Shire Veteran Jobs

Work Location:

Toronto, Ontario, Canada

Hours:

37.5

Line of Business:

Personal & Commercial Banking

Pay Details:

$59,500 - $84,000 CAD

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 candidate's 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:

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

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

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 (http://www.td.com/ca/en/about-td/who-we-are/benefits-of-working-at-td)

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.

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 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 (Quebec only):

Maîtrise d’une langue autre que le français pour offrir du soutien ou traiter avec des employés qui ont besoin de services et de soutien dans une langue autre que le français.

Federal law prohibits job discrimination based on race, color, sex, sexual orientation, gender identity, national origin, religion, age, equal pay, disability and genetic information.