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Posted: 
2020-10-30
Job Type: 
Full Time
Employment length: 
Permanent
Language requirements: 
English
Education requirements: 
Secondary (high) school graduation certificate
Job experience: 
1 year to less than 2 years
Job industry: 
Banking
Call Centre
Financial Services
Job Location: 
Montreal

Do you have a natural ability for people management and a passion for providing an extraordinary customer experience? Can you mentor a team to champion a relationship of trust and confidence with customers and amongst each other? Then we have an excellent opportunity for you. We are currently hiring for the position of Manager, Customer Experience I where you will build, guide and inspire a team to accomplish personal development objectives.

In this role, a typical day at work may look like:

  • Mentor the team on resolving customer complaints and offering personalized advice while enabling the senior service team to act as a point of escalation in ensuring every interaction is legendary
  • Handle daily branch administrative duties and support frontline staff to maintain professional space and environment in the branch in common areas in line with marketing and regulatory guidelines
  • Liaise with partners to provide customers with the best banking solutions to their financial needs
  • Maintain optimal employee scheduling to meet customer demands and compliance requirements; resolve and recommend improvements in daily operations to achieve operational excellence
  • Build and lead a diverse team by using employee talent optimally and ensuring their performance management activities are undertaken and completed
  • Keep the team updated about end-to-end processes, policies, procedures, TD's Code of Conduct and Ethics, emerging issues, trends, and industry regulations to offer the best customer experience
  • Help build an informative and fair work environment by sharing skills and knowledge, promoting open dialogue and motivating team
  • Coach the team to ensure customer issues are handled in a timely way, appropriately and consistent with customer problem resolution guidelines