Store Manager I - East Bay

About the role

The Store Manager I develops, leads and contributes to the growth and profitability of the Consumer Business through the management of a Store portfolio including deposits, loans, fees and expenses. The role leads, coaches and motivates the Store team to deliver a legendary Employee and Customer Experience while achieving shareholder value through solutions and referrals.

Responsibilities

• Leads, coaches and motivates the Store team to deliver a legendary Employee and Customer Experience
• Manages the Store portfolio (deposits, loans, fees and expenses) to drive growth and profitability
• Deepens customer relationships, puts the customer first and refers customers to the right Specialist
• Hires the best talent, sets goals, develops staff, manages employee performance and makes compensation decisions
• Promotes teamwork and handles disciplinary actions as required
• Manages a small‑sized store and team according to U.S. TD Bank store levelling criteria
• Oversees and leads a small and/or complex Store while growing talent, developing skills and capabilities
• Accountable for achieving both Store and individual performance metrics
• Requires knowledge of the business, banking and bank operations
• Requires process management knowledge and understanding of the risk profile for team processes
• Identifies, tracks and resolves gaps in processes
• Provides coaching, mentorship and guidance to teammates
• Oversees management of team requiring workforce decisions on acceptable risk levels (low to high)
• Acts as the highest point of escalation/contact within the store for issues raised by customers, internal groups or partners
• Originates loan applications, handles Conditions of Lending and conducts loan closings
• Maintains an active registration status with NMLS (Nationwide Mortgage Licensing System and Registry)
• Manages the service and advice team to promote a positive customer and colleague experience
• Leads, coaches and develops a team of service and advice colleagues on services, product and sales informational conversations
• Coaches to ensure customer issues are handled appropriately through customer problem resolution guidelines and personally participates in negotiation and problem resolution where necessary
• Actively promotes the Bank's presence/brand within the community through participation and leadership in community business groups, initiatives, fundraisers, etc.
• Builds relationships by promoting a client/customer‑centered organization and proactively addresses customer needs
• Contributes to the execution and achievement of the team and store’s service customer experience targets by coaching/modeling appropriate attributes and behaviors
• Provides oversight of store premises and ensures customer and colleague areas are professional and inviting
• Ensures overall colleague scheduling is optimal to meet customer demands
• Provides ownership/oversight of complex daily operational/administrative duties
• Creates store‑specific strategies to grow the business
• Uses reporting to identify opportunities to acquire and deepen customer relationships to drive deposits, investment and loan growth
• Partners with Specialists to grow and advise new and existing customers
• Works with partners, including Small Business, Commercial, Consumer Lending and Wealth to grow the Store Portfolio
• Manages the Store budget to meet expense and revenue objectives
• Drives One TD – builds and sustains awareness and engagement to increase partnership across Retail and all Lines of Business with a focus on Digital
• Proactively reaches out to prospects to develop and deepen relationships through needs‑based conversations
• Identifies and develops relationships with Personal, Small Business and Centers of Influence (COIs) to generate demand for TD products and services
• Achieves business objective for Operational Excellence
• Ensures necessary due diligence to support the accuracy of all customer transactions/activities
• Follows and ensures colleagues understand and apply bank operating policies and procedures
• Protects the interests of the organization – identifies and manages risks, and escalates non‑standard, high‑risk transactions/activities as necessary
• Keeps abreast of emerging issues, trends, and evolving regulatory requirements and assesses potential impacts
• Maintains a culture of risk management and control, supported by effective processes aligned with risk appetite
• Ensures colleagues are knowledgeable and assumes responsibility to minimize operational and regulatory risk by complying with Bank and industry Code of Conduct
• Works alongside other business lines including Wealth and Business Banking to stay abreast of emerging market trends, support referrals across business lines through ongoing training and coaching
• Leads 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 human resources policies, procedures and guidelines of conduct and escalates to appropriate partners to manage colleague risk
• Shares knowledge, information, skills, and subject matter expertise among the team and encourages good working relationships with other functions and teams
• Supports an environment where team freely escalates business challenges; facilitates change through positive reinforcement of milestones and successes
• Recruits for all hires to ensure a highly diverse, qualified workforce to achieve business objectives
• Establishes and fosters a cohesive team; 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 ambassador for your business area/function and the bank, both internally and/or externally

Requirements

• Undergraduate degree or equivalent experience
• 3+ years relevant experience (retail, customer service, and/or financial services industries)
• 1+ years leadership