development and reward and recognition programs. Learn more
Additional Information:
Were delighted that youre considering building a career with TD. Through regular development conversations training programs and a competitive benefits plan were committed to providing the support our colleagues need to thrive both at work and at home.
Please be advised that this job opportunity is subject to provincial regulation for employment purposes. It is imperative to acknowledge that each province or territory within the jurisdiction of Canada may have its own set of regulations requirements.
Colleague Development
If youre interested in a specific career path or are looking to build certain skills we want to help you succeed. Youll 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. Whether you have a passion for helping customers and want to expand your experience or you want to coach and inspire your colleagues there are many different career paths within our organization at TD and were committed to helping you identify opportunities that support your goals.
Training & Onboarding
We will provide training and onboarding sessions to ensure that youve got everything you need to succeed in your new role.
Interview Process
Well reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.
Accommodation
Your accessibility is important to us. Please let us know if youd like accommodations (including accessible meeting rooms captioning for virtual interviews etc.) to help us remove barriers so that you can participate throughout the interview process.
We look forward to hearing from you!
Language Requirement (Quebec only):
Matrise dune langue autre que le franais pour offrir du soutien ou traiter avec des employs qui ont besoin de services et de soutien dans une langue autre que le franais.Required Experience:
Manager
Employment Type
Full-Time
