Store Manager II - North Providence, RI

Job Description

The Store Manager II develops, leads and contributes to the growth and profitability of our Consumer Business through the management of a Store portfolio including deposits, loans, fees and expenses.

Leads, coaches and motivates the Store team to deliver a legendary Employee and Customer Experience while achieving shareholder value through solutions and referrals.

Responsible for the Store growth by focusing on deepening customer relationships, putting the customer first and referring them to the right Specialist to ensure we are meeting their needs and providing the best advice to customers.

Depth & Scope

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

Manages a medium sized store and team (based on U.S. TD Bank store levelling criteria)

Oversees and leads a medium and/or complex and/or Denovo Store while growing talent, developing skills and capabilities to achieve career goals, support project/initiative success and achieve business results

Accountable for achieving both Store and individual performance metrics

Absorbs multiple store locations and/or a diverse and complex customer base, if required

Requires deep expert knowledge of the business, banking and bank operations

Requires deep expert process management knowledge and deep expert knowledge of the risk profile for team processes supported, advanced knowledge in identifying, tracking and resolving gaps

Provides coaching, mentorship and guidance to others within area of expertise

Oversees management of team requiring workforce to decision on acceptable level of risk-Moderate to High risk potential (loss/reputational)

Customer Accountabilities

Manages the service and advice team promoting a positive customer and colleague experience

Leads, coaches and develops a team of service and advice colleagues on services, product and sales informational conversations and/or advice-giving service strategies and tactics to improve the overall customer experience which includes improving overall financial confidence in both colleagues and customers

Coaches to ensure customer issues are handled appropriately through customer problem resolution guidelines and personally participates in the 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 the store's service customer experience targets by coaching/modeling appropriate attributes and behaviors; leads the store in the execution of advice plan/objectives

Provides oversight of store premises and ensures the customer and colleague areas are professional and inviting in appearance

Ensures overall colleague scheduling is optimal to meet customer demands

Provides ownership/oversight of complex daily operational/administrative duties

Shareholder Accountabilities

Creates store-specific strategies to grow the business

Pairs 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 and revenue and manages expenses

Drives One TD - Builds and sustains awareness and engagement to increase partnership across Retail and all Lines of Business with a focus on Digital to meet and exceed goals

Proactively reaches out to prospects to develop and deepen relationships through needs-based conversations

Identifies and develops relationships with Personal, Small Business and Center and 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 in alignment 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 trends in the market, support referrals across business lines through ongoing training and coaching to store colleagues

Employee/Team Accountabilities

Leads, coaches and develops store teammates to create a consistent legendary customer experience

Coaches teammates to provide the best advice to potential and existing TD Bank customers

Responsible for management of the overall team providing both leadership and guidance

Sets targets and objectives for the team, and holds the team accountable to deliver results and objectives

Grows team expertise to align with business/enterprise demand and direction; assesses team skills and capabilities and continually looks for ways to provide and enhance the value they deliver to customers

Leads a high performing team; provides on-going feedback and performance reviews, coaches and develops colleagues and ensures performance management activities are undertaken and completed for all colleagues

Ensures colleagues are in compliance with all human resources policies, procedures and guidelines of conduct and escalates to the appropriate partners to manage colleague risk

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

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