Teller Manager - Sunny Isles

Description

The Teller Manager leads a team of service colleagues promoting a positive customer and colleague experience and provides day-to-day team leadership, and work direction to ensure effective and efficient delivery of service / advice activities and / or solutions while maintaining compliance and regulatory guidelines.

The role will lead, coach and develop colleagues toward achieving overall store results to include operational excellence, store advice and referral goals, and personal development objectives.

Depth & Scope :

• Leads and supports a team of service colleagues in achievement of a positive customer and colleague experience and provides day-to-day team leadership, work direction to ensure effective and efficient delivery of service / advice activities and / or solutions while maintaining operational compliance in store cash controls and procedures as well as regulatory guidelines
• Leads all activities related to the Teller line from Operations to sales and servicing; including Teller Coaching and performing effective lobby leadership
• Leads a team in completing day-to-day processes / transactions / activities, involving multiple steps and systems
• Requires knowledge and understanding of a range of products and services, processes and systems in a set of focus areas, where transactions could be characterized by low to moderate risk
• Responsible for Vault Management, including the auditing, reporting, and balancing of the Store Currency and transactions.

Manages the Store currency levels, tracks currency shipments and deliveries.

• Requires process management knowledge and a good understanding of the business and operational function areas supported as they lead the operational standards of the Store, including but not limited to cash handling, control of negotiable items, preventing fraud, managing controllable expenses, promoting integrity, Customer privacy and colleague safety
• Engages Customers, assesses needs, responds by providing service(s) or guidance
• Closely monitors workflows, prioritizing tasks and delegating duties and responsibilities and work focus time horizon is generally short term
• Coaches Teller team on financial transactions, customer experience, effective referral opportunities
• Plans, organizes and coordinates the activities for own area and resolves operational issues
• Manages team requiring workforce to decision on acceptable level of risk specifically low risk potential (loss / reputational) transactions and / or requests
• Provides decision making authority of issues managed generally limited to non-standard issues or exceptions
• Provides leadership on day to-day issues on the Teller line, determining the most appropriate course of action for resolution, or escalates as required
• Leads by example and coaches Teller team on achieving individual performance metrics
• Partners with Store Leadership to achieve both store and individual performance metrics
• Ensures accurate use of all equipment by staff

Education & Experience :

• Undergraduate degree preferred and / or
• 2+ years of relevant experience
• Excellent organization, interpersonal and communication skills
• Sound judgment in decision making and problem solving
• Demonstrated knowledge of Banking Compliance Regulations

Customer Accountabilities :

• Shared accountability with Store Leaders for Lobby Leadership
• Acts as a contributor in achieving an overall Legendary Customer experience in the Store
• Leads, coaches, and proactively models exceptional service at every customer interaction in the lobby and on the frontline
• Responsible for maintaining optimal colleague scheduling to ensure customer demands and compliance requirements are met
• Supports and coaches frontline colleagues on effective customer complaint resolution
• Assists with maintaining a 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

• Leads the execution of the Store LEI plan / objectives; supports the execution of the Store advice plan / objectives
• Leads and coaches frontline team on advice giving strategies and overall product and services acumen
• Leads and coaches on advice delivery to improve the customer experience and overall profitability of the Bank
• Works collaboratively with TD Partners to ensure all Customers are serviced in the channel best suited to their needs
• Ownership / oversight of simple to complex daily Store administrative duties
• Decisions more advanced teller transactions as well as processes teller transactions that range from routine to advanced, including check cashing, large withdrawals, deposits, and loan payments, in accordance with Bank policies and procedures

Shareholder Accountabilities :

• Manages the service team promoting a positive customer and colleague experience
• Leads and develops a team of service colleagues, provides coaching on delivering effective customer service, product, advice conversations and / or advice-giving service;

supports service and advice strategies and tactics to improve the overall customer experience

• Responsible for cash control of the store. Leads and enforces proper cash control procedures to bolster security and eliminate fraud and cash loss
• Coaches to ensure customer issues are handled appropriately through customer problem resolution guidelines and personally participates in the negotiation and resolution where necessary;

empowers senior service team to act as a point of escalation for customer concerns, and takes personal ownership when concerns cannot be managed at junior levels

• Contributes to the execution and achievement of the team and the Store's customer experience targets by coaching / modeling appropriate attributes and behaviors
• May assist Regional Operational Officers in audits and various operational reviews

Employee / Team Accountabilities :

• Leads and supports a high performing team; provides ongoing feedback, coaching and input on performance reviews, coaches and develops colleagues and ensures performance management activities are undertaken and completed for all colleagues
• 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 are in compliance with all Regulatory and AMCB policies, procedures and guidelines of conduct (regarding customer interactions, products and services, etc.)
• Manages colleagues in compliance of all policies, procedures and guidelines
• Supports, mentors and coaches team members in their professional development
• Creates and fosters a cohesive team and promotes a strong colleague experience
• Shares knowledge, information, skills, and subject matter expertise among the team and ensures the timely communication of issues and encourages good working relationships with other functions and teams
• Onboards team members to ensure a positive experience and proficiency in role
• 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

Physical Requirements :

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.

Who We Are :

TD is one of the world's leading global financial institutions and is the fifth largest bank in North America by branches / stores.

Every day, we deliver legendary customer experiences to over 27 million households and businesses in Canada, the United States and around the world.

More than 95,000 TD colleagues bring their skills, talent, and creativity to the Bank, those we serve, and the economies we support.

We are guided by our vision to Be the Better Bank and our purpose to enrich the lives of our customers, communities and colleagues.

TD is deeply committed to being a leader in customer experience, that is why we believe that all colleagues, no matter where they work, are customer facing.

As we build our business and deliver on our strategy, we are innovating to enhance the customer experience and build capabilities to shape the future of banking.

Whether you’ve got years of banking experience or are just starting your career in financial services, we can help you realize your potential.

Through regular leadership and development conversations to mentorship and training programs, we’re here to support you towards your goals.

As an organization, we keep growing and so will you.

Our Total Rewards Package

Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical and mental well-being goals.

Total Rewards at TD includes base salary and variable compensation / incentive awards (e.g., eligibility for cash and / or equity incentive awards, generally through participation in an incentive plan) and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off (including Vacation PTO, Flex PTO, and Holiday PTO), banking benefits and discounts, career development, and reward and recognition.

Additional Information :

We’re delighted that you’re considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we’re committed to providing the support our colleagues need to thrive both at work and at home.

Colleague Development

If you’re interested in a specific career path or are looking to build certain skills, we want to help you succeed. You’ll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities.

Whether you have a passion for helping customers and want to expand your experience, or you want to coach and inspire your colleagues, there are many different career paths within our organization at TD and we’re committed to helping you identify opportunities that support your goals.

Training & Onboarding

We will provide training and onboarding sessions to ensure that you’ve got everything you need to succeed in your new role.

Interview Process

We’ll reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.

Accommodation

If you are an applicant with a disability and need accommodations to complete the application process, email the TD Bank US Workplace Accommodations Program at .

Include your full name, best way to reach you, and the accommodation needed to assist you with the application process.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.