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TD

Team Manager - Digital Enablement

TD
Location
Montreal, QC
Details
Full Time
4 days ago
Company Overview

Tell us your story. Don't go unnoticed. Explain why you're a winning candidate. Think "TD" if you crave meaningful work and embrace change like we do. We are a trusted North American leader that cares about people and inspires them to grow and move forward.

Stay current and competitive. Carve out a career for yourself. Grow with us. Here's our story: jobs.td.com

Department Overview

Every single day is an adventure! Within TD's Contact Center, you'll find a community of colleagues helping TD's 25+ million customers to achieve their life goals.

Your role within the Contact Center is essential to TD's success, as our customers are at the center of everything we do. You'll support customers and internal/external partners with a variety of financial services through inbound and outbound calls, and digital channels.

Grow, learn and lead; beyond your day-to-day work, you'll be supported with professional development and encouraged to build an exciting career at TD. You'll help deliver a legendary experience to our business, our customers' lives and our communities.

Job Description
Manages a team of service / advice representatives and provides day-to-day team leadership, work direction to ensure effective and efficient operations and delivery of services and solutions. Lead, coach and develop Colleagues to achieve business results and objectives.

Leads a team of service/advice Contact Center Representatives promoting a positive customer and Colleague experience. This role provides day-to-day team leadership and work direction to ensure effective/efficient delivery of personalized/complex sales activities and/or solutions while maintaining compliance and regulatory guidelines, especially as it relates to credit and investment products/services.

The role will lead, coach and develop Colleagues toward achieving operational excellence, performance targets, overall results and personal development objectives.

KEY ACCOUNTABILITIES

CUSTOMER
  • Lead, coach, and proactively model exceptional service at every customer interaction providing strategies and tactics to improve overall customer / partner experience
  • Owns the execution of day to day operational activities to maintain effective and efficient customer / partner services
  • Monitor service delivery against standards, implement actions to ensure business results are consistently achieved
  • Coach to ensure customer / partner problems are handled appropriately and personally participate in the negotiation and resolution
  • Contribute to the execution and achievement of the team and the business' customer / partner experience goals by coaching / modeling appropriate attributes and behaviors
  • Develop and maintain relationships with internal and external partners for the purpose of delivering optimal customer service
  • Represent the team as the first management level point of escalation for customer / partners

SHAREHOLDER
  • Support the development and implementation of advice strategies to achieve business objectives and advice goals
  • 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


Requirements

EMPLOYEE / TEAM
  • Lead 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 colleagues
  • Contribute to 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
  • Participate in the recruitment and selection process for all hires to ensure a highly diverse, qualified workforce to achieve business objectives
  • 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 champion for your business area/function and the bank, both internally and/or externally

BREADTH & DEPTH
  • Leads a team, responsible for a wide range of processes, and in completing day-to-day processes / transactions / activities, involving multiple steps, systems, and jurisdictions
  • Requires advanced skills and expertise in a range of products and services, processes, procedures and systems in a set of focus areas, where transactions could be characterized by moderate risk
  • Requires intermediate level of process management knowledge and a good understanding of the business and operational function areas supported
  • Closely monitors workflows, prioritizing tasks and delegating duties and responsibilities and work focus time horizon is generally short to medium term
  • Plans, organizes and coordinates the activities for own area and resolves operational issues
  • Manages team requiring workforce to decision on acceptable level of risk- Low to Moderate risk potential (loss/reputational) for functional area
  • Decision making authority and ambiguity of issues managed generally limited to less complex, non-standard issues or exceptions
  • Effectively handles day-to-day issues, determining the most appropriate course of action for resolution
  • Generally reports to a Group Manager

EXPERIENCE & EDUCATION
  • Undergraduate degree and/or
  • 3+ 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


Hours
37.5

Inclusiveness

At TD, we are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of our customers and communities in which we live and serve. If you require an accommodation for the recruitment/interview process (including alternate formats of materials, or accessible meeting rooms or other accommodation), please let us know and we will work with you to meet your needs.
Category
Banking, Finance and Insurance Sales and Marketing