Manager, Customer Experience Trainee (Toronto)

Job Title Manager Customer Experience Trainee

Work Location Toronto, Ontario, Canada

Hours 37.5 hours

Line of Business Personal & Commercial Banking

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

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.

Responsibilities

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 suits 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.

Requirements

Undergraduate degree and/or over 3 years of relevant work experience.

Sound knowledge of process management, business and operational functions including banking solutions and concepts.

Proficiency in software tools including MS Office and internet applications.

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.

Trainee Mobility This opportunity includes a mobility clause that requires a candidate to be mobile within the Assigned District. Upon completion of the training program, we intend to assign you to a position that will be compatible with your training. The timing of this posting will be determined by your progress in the training program and our ability to avail an appropriate prospect. This may involve a transfer and geographic relocation to another TD location within your assigned region. It is our understanding that you are mobile to any location in this region. You are also aware that your geographic mobility is a condition of this employment.

Language Requirement (Quebec Only) Sans Objet

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