Assistant Branch Manager Trainee

Location: Calgary, Alberta

Work Location: Calgary, Alberta, Canada

Hours: 37.5

Line of Business: Personal & Commercial Banking

Pay Details: $69,700 - $98,400 CAD

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:

KEY ACCOUNTABILITIES

CUSTOMER

Lead, coach, and proactively model exceptional service at every customer interaction in the lobby, on the frontline, and in the service and advice offices

Responsible for maintaining optimal colleague scheduling to ensure customer demands and compliance requirements are met

Support and coach advisory colleagues on effective customer complaint resolution

Assist with maintaining a professional and inviting space in all common areas of the branch, adhering to premises, marketing, and/or regulatory guidelines; particularly, this role helps ensure that service and advice offices meet internal/external policies and/or regulatory requirements

Supports the execution of the branch LEI plan/objectives; assists with the execution of the branch advice plan/objectives

Lead and coach advisory team on advice giving strategies and overall product and services acumen

Lead and coach on advice delivery to improve the customer experience and overall profitability of the Bank

Ensure a coordinated and consistent banking presence in the market approach across One TD partners

Work collaboratively with TD Partners to ensure all Branch Banking customers are serviced in the channel best suited to their needs

Ownership/oversight of complex daily branch administrative duties, especially as it relates to investments and unsecured credit compliance

SHAREHOLDER

Manage the advice team promoting a positive customer and colleague experience

Lead and develop a team of advice colleagues; provide coaching on delivering effective customer service, product, advice conversations and/or advice-giving service; and support service and advice strategies and tactics to improve the overall customer experience

Coach to ensure customer issues are handled appropriately through customer problem resolution guidelines and personally participate in the negotiation and resolution where necessary; empower advice team to take ownership and assist frontline team, as necessary

Contribute to the execution and achievement of the team and the branch's customer experience targets by coaching / modeling appropriate attributes and behaviors

Ensure the customer area is professional and inviting in appearance, particularly as it relates to the service offices and advisory spaces

EMPLOYEE / TEAM

Lead and support a high performing team; provide on-going feedback and performance reviews, coach and develop colleagues and ensure performance management activities are undertaken and completed for all colleagues

Contribute to the process of setting performance objectives for the team; track, monitor and effectively address and/or reward performance in a timely manner

Ensure colleagues are in compliance with all TDBFG policies, procedures and guidelines of conduct (regarding customer interactions, products and services, etc.)

Manage colleagues in compliance of all policies, procedures and guidelines

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

Participate in the recruitment and selection process for all hires to ensure a highly diverse, qualified workforce to achieve business objectives

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 champion for your business area/function and the bank, both internally and/or externally

BREADTH & DEPTH

Manage a small team of service and advice professionals

Leads team in completing day-to-day processes / transactions /service and advice activities, involving multiple steps, systems, and jurisdictions

Requires advanced skills and expertise in a range of products and services, processes, procedures and systems, where transactions could be characterized by moderate risk

Requires intermediate level of process management knowledge and a solid understanding of the business and operational function areas supported

Closely monitors workflows, prioritizing tasks and delegating duties and responsibilities; work focus time horizon is generally short to medium term

Plans, organizes and coordinates the activities for own area and resolves operational issues

Manages team requiring workforce to decision on acceptable level of risk- low to moderate risk potential (loss/reputational)

Decision making authority and ambiguity of issues managed generally limited to moderately complex, non-standard issues or exceptions

Effectively handles day-to-day issues, determining the most appropriate course of action for resolution

Generally reports to a Branch Manager

*The successful candidate will be required to go to Three Hills, Alberta to provide support as necessary.

EXPERIENCE & EDUCATION

Undergraduate degree and/or

3+ years of relevant experience

Branch Compliance Officer (BCO) course

IFIC or CS