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Team Manager

Reference ID: 233822BR

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Company Overview

Tell us your story. Don't go unnoticed. Explain why you're a winning candidate. Think "TD" if you crave meaningful work and embrace change like we do. We are a trusted North American leader that cares about people and inspires them to grow and move forward.

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Department Overview

  • Manages a team of service / sales representatives and provides day-to-day team leadership, work direction to ensure effective and efficient operations and delivery of services and solutions. Lead, coach and develop employees to achieve business results and objectives.

Job Description
• Lead and coach a team of service / sales employees on service product and / or sales advice conversations providing strategies and tactics to improve overall customer / partner experience
• Owns the execution of day to day operational activities to maintain effective and efficient customer / partner services
• Monitor service delivery against standards, implement actions to ensure business results are consistently achieved
• Coach to ensure customer / partner problems are handled appropriately and personally participate in the negotiation and resolution
• Contribute to the execution and achievement of the team and the business' customer / partner experience goals by coaching / modeling appropriate attributes and behaviors
• Develop and maintain relationships with internal and external partners for the purpose of delivering optimal customer service
• Represent the team as the first management level point of escalation for customer / partners

• Support the development and implementation of sales strategies to achieve business objectives and sales goals
• Coach and develop employees to proactively identify customer product and services needs and to deliver on the business sales, advice strategies and individual goals
• Identify and develop relationships with existing customers and external referral sources to generate demand for products/services
• Achieve business objective for Operational Excellence
• Ensure necessary due diligence to support the accuracy of all customer transactions / activities
• Follow and ensure employees understand and apply bank operating policies and procedures
• 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 employees are knowledgeable; and assume responsibility to minimize operational and regulatory risk by complying with Bank and industry Code of Conduct

• Lead and support a high performing team; provide on-going feedback and performance reviews, coach and develop employees and ensure performance management activities are undertaken and completed for all employees
• Contribute to the process of setting performance objectives for the team; track, monitor and effectively address and/or reward performance in a timely manner
• Manage employees 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
• 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

• Leads a team, responsible for a wide range of processes, and in completing day-to-day processes / transactions / activities, involving multiple steps, systems, and jurisdictions
• Requires advanced skills and expertise in a range of products and services, processes, procedures and systems in a set of focus areas, where transactions could be characterized by moderate risk
• Requires intermediate level of process management knowledge and a good understanding of the business and operational function areas supported
• Closely monitors workflows, prioritizing tasks and delegating duties and responsibilities and 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) for functional area
• Decision making authority and ambiguity of issues managed generally limited to less complex, non-standard issues or exceptions
• Effectively handles day-to-day issues, determining the most appropriate course of action for resolution

Additional Information
• Undergraduate degree and/or
• 3+ years relevant experience



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.

Posted: February 12, 2019
Closes: April 13, 2019
Email Address:
Company Info
10,000+ employees
Banking & Finance

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About TD

The Toronto-Dominion Bank & its subsidiaries are collectively known as TD Bank Group (TD). TD is the sixth largest bank in North America by branches & serves approximately 22 million custom...