Manager, Customer Experience Trainee

Manager Customer Experience

Location: Ottawa, Ontario, Canada

Hours: 37.5 hours per week

Line Of Business: Personal & Commercial Banking

Pay: $59,500 - $84,000 CAD

Pay Details: 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  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.

Department Overview:
At TD Canada Trust, we are the frontline of TD Bank. We strive to build deep and long‑lasting relationships with our customers by performing a broad range of customer service transactions and providing information and advice on services, products, and solutions to existing or prospective TD customers. At the branch, we understand customer needs and identify opportunities to promote products and services to refer customers to the appropriate team member or internal Bank partner, while ensuring a positive customer experience.

Join TD Canada Trust and Think like a customer, Act like an Owner, Innovate with purpose and Execute with Speed and Impact.

• Mentor a team by showcasing exceptional experiences in every customer interaction and achieving operational excellence, and personal development objectives.
• Meet customer demands and compliance requirements by maintaining employee scheduling and ensuring all policies, procedures and guidelines of conduct are followed.
• Collaborate with One TD partners to help all customers in a way that suit their needs best.
• Support the frontline staff in resolving complaints as per customer problem resolution guidelines; encourage senior team members to act as a point of escalation and take personal ownership as required.
• Coach the team on advice‑giving and customer conversation strategies and tactics to improve and promote a legendary customer experience.
• Lead the team to monitor workflows, prioritize tasks and assign duties while resolving and improving operational issues.
• Administer complex daily branch administrative duties.
• Maintain customer facing areas of the branch as per premises, marketing, and regulatory guidelines.
• Lead a high performing team by providing ongoing performance feedback and ensuring their performance management activities are undertaken and completed.
• Help build a fair, positive and equitable environment by promoting team effectiveness, maintaining a positive attitude and improving knowledge of emerging industry trends and programs constantly.

• Undergraduate degree and/or over 3 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 application.
• Tactful and diplomatic communicator able to exchange ideas and information with customers, partners and management in a concise and logical way.
• A go‑getter with strong organizational, planning and time management skills.
• A dynamic leader with strong influential skills to work expertly with customers and employees in a fast‑paced work environment.

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…