Customer Experience Operations Manager

Personal & Commercial Banking

2200 $/$22.00 - 2721 $/$27.21 CAD

TD is committed to providing fair and equitable compensation opportunities to all colleagues. 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. CUSTOMER
Create an exceptional customer experience with every customer interaction and contribute to the ongoing improvement of the overall branch customer experience through service and advice
Assist with responding and resolving customer concerns escalating when necessary
Identify customer needs and determine solutions to customer problems and open a limited range of products and/or services for customers

Support the achievement of business objectives by supporting advice goals
Promote products advice services and banking capabilities
Understand and apply operating policies and procedures
Support the timely and accurate completion of business processes and procedures
Escalate non-standard or high-risk transactions / activities as necessary
Support and participate in process improvement opportunities
Ensure necessary due diligence to support the accuracy of all customer transactions / activities
Be knowledgeable of and comply with Bank Code of Conduct

Support the team by continuously developing knowledge in own area
Participate in personal performance management and development activities including cross training within own team
Contribute to a fair positive and equitable environment that supports a diverse workforce
Act as a brand champion for your business area/function and the bank both internally and/or externally

Requires established customer service skills to perform a range of routine activities and multi-step customer transactions generally with limited financial impact
Requires a broad knowledge regarding basic product suite of business supported
Evaluates and recommends customer solutions from established options
Understands how the assigned duties relate to others in the customer or advice team and how the team integrates with others
Identifies and assesses customer problems in straight forward situations using standard procedures and escalates non-standard issues internally; Impacts team results through the quality of the services or information provided to customers
Follows standardized advice and customer service procedures and practices and recommends opportunities to improve processes in their own work area
Requires working knowledge and skills developed through formal training or work experience
Generally reports to a Manager Customer Experience or Branch Manager

High School diploma and/or
~Post-Secondary or Undergraduate degree (in related field) preferred

TD is one of the worlds 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 95000 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 youve 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 were here to support you towards your goals. 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. Were delighted that youre considering building a career with TD. Through regular development conversations training programs and a competitive benefits plan were committed to providing the support our colleagues need to thrive both at work and at home.

If youre interested in a specific career path or are looking to build certain skills we want to help you succeed. Youll 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 were committed to helping you identify opportunities that support your goals.

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

We do our best to communicate outcomes to all applicants by email or phone call.

Please let us know if youd 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.
Language Requirement (Quebec only):