Description:
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