TD Bank Team Manager II, Bilingual in Mount Laurel, New Jersey
Team Manager II, Bilingual
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 Team Manager II – USCC (US) manages a team of service/sales representatives and provides overall direction, corporate vision and communication to assigned Colleagues in the Contact Center. The Team Manager II – USCC (US) provides day to day team leadership and work direction to ensure effective and efficient operations and raise the bar on providing Legendary Service to our Customers. This job leads, develops, coaches and motivates Colleagues to achieve personal/team production goals and professional/personal development objectives.
Bachelor's degree or progressive work experience in addition to experience below
2+ years' related experience required
Prior leadership experience or progressive responsible Contact Center/Bank experience
Ability to coach and mentor others
Ability to provide conflict resolution
Strong ability to successfully balance competing priorities in a fast-paced environment
Strong analytical skills with ability to identify problems and implement solutions
Strong communication skills, both verbal and written with ability to successfully influence others
Excellent Customer service and computer skills
Must be available to work flexible hours determined by the needs of the department which may include weekends, nights and holidays
Cross trained in a variety of queues within USCC preferred
Never: 0%; Occasional: 1-33%; Frequent: 34-66%; Continuous: 67-100%
Domestic Travel – Occasional
International Travel – Never
Performing sedentary work – Continuous
Performing multiple tasks – Continuous
Operating standard office equipment - Continuous
Responding quickly to sounds – Occasional
Sitting – Continuous
Standing – Occasional
Walking – Occasional
Moving safely in confined spaces – Occasional
Lifting/Carrying (under 25 lbs.) – Occasional
Lifting/Carrying (over 25 lbs.) – Never
Squatting – Occasional
Bending – Occasional
Kneeling – Never
Crawling – Never
Climbing – Never
Reaching overhead – Never
Reaching forward – Occasional
Pushing – Never
Pulling – Never
Twisting – Never
Concentrating for long periods of time – Continuous
Applying common sense to deal with problems involving standardized situations – Continuous
Reading, writing and comprehending instructions – Continuous
Adding, subtracting, multiplying and dividing – Continuous
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required. The listed or specified responsibilities & duties are considered essential functions for ADA purposes.
- Must be eligible for employment under regulatory standards applicable to the position.
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
Monitors calls and assigned team activities to ensure service and productivity standards are met
Monitors productivity and performance effectiveness through call observations
Participates in the selection, placement and training of new staff members
Develops, assesses and evaluates Colleague performance, prepares appropriate action plans and conducts performance reviews
Ensures ongoing development and training of Colleagues and assists with training and development efforts
Coaches Colleagues to develop a solid knowledge of a wide variety of products and services
Leads, coaches and models a brand enhancing Customer experience with every interaction
Assists with the implementation of company policies, procedures and practices
Continues to enhance reward and recognition programs
Partners with all Contact Center sites to maximize service/quality levels
Resolves escalated Customer issues
Leads a team and oversees complex or diverse operations or a functional area - impacts a significant part of the organization and entails leading teams in completing multiple step transactions / processes / activities that may involve numerous systems and/or jurisdictions, and range in complexity from medium to high
Requires strong process management knowledge and understanding of the business and operational function areas supported
Manages team requiring workforce to decision on acceptable level of risk- Moderate to High risk potential (loss/reputational) for functional area
Plans, organizes and coordinates the activities for own area and resolves operational issues and work focus time horizon is generally medium term
Decision making authority and ambiguity and nature of issues managed are generally complex, risk oriented, time sensitive and/or impacts a significant part of the organization
Effectively handles critical and/or high-risk issues, determining the most appropriate course of action for resolution
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 their 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.
Maine, New Jersey, South Carolina
Auburn, Greenville, Mount Laurel
550 Center Street, Greenville Campus Building C - 200 Carolina Point Parkway, Mt Laurel - 6000 Atrium Way
TD Bank AMCB
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Federal law prohibits job discrimination based on race, color, sex, sexual orientation, gender identity, national origin, religion, age, equal pay, disability and genetic information.