Senior Manager, Business Customer Assistance

Work Location:

Hours:

Line of Business:

Pay Details:

TD 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:

This role provides leadership and direction through group managers and team managers and is responsible for managing key relationships and achieving business performance and results. Leads and manages a large and significant multifaceted business function with overall accountability for providing strategic direction guidance on a broad and diverse range of complex service and advice activities and/or specialized support on all SBB products and services

Customer

Lead coach and develop a team of service and advice Colleagues on services product and advice informational conversations and/or advice-giving strategies and tactics to improve the overall customer experience which includes improving overall financial confidence in both colleagues and customers

Oversees the development of service and advice Colleagues within the center on advice / guidance/ solution giving strategies and tactics to improve overall customer / partner experience

Leads the execution and achievement of the teams customer / partner experience targets by coaching and modelling appropriate behaviours

Set service and control standards aligned to overall business objectives and oversee / monitor deliverables and results

Develop and maintain relationships with internal and external partners for the purpose of delivering optimal customer service

Primary escalations point for significant risk matters / exceptions

Shareholder

Work closely with key business leaders to develop business plan ensuring the optimal use of resources and leverage TDs operating model to maximize efficiency effectiveness and scale

Plan and execute business development activities review and communicate results and adjust tactics accordingly results and adjust tactics accordingly

Execute on the annual business plan to deliver results aligned with business strategies

Manage overall budget revenue and expenditures meet business objectives while increasing efficiency and effectiveness

Proactively identify key business opportunities research and recommend enhancements / modifications develop strategies to achieve recommendations and work closely with team to execute and implement

Monitor and communicate the effectiveness of strategies programs and practices related to own area of expertise

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 and Ethics

Employee / Team

Cultivate and model the Colleague Promise to support colleague growth and a culture of care; make an impact at work and in our communities by leading with authenticity and supporting well being to creativity and curiosity; where every colleague and customer are valued respected and listened to; committed to a common goal and collaborate to move with speed and get things done

Demonstrate inclusive leadership by taking meaningful action with intention to support colleagues and customers across all dimensions of diversity including those from underrepresented communities being actively anti-racist attracting and retaining diverse slate of candidates nurturing mutual respect inclusivity of thought and collaboration to drive successful results

Sustain identify strong talent recruit and develop a diverse talent pipeline of qualified workforce to innovate and maximize individual strengths to lead to a better business outcome

Enable colleague growth by encouraging colleague development to achieve career and business objectives; ensuring timely feedback motivating appreciation and recognition to all colleagues

Enable a continuous learning culture by proactively seeking listening to and actioning feedback from peers and from colleague listening opportunities to continuously improve the colleague experience and grow your personal leadership

Foster an environment that promotes sharing of knowledge information skills and subject matter expertise among the team; ensure timely management and escalation of issues and create opportunities represent TDs brand

Connect the alignment of colleagues contributions with the TD Shared Commitments Build and retain an engaged and diverse team that embraces diversity of thought to collaborate with other functions and teams

Lead your team through change and create an environment where teams feel psychologically safe to challenge current practices by modeling resiliency and flexibility communicating a compelling vision with clarity and empowering colleagues to drive innovation

Contributes to the development of business segment and/or enterprise functional strategic priorities within their operational area or field of specialty that drive results Develops annual and/or long-term plans for own area that are aligned with enterprise wide priorities reinforcing a focus on results that align to One TD

Foster a high-performance culture by setting team targets and objectives promoting and facilitating on-going feedback/coaching and conducting Quarterly Check-Ins for all colleagues to drive accountability and business results Manage employees in compliance with all human resources policies procedures and guidelines of conduct

Breadth & Depth

Responsible for managing multiple broad and highly complex teams which are diverse in scope

Sets strategic direction for the center works autonomously in the management of the unit and collaborates with other business heads to establish and execute on common goals

Directs / manages large-scale center that may span across multiple areas / businesses involving significant scope and complexity

Understands enterprise strategic direction (including financials) and champions alliances to benefit the Bank advocates for operational / process improvements to enhance value to the organization

Directs the development of resolutions plans and strategies for business advancement Key partner contact with cross-functional teams across TDBG or external contacts and/or customers

Generally reports to an Executive

Experience & Education

Undergraduate degree and/or 10 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):