Store Manager II - Springfield PA (Full Time)

Work Location: Springfield, Pennsylvania, United States of America • Hours: 40

About the Role

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 Store growth by focusing on deepening customer relationships, putting the customer first, and referring them to the right Specialist to ensure we meet their needs and provide the best advice. Manages a medium-sized store and team (based on U.S. TD Bank store leveling criteria) and may oversee multiple store locations and/or a diverse and complex customer base. Acts as a peer mentor to developing store managers.

Responsibilities

• Provides people management leadership by hiring the best talent, setting goals, developing staff, managing employee performance and compensation decisions, promoting teamwork, and handling disciplinary actions as required.
• 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.
• Acts as the highest point of escalation/contact within the store for issues raised from customers, other internal groups, and/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 on services, product and sales informational conversations, and advice-giving strategies to improve customer experience and financial confidence.
• Handles customer issues through problem resolution guidelines and participates in negotiations where necessary.
• Actively promotes the Bank’s presence/brand within the community through participation and leadership in community initiatives.
• Builds relationships by promoting a client/customer-centered organization and proactively addressing customer needs.
• Provides oversight of store premises to ensure a professional and inviting appearance.
• Ensures colleague scheduling is optimal to meet customer demands.
• Manages complex daily operational/administrative duties.
• Creates store-specific strategies to grow the business using reporting to identify opportunities for acquiring and deepening customer relationships.
• 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 by building and sustaining 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 Center of Influence (COIs) to generate demand for TD products and services.
• 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 by identifying and managing risks and escalating non-standard, high-risk transactions/activities.
• Maintains a culture of risk management and control, supported by effective processes in alignment with risk appetite.
• Ensures colleagues are knowledgeable and comply with Bank and industry Code of Conduct.
• Works alongside other business lines including Wealth and Business Banking to stay abreast of emerging trends and support referrals.
• Leads, coaches, and develops store teammates to create a consistent legendary customer experience.
• Sets targets and objectives for the team and holds them accountable to deliver results.
• Grows team expertise to align with business/enterprise demand and direction.
• Provides ongoing feedback, performance reviews, and ensures performance management activities are completed.
• Ensures colleagues are in compliance with all human resources policies, procedures, and guidelines of conduct.
• Shares knowledge, information, skills, and subject matter expertise among the team.
• 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.

Requirements

• Undergraduate degree or equivalent experience.
• 4+ years of related experience (retail, customer service, and/or financial services industries).
• Supervisory, leadership, and coaching experience required.
• 4+ years of proven business development skills, including the ability to conceptualize and implement strategies.
• 4+ years of proven leadership and coaching experience.
• Small Business and Consumer lending experience required.
• Knowledge of Bank product lines and services as well as an understanding of Store operations and security.
• Proven ability to manage competing priorities and strategically align efforts to meet Store goals.
• Strong financial analysis skills.
• Strong presentation, analytical, interpersonal, and collaborative skills with all levels of internal and external customers.
• Excellent verbal and written communication skills.
• Demonstrated ability to lead and motivate team members.
• Proficient with Microsoft Office suite.
• Notary License (preferred).
• Must maintain active registration status with NMLS (Nationwide Mortgage Licensing System and Registry).
• Must be eligible for employment under Regulation Z of the Truth in Lending Act and the SAFE Act.
• Satisfactory results on a criminal background check and a credit report check are required by federal law.

Physical Requirements

• Domestic Travel: Occasional
• International Travel: Never
• Performing sedentary work: Continuous
• Performing multiple tasks: Continuous
• Operating standard office equipment: Continuous
• Responding quickly to sounds: Continuous
• Sitting: Frequent
• Standing: Frequent
• Walking: Frequent
• Moving safely in confined spaces: Occasional
• Lifting/Carrying (under 25 lbs.): Occasional
• Lifting/Carrying (over 25 lbs.): Occasional
• Squatting: Occasional
• Bending: Occasional
• Kneeling: Occasional
• Crawling: Occasional
• Climbing: Occasional
• Reaching overhead: Occasional
• Reaching forward: Occasional
• Pushing: Occasional
• Pulling: Occasional
• Twisting: Occasional
• Concentrating for long periods of time: Continuous
• Applying common sense to deal with problems involving standardized situations: Continuous
• Reading, writing, and comprehending instructions: Continuous
• Adding, subtracting, multiplying, and dividing: Continuous

Pay

$91,000 - $136,240 USD