Manager, Customer Experience I
TD
Val D'Or, Quebec, Canada
1d ago

Job Description

Do you have a natural ability for people management and a passion for providing an extraordinary customer experience? Can you mentor a team to champion a relationship of trust and confidence with customers and amongst each other?

Then we have an excellent opportunity for you. We are currently hiring for the position of Manager, Customer Experience I where you will build, guide and inspire a team to accomplish personal development objectives.

In this role, a typical day at work may look like :

  • Mentor the team on resolving customer complaints and offering personalized advice while enabling the senior service team to act as a point of escalation in ensuring every interaction is legendary
  • Handle daily branch administrative duties and support frontline staff to maintain professional space and environment in the branch in common areas in line with marketing and regulatory guidelines
  • Liaise with partners to provide customers with the best banking solutions to their financial needs
  • Maintain optimal employee scheduling to meet customer demands and compliance requirements; resolve and recommend improvements in daily operations to achieve operational excellence
  • Build and lead a diverse team by using employee talent optimally and ensuring their performance management activities are undertaken and completed
  • Keep the team updated about end-to-end processes, policies, procedures, TD's Code of Conduct and Ethics, emerging issues, trends, and industry regulations to offer the best customer experience
  • Help build an informative and fair work environment by sharing skills and knowledge, promoting open dialogue and motivating team
  • Coach the team to ensure customer issues are handled in a timely way, appropriately and consistent with customer problem resolution guidelines
  • Job Requirements

  • Undergraduate degree with over 2 years of relevant work experience
  • Sound knowledge of processes management, business and operational functions including banking solutions and concepts
  • Proficiency in software tools including MS Office, and internet applications
  • Tactful communicator who can exchange ideas and customer information in a concise and logical way
  • A self-initiator with strong organizational, planning and time management skills
  • A dynamic leader with strong influential skills to delegate duties and work expertly with customers and employees in a fast-paced work environment
  • A dedicated people manager who can coach and handle a team for effective customer experience
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