TD Bank Group Manager D2D Banking in Auburn, Maine
Group Manager D2D Banking
About TD Bank, America's Most Convenient Bank®
TD Bank, America's Most Convenient Bank, is one of the 10 largest banks in the U.S., providing more than 8 million customers with a full range of retail, small business and commercial banking products and services at approximately 1,300 convenient locations throughout the Northeast, Mid-Atlantic, Metro D.C., the Carolinas and Florida. In addition, TD Bank and its subsidiaries offer customized private banking and wealth management services through TD Wealth®, and vehicle financing and dealer commercial services through TD Auto Finance. TD Bank is headquartered in Cherry Hill, N.J. To learn more, visit www.tdbank.com. Find TD Bank on Facebook at www.facebook.com/TDBank and on Twitter at www.twitter.com/TDBank_US .
TD Bank, America's Most Convenient Bank, is a member of TD Bank Group and a subsidiary of The Toronto-Dominion Bank of Toronto, Canada, a top 10 financial services company in North America. The Toronto-Dominion Bank trades on the New York and Toronto stock exchanges under the ticker symbol \"TD\". To learn more, visit www.td.com .
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The Group Manager D2D Banking provides overall direction, corporate vision, and communication to the assigned staff in the contact center on a day to day basis to drive efficiencies and raise the bar for both the Employee and Customer Experiences. The Group Manager D2D Banking demonstrates strong business acumen, a leadership presence, and has the ability to teach, influence, develop, coach, and motivate their team to achieve personal and team production goals. The Group Manager D2D Banking is expected to achieve a best in class team that influences positive change for the U.S. Phone Channel.
- Must be eligible for employment under regulatory standards applicable to the position.
Bachelors degree preferred
In absence of degree, progressive work experience in addition to experience below is required
5+ years related management experience required
Demonstrated leadership, delegation, coaching and mentoring skills
Demonstrated project management and multi-tasking skills
In-depth knowledge of principles, policy and practices related to Customer/Employee Experience, Call Centers, Customer Sales and Operations
Demonstrated ability to successfully balance competing priorities and make sound decisions within and outside of established policy
Strong analytical skills with ability to identify opportunities, trends, & develop/implement solid business solutions
Excellent communication skills, both verbal and written with ability to successfully influence at all levels
Demonstrated call center technology skills with strong PC Skills
Must be available to work flexible hours determined by the needs of the department which may include weekends, nights and holidays; Available Monday to Sunday, Rotating 1 weekend day every 5 weeks, evenings
Bi-lingual (Spanish) a plus
Provides people management leadership by hiring the best talent, setting goals, developing staff, managing employee performance and compensation decisions, promoting teamwork and handling any/all disciplinary actions, as required
Manages, develops, coaches, and motivates a group of Team Managers (TMs) and Banking Specialists to achieve Call Center efficiency metrics, sales, LEI, and quality targets
Ensures compliance to Call Center policies and procedures
Ensures performance and strategic plans are executed properly
Monitors productivity and performance effectiveness through call observations
Coaches staff to achieve department goals, including, but not limited to sales, efficiency metrics, and LEI
Participates in the selection, placement and training of new staff members
May develop, assess and evaluate Employee performance, may prepare appropriate action plans and may conduct performance reviews
Monitors calls and assigned team activities to ensure service and productivity standards are met
Continues to enhance reward and recognition programs to maximize the Employee Experience
Supports the implementation of company policies, procedures and practices
Ensures ongoing development and training of staff and assists with training and development efforts
Coaches staff to develop a solid knowledge of a wide variety of products and services
Develops, cultivates, and cross-trains employees for efficient call center operation and career advancement
Partners with Call Center Leadership team as well as other sites to maximize our service/quality levels
Resolves escalated Customer issues
Enforces adherence to budget
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 in and serve, and creating an environment where every employee has the opportunity to reach her/his potential.
If you are a candidate with a disability and need an accommodation to complete the application process, email the TD Bank US Workplace Accommodations Program at USWAPTDO@td.com . Include your full name, best way to reach you, and the accommodation needed to assist you with the application process.
EOE/Minorities/Females/Veterans/Individuals with Disabilities/Sexual Orientation/Gender Identity.
550 Center Street
TD Bank AMCB
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