Store Supervisor (40) Augusta Road

About the role

This role supervises day-to-day team activities to ensure operational excellence and compliance with policies and procedures to mitigate risk and protect the Bank and Customers.

This role will drive, reinforce, and demonstrate meeting Operational, Customer and Sales objectives. In the absence of any other manager, the role is expected to manage the Store and have the ability to run the teller side, platform, and Customer escalations.

Responsibilities

• Supervises day-to-day team activities to ensure operational excellence and compliance with policies and procedures to mitigate risk and protect the Bank and Customers.
• Drives, reinforces, and demonstrates meeting Operational, Customer and Sales objectives.
• Manages the Store and runs the teller side, platform, and Customer escalations in the absence of any other manager.
• Supports driving a team in acquiring, retaining and deepening relationships by reinforcing sales & advice activities that create personalized, connected experiences.
• Provides supervisory oversight to a team of advice and service colleagues in the achievement of individual and Store objectives that result in legendary Customer and colleague experiences.
• 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.
• Closely monitors workflows for the teller team and platform, prioritizing tasks and delegating duties and responsibilities.
• Drives operational excellence in the Store, including but not limited to cash handling, vault management, control of negotiable items, preventing fraud, managing controllable expenses, promoting integrity, Customer privacy and Employee safety.
• Engages in conversations with customers about loan products, facilitates the application intake so must maintain an active registration status with NMLS (Nationwide Mortgage Licensing System and Registry).
• Learns and uses customer relationship tools, services, products and campaigns to support the teams in advocating for the Customer by promoting these items and educating the Customers to assist with their financial needs.
• Acquires and deepens the Store Customer base through a variety of proactive sales and service activities utilizing generated leads specific to Small Business, Residential Mortgages, Customers that show a need in a more complex product.
• Leads, develops and coaches the team on delivering effective Customer service, product, advice conversations and/or advice-giving service; supports service and advice strategies and tactics to improve the overall Customer experience.
• Proficient in Customer relationship tools, services, products and campaigns to support the teams in advocating for the Customer by promoting these items and educating the Customers to assist with their financial needs.
• Keeps abreast of financial literacy and broad range of products, services and tools aligned with TD's consultative approach with Customers to deliver Customers end-to-end advice they expect.
• Builds trust with educational content & tools, provides consultative support, and advocates with proactive insights & recommendations.
• Manages the execution of the Store Customer experience plan/objectives; supports the execution of the Store advice plan/objectives while ensuring operational excellence.
• Leads and coaches frontline colleagues on effective Customer complaint resolution.
• Empowers colleagues to act as a point of escalation for Customer concerns, and takes personal ownership when concerns cannot be managed at junior levels.
• Maintains an optimal colleague scheduling to ensure Customer demands and compliance requirements are met.
• Works collaboratively with TD Partners to ensure all Customers are serviced in the channel best suited to their needs.
• Assists with maintaining a professional and inviting space in all common areas of the Store, adhering to premises, marketing, and/or regulatory guidelines; particularly, this role helps ensure that the lobby and frontline meet internal/external policies and/or regulatory requirements.
• 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.
• Onboards team members to ensure a positive experience and proficiency in role.
• Supports an environment where team freely escalates business challenges; facilitates change through positive reinforcement of milestones and successes.
• 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

• HS Diploma or GED required; undergraduate degree preferred.
• 2+ years related experience working with customers and/or sales in any capacity or equivalent.
• Notary License (preferred).
• Previous supervisory or demonstrated ability in providing direction, decision making, coaching.
• Oversight of Customer Service.
• Proven ability to meet and exceed Customers' expectations.
• Strong organization skills to handle multiple tasks in a fast-paced environment.
• Effective verbal and written communication skills.
• Sound judgment in decision making and problem solving.
• Ability to multi-task and maintain order in the Store.
• Good working knowledge of Outlook, Lotus Notes, Word and Excel.
• Ability to supervise and lead others.
• Ability to provide community services.

Qualifications

• Knowledge and understanding of financial literacy/a broad range of products, services and tools aligned with TD's consultative approach with Customers to deliver Customers end-to-end advice they expect.
• Knowledge of and understanding of bank operational policies, procedures and regulations.
• Understanding of bank operational systems and databases.
• Strong working knowledge of all operational systems and databases.
• Strong working knowledge of all operational systems and databases.
• Strong working knowledge of all operational systems and databases.
• Strong working knowledge of all operational systems and databases.
• Strong working knowledge of all operational systems and databases.
• Strong working knowledge of all operational systems and databases.
• Strong working knowledge of all operational systems and databases.
• Strong working knowledge of all operational systems and databases.
• Strong working knowledge of all operational systems and databases.
• Strong working knowledge of all operational systems and databases.
• Strong working knowledge of all operational systems and databases.
• Strong working knowledge of all operational systems and databases.
• Strong working knowledge of all operational systems and databases.
• Strong working knowledge of all operational systems and databases.
• Strong working knowledge of all operational systems and databases.
• Strong working knowledge of all operational systems and databases.
• Strong working knowledge of all operational systems and databases.
• Strong working knowledge of all operational systems and databases.
• Strong working knowledge of all operational systems and databases.
• Strong working knowledge of all operational systems and databases.
• Strong working knowledge of all operational systems and databases.
• Strong working knowledge of all operational systems and databases.
• Strong working knowledge of all operational systems and databases.
• Strong working knowledge of all operational systems and databases.
• Strong working knowledge of all operational systems and databases.
• Strong working knowledge of all operational systems and databases.
• Strong working knowledge of all operational systems and databases.
• Strong working knowledge of all operational systems and databases.
• Strong working knowledge of all operational systems and databases.
• Strong working knowledge of all operational systems and databases.
• Strong working knowledge of all operational systems and databases.
• Strong working knowledge of all operational systems and databases.
• Strong working knowledge of all operational systems and databases.
• Strong working knowledge of all operational systems and databases.
• Strong working knowledge of all operational systems and databases.
• Strong working knowledge of all operational systems and databases.
• Strong working knowledge of all operational systems and databases.
• Strong working knowledge of all operational systems and databases.
• Strong working knowledge of all operational systems and databases.
• Strong working knowledge of all operational systems and databases.
• Strong working knowledge of all operational systems and databases.
• Strong working knowledge of all operational systems and databases.
• Strong working knowledge of all operational systems and databases.
• Strong working knowledge of all operational systems and databases.
• Strong working knowledge of all operational systems and databases.
• Strong working knowledge of all operational systems and databases.
• Strong working knowledge of all operational systems and databases.
• Strong working knowledge of all operational systems and databases.
• Strong working knowledge of all operational systems and databases.
• Strong working knowledge of all operational systems and databases.
• Strong working knowledge of all operational systems and databases.
• Strong working knowledge of all operational systems and databases.
• Strong working knowledge of all operational systems and databases.
• Strong working knowledge of all operational systems and databases.
• Strong working knowledge of all operational systems and databases.
• Strong working knowledge of all operational systems and databases.
• Strong working knowledge of all operational systems and databases.
• Strong working knowledge of all operational systems and databases.
• Strong working knowledge of all operational systems and databases.
• Strong working knowledge of all operational systems and databases.
• Strong working knowledge of all operational systems and databases.
• Strong working knowledge of all operational systems and databases.
• Strong working knowledge of all operational systems and databases.
• Strong working knowledge of all operational systems and databases.
• Strong working knowledge of all operational systems and databases.
• Strong working knowledge of all operational systems and databases.
• Strong working knowledge of all operational systems and databases.
• Strong working knowledge of all operational systems and databases.
• Strong working knowledge of all operational systems and databases.
• Strong working knowledge of all operational systems and databases.
• Strong working knowledge of all operational systems and databases.
• Strong working knowledge of all operational systems and databases.
• Strong working knowledge of all operational systems and databases.
• Strong working knowledge of all operational systems and databases.
• Strong working knowledge of all operational systems and databases.
• Strong working knowledge of all operational systems and databases.
• Strong working knowledge of all operational systems and databases.
• Strong working knowledge of all operational systems and databases.
• Strong working knowledge of all operational systems and databases.
• Strong working knowledge of all operational systems and databases.
• Strong working knowledge of all operational systems and databases.
• Strong working knowledge of all operational systems and databases.
• Strong working knowledge of all operational systems and databases.
• Strong working knowledge of all operational systems and databases.
• Strong working knowledge of all operational systems and databases.
• Strong working knowledge of all operational systems and databases.
• Strong working knowledge of all operational systems and databases.
• Strong working knowledge of all operational systems and databases.
• Strong working knowledge of all operational systems and databases.
• Strong working knowledge of all operational systems and databases.
• Strong working knowledge of all operational systems and databases.
• Strong working knowledge of all operational systems and databases.
• Strong working knowledge of all operational systems and databases.
• Strong working knowledge of all operational systems and databases.
• Strong working knowledge of all operational systems and databases.
• Strong working knowledge of all operational systems and databases.
• Strong working knowledge of all operational systems and databases.
• Strong working knowledge of all operational systems and databases.
• Strong working knowledge of all operational systems and databases.