Manager of Customer Service Trainee
TD Bank Group
Fort St John, , Canada
10d ago

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Department Overview

TD Canada Trust is TD's customer-focused personal and small business banking business. Serving more than 11 million customers nationally, TD Canada Trust provides a full range of financial products and services through its branch banking network, telephone, internet banking, and TD Green Machine’ automated banking machines.

Job Type Regular Job Status Full Time Hours It is understood that you will have flexibility to work evenings and weekends when required on a rotational basis as part of the branch team.

Business line TD Canada Trust Job Category - Primary Retail Banking - Management Job Category(s) Retail Banking - Management Job Description

The Manager Customer Service & Sales manages a team of service and sales employees promoting a legendary customer and employee experience while increasing shareholder value.

The role will lead, coach and develop employees toward achieving business, professional and personal development objectives, and is responsible for scheduling branch staff, branch administration and for growing the business through the development of existing and new business opportunities.

The Manager Customer Service & Sales reports to the Branch Manager.

Job Requirements Customer Experience

  • Lead, coach and model exceptional service at every customer interaction
  • Ensure employee scheduling is optimal to meet customer demands and ensure compliance with internal Hours of Work Policies
  • Lead on the execution of the branch CEI plan and support achievement of CEI objectives
  • Coach to ensure customer problems are handled appropriately, and participate in the negotiation and resolution where necessary
  • Lead and coach the team on advice giving strategies to improve the overall customer experience
  • Proactively demonstrate lobby leadership in the customer lounge, help & advice area and in self serve areas of the branch with the goal to deliver a legendary customer experience and create a positive First Impression’ by greeting and engaging them in a range of sales, service and informational conversations
  • Ensure the customer area is professional and inviting in appearance Develop and Manage the Team / Teamwork
  • Lead and apply the performance management process, supporting employees in their personal and performance development by utilizing learning maps and external courses, as appropriate
  • Develop and manage the service team by recruiting, training, coaching and recognizing employees
  • Engage in and support the training and development of employees with both internal and external training
  • Create and foster a cohesive team and promote a positive work environment
  • Lead and follow-up on action plans to improve the employee experience Business Results
  • Meet or exceed branch business objectives by executing branch business plan
  • Coach team to deliver on branch business objectives by meeting or exceeding individual sales & referral goals
  • Coach team to understand customer needs and provide advice and appropriate products and services
  • Coach team on identifying customer needs and referring them to Branch employees or internal Bank partners as appropriate
  • Coach team to contribute to the achievement of branch business objectives Internal Practices & Processes
  • Achieve branch objective for Operational Excellence
  • Follow and ensure staff are knowledgeable of and comply with Bank and industry codes of conduct and with securities laws and regulations
  • Follow and ensure staff understand and apply bank / branch operating policies and procedures which may include assuming responsibility for the branch opening and closing procedures on a rotational basis
  • Ensure necessary due diligence is taken to support the accuracy of all customer transactions
  • Additional Information

    It is understood that you will have flexibility to work evenings and weekends when required on a rotational basis as part of the branch team.


    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.

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