Manager Customer Service Charlottetown
TD Bank - Charlottetown, PE

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Job Description The Manager Customer Service manages a team of service employees promoting a legendary customer and employee experience while increasing shareholder value. The role will lead, coach and develop employees toward achieving business, professional and personal development objectives, and is responsible for scheduling Customer Service Representatives and general branch administration. The Manager Customer Service reports to either a more senior level MCS where applicable or to the Branch Manager.

Job Requirements Customer Experience

Lead, coach and model legendary service at every customer interaction
Ensure employee scheduling is optimal to meet customer demands and ensure compliance with internal Hours of Work Policies
Lead on the execution of the branch CEI plan and support achievement of CEI objectives
Coach to ensure customer problems are handled appropriately, and participate in the negotiation and resolution where necessary
Lead and coach the team on advice giving strategies to improve the overall customer experience
Proactively demonstrate lobby leadership in the customer lounge, help & advice area and in self serve areas of the branch with the goal to deliver an enhanced customer experience and create a positive “First Impression’” by greeting and engaging them in a range of sales, service and informational conversations
Ensure the customer area is professional and inviting in appearance
Develop and Manage the Team / Teamwork

Lead and apply the performance management process, supporting employees in their personal and performance development by utilizing learning maps and external courses, as appropriate
Develop and manage the service team by recruiting, training, coaching and recognizing employees
Create and foster a cohesive team and promote a positive work environment
Lead and follow-up on action plans to improve the employee experience
Business Results

Meet or exceed branch business objectives by executing branch business plan
Coach team to deliver on branch business objectives by meeting or exceeding individual sales & referral goals
Coach team to understand customer needs and provide advice and appropriate products and services
Coach team on identifying customer needs and referring them to Branch employees or TD partners as appropriate
Coach team to contribute to the achievement of branch business objectives
Internal Practices & Processes

Achieve branch objective for Operational Excellence
Follow and ensure staff are knowledgeable of and comply with Bank and industry codes of conduct and with securities laws and regulations
Follow and ensure staff understand and apply bank/branch operating policies and procedures -– which may include assuming
responsibility for the branch opening and closing procedures on a rotational basis
Ensure necessary due diligence is taken to support the accuracy of all customer transactions

Additional Information Preferred candidates will have a Post-Secondary Degree, strong sales and coaching in a retail environment and be mobile across Atlantic Canada.

It is understood that you will have flexibility to work evenings and weekends when required on a rotational basis as part of the branch team.