Assistant Store Manager - Westgate II

Assistant Store Manager

The Assistant Store Manager is an experienced leader who manages the day-to-day service, sales, and operational objectives in a Store location. The role is focused on leading a team to grow and deepen customer relationships by delivering TD's model of convenience, sales and advice, and differentiating with a personalized, connected experience. This role can lead the Store with minimal direction and has the knowledge and experience to make decisions for day-to-day work on the teller line or platform.

Depth & Scope :

Leads a team of advice and service colleagues in the achievement of individual and Store objectives that result in legendary Customer and colleague experience, and achievement of established performance goals

Provides day-to-day team leadership and work direction to ensure effective / efficient delivery of personalized / complex service and advice activities and / or solutions while maintaining compliance and regulatory guidelines

Leads the team in overseeing the most complex or diverse sales advice activities that entails complete multiple step processes that involve numerous systems, partners and complexity

Requires knowledge and understanding of financial concepts, a broad range of products, services and tools, business and process management acumen aligned with TD's consultative approach with Customers to deliver Customers end-to-end advice they expect : (1) building trust with educational content & tools, (2) providing consultative support, and (3) advocating with proactive insights & recommendations

Responsible for driving and reinforcing Advice activities / capability for the team through continued team observations, coaching, oversight, and communication ensuring the team is offering proactive advice by making product recommendations by highlighting product features and benefits based on Customer needs with more complex banking needs ultimately building Customer financial confidence; ensuring these activities are positively impacting Customer experience

Possesses comprehensive knowledge of the local market, competitive offers, and economic trends to support advice recommendations that support Customer financial empowerment

Effectively handles critical and / or high-risk issues, determining the most appropriate course of action for resolution

Drives Advice Behaviors within the team by coaching and developing a team to deliver exceptional service by exceeding the needs of Customer expectations

Leads and coaches advisory team on advice giving strategies and overall product and services acumen

Establishes work direction and role ownership on delivering advice as well as achieving daily / quarterly / annual objectives

Delivers end to end advice to Customers by providing information and tools for financial management that help Customers achieve their goals, and provides real time insights

Contributes to the achievement of business objectives by identifying advice opportunities and referrals, enabling business growth

Actively participates in community events, promoting the TD Brand while servicing the needs of the community

Connects with our Customers / Prospects, provides financial advice, and deepens relationships through lead management activities to include the creation & management of Self-Generated Leads, the management of received Partner / Retail to Retail Referral Leads or Campaign Leads, Customer outreach (Outbound Calls, Relay SMS), setting and / or hosting appointments, and Lead prioritization

Education & Experience :

Undergraduate degree or equivalent experience

2+ years experience working with customers and or sales in any capacity or equivalent

Supervisory or leadership experience preferred

Demonstrated ability to provide Legendary Customer Service

Strong verbal and written communication skills

Sales and Operational Management skills

Ability to manage competing priorities

Previous consumer and residential lending experience preferred

Proficient in Microsoft Office

Knowledge of banking products and services preferred

Demonstrated organization, interpersonal, communication and decision-making skills

Shows proficiency with expense management

Notary License (Preferred)

Must maintain an active registration status with NMLS upon hire (Nationwide Mortgage Licensing System and Registry) to be able to engage in conversations with customers about loan products, facilitates the application intake

Customer Accountabilities :

Creates an environment where the team Interacts with Customers in a warm and engaging manner, actively listening, and asking clarifying questions

Contributes to the achievement of business objectives by proactively attracting, acquiring and retaining Customers, advice opportunities and referrals, to increase profitability and enable business growth

Establishes and supports strong partnership between colleagues that handle Customer day to day transactions and platform bankers / and partners for effective referrals

Leads and reinforces Customer service activities; Supporting Customers through challenging times and life events, demonstrating knowledge and financial expertise of products and services to help align the Customer to the best product / service to meet and exceed their needs

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

Acts as an escalation point for Customer problem resolution - identifies how to prevent the problem from happening and educates the Customer

Creates personal experiences by getting to know each Customer's needs to help turn their goals into reality

Understands and supports the Bank's Customer Service Strategy

Considers the impact of decisions on the well-being of TD, its Customers, and stakeholders

Provides the highest level of Customer service when dealing with internal partners, vendors, and Customers

Proactively adheres to professional and inviting space in all common areas of the Store, adhering to premises, marketing, and / or regulatory guidelines; particularly, this role helps ensure that the lobby and frontline meet internal / external policies and / or regulatory requirements

Shareholder Accountabilities :

Leads and drives operational compliance of all Store operations including teller and platform operations

Leads the team in completing day to day processes / transactions / activities and oversees completion and quality of work

Ensures the Store operates efficiently by adhering to the banks policies and procedures and by passing all audits

May perform daily store operation activities including account maintenance, wire transfers, store opening and closing, and cash management

Develops / leads Store in Operational Excellence plan

Vault Management, including Monthly Vault and drawer audits

Identifies and mitigates risk and proactively audits for adherence to compliance, policies and procedures and overall operational soundness of the Store

Understands and applies operating policies and procedures

Supports the timely and accurate completion of business processes and procedures

Escalates non-standard or high-risk transactions / activities as necessary

Ensures documentation that is prepared / completed is accurate and properly reflects Customer / business intentions and is consistent with relevant rules / regulations

Supports and participates in process improvement opportunities

Ensures necessary due diligence to support the accuracy of all Customer transactions / activities

Proficiency, understanding, compliance with of the Bank Code of Conduct

Employee / Team Accountabilities :

Leads and supports a high performing team; provides ongoing feedback and performance reviews, coaches and develops colleagues and ensures performance management activities are undertaken

Leads, reinforces, and embeds TD's shared commitments

Contributes to the process of setting performance objectives for the team; tracks, monitors and effectively addresses and / or rewards performance in a timely manner

Ensures colleagues comply with all TDBFG policies, procedures, and guidelines of conduct (regarding Customer interactions, products, and services, etc.)

Shares knowledge, information, skills, and subject matter expertise among the team and ensures the timely communication of issues and encourages good working relationships with partners and other teams

Supports an environment where team freely escalates business challenges; facilitates change through positive reinforcement of milestones and successes

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

Promotes a fair and equitable environment that supports a diverse workforce and encourages the team to achieve common goals and objectives

Acts as a brand champion for your business area / function and the bank, both internally and / or externally

OCC Language :

This position falls within the definition of Loan Originator as defined under Regulation Z of the Truth in Lending Act, 12 CFR Part 1026.36, and the definition of Mortgage Loan Originator as defined under the Secure and Fair Enforcement for Mortgage Licensing Act of 2008 (SAFE Act), 12 U.S.C. 5102 et seq., and its implementing regulations, 12 CFR Part 1007.

Must be eligible for employment with a covered financial institution under the standards established by Regulation Z of the Truth in Lending Act,