Senior Manager, Contact Center

Work Location:

Hours:

Line of Business:

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 at TD. Our 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.

Job Description:

This role provides leadership and direction through group managers and team managers and is responsible for managing key relationships and achieving business performance and results.

Leads and manages a large and significant multi-faceted business function with overall accountability for providing strategic direction, guidance on a broad and diverse range of complex service and advice activities and/or specialized support on all products and services.

KEY ACCOUNTABILITIES

CUSTOMER

• Lead, coach and develop a team of service and advice Colleagues on services, product and advice informational conversations and/or advice-giving service and sales strategies and tactics to improve the overall customer experience which includes improving overall financial confidence in both colleagues and customers
• Oversees the development of service and advice Colleagues within the center on advice / guidance/ solution giving strategies and tactics to improve overall customer / partner experience
• Leads the execution and achievement of the team's customer / partner experience targets by coaching and modelling appropriate behaviours
• Set service and control standards aligned to overall business objectives and oversee / monitor deliverables and results
• Develop and maintain relationships with internal and external partners for the purpose of delivering optimal customer service
• Primary escalations point for significant risk matters / exceptions

SHAREHOLDER

• Work closely with key business leaders to develop business plan, ensuring the optimal use of resources and leverage TD's operating model to maximize efficiency, effectiveness and scale
• Plan and execute business development activities, review and communicate results, and adjust tactics accordingly results, and adjust tactics accordingly
• Execute on the annual business plan to deliver results aligned with business strategies
• Manage overall budget, revenue and expenditures, meet business objectives while increasing efficiency and effectiveness
• Proactively identify key business opportunities, research and recommend enhancements / modifications, develop strategies to achieve recommendations and work closely with team to execute and implement
• Monitor and communicate the effectiveness of strategies, programs, and practices related to own area of expertise
• Protect the interests of the organization – identify and manage risks, and escalate non-standard, high risk transactions / activities as necessary
• Keep abreast of emerging issues, trends, and evolving regulatory requirements and assess potential impacts
• Maintain a culture of risk management and control, supported by effective processes in alignment with risk appetite
• Ensure Colleagues are knowledgeable; and assume responsibility to minimize operational and regulatory risk by complying with Bank and industry Code of Conduct

EMPLOYEE / TEAM

• Contributes to the development of business segment and/or enterprise functional strategic priorities within their operational area or field of specialty
• Participate annual and/or long-term plans for own area and influences plans well beyond area managed
• Responsible for management of the overall team providing both leadership and guidance
• Manage targets and objectives for the team, and deliver results that have been set
• Grow team expertise to align with business/enterprise demand and direction; assess team skills and capabilities and continually look for ways to provide and enhance the value delivered
• Lead a high performing team; provide on-going feedback and performance reviews, coach and develop colleagues and ensure performance management activities are undertaken and provide regular input into colleague assessments and development plans
• Lead the process of setting performance objectives for the team; track, monitor and effectively address and/or reward performance in a timely manner
• Manage colleagues in compliance with all human resources policies, procedures and guidelines of conduct
• Share knowledge, information, skills, and subject matter expertise among the team and ensure the timely communication of issues and encourage good working relationships with other functions and teams
• Support an environment where team freely escalates business challenges; facilitate change through positive reinforcement of milestones and successes
• Recruit for all hires to ensure a highly diverse, qualified workforce to achieve business objectives
• Establish and foster a cohesive team; promote a fair and equitable environment that supports a diverse workforce and encourage the team to achieve common goals and objectives
• Act as a brand ambassador for your business area/function and the bank, both internally and/or externally

BREADTH & DEPTH

• Responsible for managing multiple, broad and highly complex teams which are diverse in scope
• Sets strategic direction for the center, works autonomously in the management of the unit and collaborates with other business heads to establish and execute on common goals
• Directs / manages large-scale center that may span across multiple areas / businesses, involving significant scope and complexity
• Understands enterprise strategic direction (including financials) and champions alliances to benefit the Bank, advocates for operational / process improvements to enhance value to the organization
• Directs the development of resolutions, plans and strategies for business advancement
• Key partner contact with cross-functional teams across TDBG or external contacts and/or customers
• Generally reports to an Executive

EXPERIENCE & EDUCATION

• Undergraduate degree and/or
• 10+ years relevant experience
• NOTE: Roles within this job family may require various accreditations and/or licenses based on the business supported and/or regulatory requirements

Who We Are:

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 leader in customer experience, that is why we believe that all colleagues, no matter where they work, are customer facing. As we build our business and deliver on our strategy, we are innovating to enhance the customer experience and build capabilities to shape the future of banking. Whether you've got years of banking experience or are just starting your career in financial services, we can help you realize your potential. Through regular leadership and development conversations to mentorship and training programs, we're here to support you towards your goals. As an organization, we keep growing – and so will you.

Our Total Rewards Package
Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical, and mental well-being goals. Total Rewards at TD includes a base salary, variable compensation, and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off, banking benefits and discounts, career development, and reward and recognition programs. Learn more

Additional Information:
We're delighted that you're considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we're committed to providing the support our colleagues need to thrive both at work and at home.

Please be advised that this job opportunity is subject to provincial regulation for employment purposes. It is imperative to acknowledge that each province or territory within the jurisdiction of Canada may have its own set of regulations, requirements.

Colleague Development
If you're interested in a specific career path or are looking to build certain skills, we want to help you succeed. You'll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities. Whether you have a passion for helping customers and want to expand your experience, or you want to coach and inspire your colleagues, there are many different career paths within our organization at TD – and we're committed to helping you identify opportunities that support your goals.

Training & Onboarding
We will provide training and onboarding sessions to ensure that you've got everything you need to succeed in your new role.

Interview Process
We'll reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.

Accommodation
Your accessibility is important to us. Please let us know if you'd like accommodations (including accessible meeting rooms, captioning for virtual interviews, etc.) to help us remove barriers so that you can participate throughout the interview process.
We look forward to hearing from you!

Language Requirement (Quebec only):