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Manager, Customer Experience Trainee I

Vancouver, BC
Full Time
Company Overview

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Department Overview
Leads a team of service colleagues promoting a positive customer and colleague experience and provides day-to-day team leadership, work direction to ensure effective and efficient delivery of service / advice activities and/or solutions while maintaining compliance and regulatory guidelines.

The role will lead, coach and develop colleagues toward achieving operational excellence, branch advice and referral goals, overall branch results and personal development objectives.

  • Lead, coach, and proactively model exceptional service at every customer interaction in the lobby and on the frontline
  • Responsible for maintaining optimal colleague scheduling to ensure customer demands and compliance requirements are met
  • Support and coach frontline colleagues on effective customer complaint resolution
  • Assist with maintaining a professional and inviting space in all common areas of the branch, adhering to premises, marketing, and/or regulatory guidelines; particularly, this role helps ensure that the lobby and frontline meet internal/external policies and/or regulatory requirements
  • Leads the execution of the branch LEI plan/objectives; supports the execution of the branch advice plan/objectives
  • Lead and coach frontline team on advice giving strategies and overall product and services acumen
  • Lead and coach on advice delivery to improve the customer experience and overall profitability of the Bank
  • Ensure a coordinated and consistent banking presence in the market approach across One TD partners
  • Work collaboratively with TD Partners to ensure all Branch Banking customers are serviced in the channel best suited to their needs
  • Ownership/oversight of simple to complex daily branch administrative duties

Job Description

  • Manage the service team promoting a positive customer and colleague experience
  • Lead and develop a team of service colleagues, provide coaching on delivering effective customer service, product, advice conversations and/or advice-giving service; support service and advice strategies and tactics to improve the overall customer experience
  • Coach to ensure customer issues are handled appropriately through customer problem resolution guidelines and personally participate in the negotiation and resolution where necessary; empower senior service team to act as a point of escalation for customer concerns, and take personal ownership when concerns cannot be managed at junior levels
  • Contribute to the execution and achievement of the team and the branch's customer experience targets by coaching / modeling appropriate attributes and behaviors
  • Ensure the customer area is professional and inviting in appearance

  • Cultivate and model the Colleague Promise to support colleague growth, and a culture of care; make an impact at work and in our communities by leading with authenticity and supporting well being to represent TD's brand
  • Connect the alignment of colleague's contributions with the TD Shared Commitments
  • Support an engaged and diverse team where every colleague and customer are valued, respected, and listened to; committed to a common goal and collaborate to move with speed and get things done
  • Demonstrate inclusive leadership by taking meaningful action with intention to support colleagues and customers across all dimensions of diversity, including those from underrepresented communities, being actively anti-racist, attracting and retaining diverse slate of candidates, nurturing mutual respect, inclusivity of thought and collaboration to drive successful results
  • Participate in identifying talent in the recruitment and selection process for all hires to ensure a highly diverse, qualified workforce to achieve business objectives
  • Support colleague growth by encouraging colleague development to achieve career and business objectives; delivering timely motivating appreciation and recognition to all colleagues
  • Support a continuous learning culture by proactively seeking, listening to and actioning feedback from peers and from colleague listening opportunities to continuously improve the colleague experience and grow your personal leadership
  • Share knowledge, information, skills, and subject matter expertise among the team; ensure timely communication of issues, and encourage collaboration with other functions and teams
  • Support your team through change and promote an environment where teams feel psychologically safe to challenge current practices by modeling resiliency and flexibility, providing guidance and support on changing priorities and empowering colleagues to drive innovation
  • Lead a high-performance culture by setting team targets and objectives, providing on-going feedback/coaching and conducting Quarterly Check-Ins for all colleagues to drive accountability and business results
  • Manage employees in compliance with all human resources policies, procedures and guidelines of conduct


  • Manage a small team of service colleagues
  • Leads a team in completing day-to-day processes / transactions / activities, involving multiple steps, systems, and / or jurisdictions
  • Requires knowledge and understanding of a range of products and services, processes and systems in a set of focus areas, where transactions could be characterized by low to moderate risk
  • Requires 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 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 - specifically low risk potential (loss/reputational) transactions and/or requests
  • 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, or escalates as required
  • Generally reports to a Branch Manager

  • Undergraduate degree and/or
  • 2+ years of relevant experience



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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