Team Manager II, USCC (US)

TD Bank, America’s Most Convenient Bank, is one of the 10 largest banks in the U.S., providing over 9.8 million customers with a full range of retail, small business and commercial banking products and services at more than 1,100 convenient locations throughout the Northeast, Mid-Atlantic, Metro D.C., the Carolinas and Florida. In addition, TD Auto Finance, a division of TD Bank, N.A., offers vehicle financing and dealer commercial services. TD Bank and its subsidiaries also offer customized private banking and wealth management services through TD Wealth®. TD Bank is headquartered in Cherry Hill, N.J. To learn more, visit www.td.com/us. Find TD Bank on Facebook at www.facebook.com/TDBank and on Twitter at www.twitter.com/TDBank_US and www.twitter.com/TDNews_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.

We offer a competitive salary and benefit program, including: comprehensive, affordable health care through medical, dental, and vision coverage; financial security with life and disability insurance; opportunities to save using health savings and flexible spending accounts; retirement benefits to help prepare for the future; paid time off and work/life benefits to maintain a good balance.

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.

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

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

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.