Assistant Store Manager (40) Augusta Road

Work Location: Greenville, South Carolina, United States of America • Full-time, 40 hours per week

About the role

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.

Responsibilities

• 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 entail complete multiple-step processes involving 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 end-to-end advice they expect:
  • Building trust with educational content & tools.
  • Providing consultative support.
  • 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 highlighting product features and benefits based on Customer needs with more complex banking needs, ultimately building Customer financial confidence.
• Possesses comprehensive knowledge of the local market, competitive offers, and economic trends to support advice recommendations that empower Customer financial confidence.
• 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 Customers/Prospects, provides financial advice, and deepens relationships through lead management activities including:
  • Creation & management of Self-Generated Leads.
  • Management of received Partner/Retail to Retail Referral Leads or Campaign Leads.
  • Customer outreach (Outbound Calls, Relay SMS).
  • Setting and/or hosting appointments.
  • Lead prioritization.
• 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 partnerships between colleagues that handle Customer day-to-day transactions and platform bankers/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.
• 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 bank's 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.
• Manages vault operations, 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.
• 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 the 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.

Requirements

• 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 (Nationwide Mortgage Licensing System and Registry) upon hire to be able to engage in conversations with customers about loan products and facilitate the application intake.
• Must be eligible for employment with a covered financial institution under the standards established by Regulation Z of the Truth in Lending Act, 12 CFR Part 1026.36.
• Must be eligible for registration as a registered mortgage loan originator with the NMLS in accordance with 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.
• Satisfactory results on a criminal background check and a credit report check, and statements/certification from job applicant regarding administrative, civil, and/or criminal findings by any government agency/authority, are required by federal law for this position.

Pay

$29.75 - $44.50 USD per hour. TD is committed to providing fair and equitable compensation opportunities to all colleagues. The base pay actually offered may vary based upon the candidate's skills and experience, job-related knowledge, geographic location, and other specific business and organizational needs.

Physical Requirements

• Domestic Travel: Occasional (1-33%).
• International Travel: Never (0%).
• Performing sedentary work: Continuous (67-100%).
• Performing multiple tasks: Continuous (67-100%).
• Operating standard office equipment: Continuous (67-100%).
• Responding quickly to sounds: Continuous (67-100%).
• Sitting: Frequent (34-66%).
• Standing: Frequent (34-66%).
• Walking: Frequent (34-66%).
• Moving safely in confined spaces: Occasional (1-33%).
• Lifting/Carrying (under 25 lbs.): Occasional (1-33%).
• Lifting/Carrying (over 25 lbs.): Occasional (1-33%).
• Squatting: Occasional (1-33%).
• Bending: Occasional (1-33%).
• Kneeling: Occasional (1-33%).
• Crawling: Occasional (1-33%).
• Climbing: Occasional (1-33%).
• Reaching overhead: Occasional (1-33%).
• Reaching forward: Occasional (1-33%).
• Pushing: Occasional (1-33%).
• Pulling: Occasional (1-33%).
• Twisting: Occasional (1-33%).
• Concentrating for long periods