Work Location:

Canada

Hours:

37.5

Line of Business:

Personal & Commercial Banking

Pay 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 ACCOUNTABILITIES

CUSTOMER

• Manage the service and advice team promoting a positive customer and colleague experience
• Lead, coach and develop a team of service and advice colleagues on services, product and sales informational conversations and/or advice-giving service strategies and tactics to improve the overall customer experience which includes improving overall financial confidence in both colleagues and customers
• Coach to ensure customer issues are handled appropriately through customer problem resolution guidelines and personally participate in the negotiation and resolution where necessary
• Actively promote the Banks's image within the community through participation and leadership in community business groups, initiatives, fundraisers etc.
• Contribute to the execution and achievement of the team and the branch's service customer experience targets by coaching / modeling appropriate attributes and behaviors; leads the branch in the execution of advice plan/objectives
• Provide oversight of branch premises and ensure the customer and colleague areas are professional and inviting in appearance
• Ensure overall colleague scheduling is optimal to meet customer demands
• Include coaching and developing managers to achieve branch results
• Ownership/oversight of complex daily branch administrative duties, especially as it relates to mutual funds, RESL, and other complex/specific compliance-related issues

SHAREHOLDER

• Communicate national, regional and/or district strategies to the team and ensure alignment of branch strategies to the overall Bank
• Lead the development and implementation of service and advice strategies to achieve business objectives and branch goals
• Plan and execute business development activities, review and communicate 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
• Coach and develop colleagues to proactively identify customer product and services needs and to deliver on the business service and advice strategies and refer partners where necessary to support
• 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
• Work alongside other business lines including Wealth and Business Banking to stay abreast of emerging trends in the market, support referrals across business lines through ongoing training and coaching to branch colleagues
• Colleagues at higher levels may be responsible for acting as a leader in the provision of One TD services to customers, demonstrating cohesive partnership for business planning and community involvement

EMPLOYEE / TEAM

• Responsible for management of the overall team providing both leadership and guidance
• Set targets and objectives for the team, and holds the team accountable to deliver results and objectives
• 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 they deliver to customers
• 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
• Ensure colleagues are in compliance with all human resources policies, procedures and guidelines of conduct and escalate to the appropriate partners to manage colleague risk
• 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
• Colleagues at the highest levels may be responsible for acting as a leader in the District and/or Region for change management, performance measures/management, and talent pipeline development

BREADTH & DEPTH

• Manage a medium to large sized branch / team (based on TD Bank branch levelling criteria)
• Oversees and lead a medium and/or highly complex and diverse branch while growing talent, developing skills and capabilities to achieve career goals, support project / initiative success and achieve business results
• Requires deep expert process management knowledge and deep expert knowledge of the risk profile for team processes supported advanced knowledge in identifying, tracking and resolving gaps
• Provides coaching, mentorship and guidance to others within area of expertise
• Manages and oversees the overall discipline and strategy for the branch while aligning to enterprise best practices
• Oversee management of team requiring workforce to decision on acceptable level of risk- Moderate to High risk potential (loss/reputational)
• Acts as the highest point of escalation / contact within the branch for issues raised from customers, other internal groups and/or partners
• Involves regular contact with cross-functional teams across TDBG or external contacts and/or customers
• Generally reports to the District Leader or District Vice President

EXPERIENCE & EDUCATION

• Undergraduate degree and/or
• 5+ years of relevant experience
• Branch Compliance Officer (BCO) course
• IFIC or CSC

#LI-Retail

#IN-Retail

Who We Are:

TD is one of the world's 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 95,000 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 you’ve 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, we’re 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:
We’re delighted that you’re considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we’re committed to providing the support our colleagues need to thrive both at work and at home.

Colleague Development
If you’re interested in a specific career path or are looking to build certain skills, we want to help you succeed. You’ll 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 we’re committed to helping you identify opportunities that support your goals.
 

Training & Onboarding
We will provide training and onboarding sessions to ensure that you’ve got everything you need to succeed in your new role.

Interview Process 
We’ll 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 you’d 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:

Maîtrise d’une langue autre que le français pour offrir du soutien ou traiter avec des employés ou des collègues qui ont besoin de services et de soutien dans une langue autre que le français /This position requires proficiency in a language other than French to support or deal with customers who require services and support in a language other than French.