📌 Core Information
🔹 Job Title: Manager, Customer Experience
🔹 Company: TD
🔹 Location: Vancouver, British Columbia, Canada
🔹 Job Type: On-site
🔹 Category: 🎧 Customer Experience (CX)
🔹 Date Posted: April 2, 2025
🔹 Experience Level: 2-5 years
🔹 Remote Status: On-site
📌 Essential Job Details
🚀 Job Overview
Key aspects of this role include:
- Leading a team to ensure exceptional customer interactions and operational excellence
- Providing dynamic leadership to create meaningful customer experiences
- Supporting staff in resolving customer complaints
- Promoting continuous team development and improvement
ASSUMPTION: The job primarily involves leadership in customer service, requiring strong interpersonal skills and a proactive approach to client management.
📋 Key Responsibilities
✅ Mentor and guide a team to achieve operational and personal development objectives
✅ Maintain compliance and effectively schedule employees
✅ Collaborate with One TD partners to best meet customer needs
✅ Support frontline staff in complaint resolution and take ownership when needed
✅ Coach team on improving customer interactions and experiences
✅ Manage daily branch operations and customer-facing areas
✅ Drive team performance through regular feedback and performance management
ASSUMPTION: The manager will not only lead operational activities but also play a pivotal role in team coaching and development.
🎯 Required Qualifications
Education: Undergraduate degree
Experience: Over 3 years of relevant work experience
Required Skills:
- Strong organizational and time management skills
- Proficiency in MS Office and internet applications
- Sound knowledge of banking solutions and processes
Preferred Skills:
- Previous leadership experience in a banking environment
- Ability to mentor and develop team members
ASSUMPTION: Preference is likely given to candidates with direct banking and team management experience.
💰 Compensation & Benefits
Salary Range: $59,500 - $84,000 CAD
Benefits:
- Health and wellbeing benefits
- Savings and retirement programs
- Paid time off and banking benefits
Working Hours: 37.5 hours per week, fixed schedule
ASSUMPTION: Compensation might be influenced by experience, location, and individual performance.
📌 Applicant Insights
🔍 Company Context
Industry: Banking
Company Size: Over 95,000 employees worldwide, offering robust support and growth opportunities
Founded: Not specified
Company Description:
- TD is a leading global financial institution
- Focuses on delivering legendary customer experiences
- Advocates for its vision to Be the Better Bank
Company Specialties:
- Personal and commercial banking
- Asset management
- Insurance services
Company Website: https://careers.td.com/
ASSUMPTION: Extensive global presence offers diverse career pathways.
📊 Role Analysis
Career Level: Mid-level management
Reporting Structure: Likely reports to a senior manager within the branch
Work Arrangement: On-site, requiring close team interaction
Growth Opportunities:
- Professional development through training programs
- Potential for career advancement within TD’s extensive network
- Access to mentorship and leadership development
ASSUMPTION: TD’s growth platform supports long-term career progression.
🌍 Location & Work Environment
Office Type: Branch office with customer front-end operations
Office Location(s): Vancouver, British Columbia
Geographic Context:
- Located in a major Canadian city
- Regional hub for banking operations
- Diverse local customer base
Work Schedule: Standard business hours with potential flexibility
ASSUMPTION: High demand for customer service requires suited local experience.
💼 Interview & Application Insights
Typical Process:
- Initial application review
- Phone or virtual screening
- In-person interviews
Key Assessment Areas:
- Leadership and team management skills
- Customer service capability
- Problem-solving aptitude
Application Tips:
- Highlight relevant banking and management experience
- Prepare to discuss customer service philosophies
- Demonstrate adaptability and flexibility
ATS Keywords: Customer Experience, Leadership, Compliance, Team Management
ASSUMPTION: High emphasis on customer-centric experience and leadership qualities.
🛠️ Tools & Technologies
- MS Office Suite (Word, Excel, PowerPoint)
- TD’s banking software systems
- Internet applications for communication and operations
ASSUMPTION: Familiarity with modern banking technologies is crucial.
👔 Cultural Fit Considerations
Company Values:
- Customer focus
- Integrity
- Innovation
Work Style:
- Collaborative and team-oriented
- Proactive and solution-focused
- Fast-paced and dynamic environment
Self-Assessment Questions:
- Am I capable of leading in a shifting banking landscape?
- Do I embrace continuous learning and development?
- Can I manage and resolve customer concerns effectively?
ASSUMPTION: Candidates should resonate with TD’s people-oriented and innovative culture.
⚠️ Potential Challenges
- Managing a diverse team effectively
- Balancing customer service with compliance requirements
- Staying current with industry trends and practices
- Maintaining high performance in a demanding environment
ASSUMPTION: Key challenges include tight schedules and high customer expectations.
📈 Similar Roles Comparison
- Similar roles at other major banks may have comparable responsibilities
- Compensation packages may vary based on regional cost of living
- Opportunities for growth may be influenced by company size
ASSUMPTION: TD’s commitment to colleague growth could distinguish its roles from similar positions elsewhere.
📝 Sample Projects
- Developing customer service initiatives to enhance branch performance
- Implementing a new team management strategy
- Conducting workshops on customer service excellence
ASSUMPTION: Project involvement may vary depending on branch needs and manager interests.
❓ Key Questions to Ask During Interview
- What specific customer experience goals are set for this branch?
- How does TD support managers in professional development?
- Can you describe a successful project previously led by someone in this role?
- What are the biggest challenges currently facing this team?
- How is performance evaluated and success measured for this role?
ASSUMPTION: Understanding expectations and growth opportunities is critical for prospective managers.
📌 Next Steps for Applicants
To apply for this position:
- Submit your application through this link
- Prepare your resume with relevant experiences highlighted
- Ensure your online profiles are updated with recent achievements
- Practice responses to potential interview questions
- Be ready to provide references if requested
⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.
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