Group Manager II, Banking Operations

TD Bank - Montréal, QC (30+ days ago)

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Department Overview

TD is a great organization powered by great people who want to make a difference every day. Our over 85,000 employees world-wide are a big part of what makes TD stand out from any other organization. Every day, we deliver legendary customer and client experiences to our approximately 22 million customers. We’re an award-winning organization that reinvests constantly to ensure future growth.
We’re recognized as an extraordinary place to work that embraces diversity, where everyone is respected and valued. TD is the sixth largest bank in North America by branches, with many exciting and challenging career opportunities in our four key businesses:

  • Canadian Personal and Commercial Banking - including TD Canada Trust and TD Insurance
  • Wealth Management - including TD Waterhouse and an investment in TD Ameritrade
  • U.S. Personal and Commercial Banking - including TD Bank, America’s Most Convenient Bank
  • Wholesale Banking - including TD Securities
Easyline is a fast paced, high volume, dynamic environment. Recognizing that sales is essentially an extension to superior customer service, Telephone Banking uses a compliance balanced scorecard approach between sales, customer service and productivity.

Job Description

Manage the Team Manager group to provide a legendary customer and employee experience while increasing shareholder value
Lead, coach and develop employees to achieve business results and professional/personal development objectives
Demonstrate leadership aligned with the TDBFG Guiding Principles and Management Practices
Typically, position reports to the Contact Centre Manager
FINANCIAL RESULTS

Participate in the planning process and execute on business activities, review and communicate results and adjust tactics accordingly.
Adhere to the principles of Sales and Service Management practices, coaching employees to setting goals, forecasting accurately, establishing action plans, and track
Demonstrate effective change management leadership and take an active role in facilitating and supporting change.
CUSTOMER

Lead, and coach the team on advice giving strategies and tactics to improve the overall customer experience
Listen to customer calls to support employee coaching and identify opportunities to improve the overall customer experience
Coach to ensure customer problems are handled appropriately through customer problem resolution guidelines and personally participate in the negotiation and resolution
Mobilize and utilize resources within the channel and Shared Services partners to deliver on the phone channel experience for customers
EMPLOYEE

Advance our high performance culture through supporting employees in their personal and professional development by utilizing tools and resources available
Participate in the recruitment and selection process for all hires to ensure a highly diverse qualified workforce to achieve business objectives
Create and foster a cohesive team and promote a positive work environment
Promote a fair and equitable environment that supports a diverse workforce and encourages the team to achieve common goals and objectives
Lead and apply the Sales & Service Management Practices and follow up on action plans to improve the overall employee experience. Coach employees and know how to lead high performing teams, communicating well, and taking the time to continuously coach and develop
Leverage and promote available Reward & recognition programs
Maintain strong relationships with partners by sharing best practices, knowledge and leveraging expertise
OPERATIONAL RESULTS & RISK MANAGEMENT

Adhere to professional practices and standards in order to maximize returns and operational efficiency
Maximize productivity by achieving planned adherence and Average Handle Time goals to ensure service levels are achieved
Lead team to achieve Operation Excellence objectives
Demonstrate through action, communication and coaching the operational, risk and compliance standards and foster the operational, risk and compliance culture expected at TD
Promote a strong risk management culture and ensure the business operates within the Bank’s risk appetite
Ensure employees are in compliance with bank and industry Codes of Conduct
Ensure employees understand and apply bank and contact center operating policies and procedures
Ensure compliance with Manager’s Handbook and Self Assessment Review
Identify, mitigate and report on risk issues per enterprise policy/guidelines and ensure appropriate escalation processes are followed.
COMMUNITY

Actively promote TD’s Brand within the community through participation and leadership in community business groups, initiatives, fundraisers, TD sponsored initiatives, community events, etc.
As a leader, provide focus within the business on TD’s environmental responsibility initiatives

Job Requirements

Job Requirements
Strong People Manager experience with coaching in a transparent performance culture and recognition
Experience managing larger groups, proven leadership capabilities
Proven ability to deliver performance results with larger groups
Demonstrated experience leading groups through change
Experience managing process and process improvement
Strong business acumen
Strong relationship management skills
Strong interpersonal and communication skills
Great problem solving skills

Inclusiveness

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.

Job Family

Retail / Commercial Operations

Job Category - Primary

Management / Consulting / Advisory

Job Category(s)

Management / Consulting / Advisory

Hours

37.5

Business Line

TD Canada Trust

Time Type

Full Time

Employment Type

Regular

Country

Canada

**Province/State (Primary)

Quebec

City (Primary)

Montreal

Work Location

7250 Mile End