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Manager of Customer Service .pdf


Nom original: Manager of Customer Service.pdf
Auteur: Ward, Nathan

Ce document au format PDF 1.5 a été généré par Microsoft® Word 2016, et a été envoyé sur fichier-pdf.fr le 31/10/2016 à 19:36, depuis l'adresse IP 24.215.x.x. La présente page de téléchargement du fichier a été vue 261 fois.
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Manager of Customer Service
TD Canada Trust is TD's customer-focused personal and small business banking business. Serving more
than 11 million customers nationally, TD Canada Trust provides a full range of financial products and
services through its branch banking network, telephone, internet banking, and ‘TD Green Machine’
automated banking machines.

Job Description:
The Manager of Customer Service manages a team of service employees promoting a legendary customer
and employee experience while increasing shareholder value. The role will lead, coach and develop
employees toward achieving business, professional and personal development objectives, and is responsible
for scheduling Customer Service Representatives and general branch administration. The Manager of
Customer Service reports to either a more senior level MCS where applicable or to the Branch Manager.

Job Requirements:
Customer Experience


Lead, coach and model legendary service at every customer interaction



Ensure employee scheduling is optimal to meet customer demands and ensure compliance with
internal Hours of Work Policies



Lead on the execution of the branch CEI plan and support achievement of CEI objectives



Coach to ensure customer problems are handled appropriately, and participate in the negotiation
and resolution where necessary



Lead and coach the team on advice giving strategies to improve the overall customer experience



Proactively demonstrate lobby leadership in the customer lounge, help & advice area and in selfserve areas of the branch with the goal to deliver an enhanced customer experience and create a
positive “First Impression’” by greeting and engaging them in a range of sales, service and
informational conversations



Ensure the customer area is professional and inviting in appearance

Develop and Manage the Team/ Teamwork


Lead and apply the performance management process, supporting employees in their personal and
performance development by utilizing learning maps and external courses, as appropriate



Develop and manage the service team by recruiting, training, coaching and recognizing employees



Create and foster a cohesive team and promote a positive work environment



Lead and follow-up on action plans to improve the employee experience

Business Results


Meet or exceed branch business objectives by executing branch business plan



Coach team to deliver on branch business objectives by meeting or exceeding individual sales &
referral goals



Coach team to understand customer needs and provide advice and appropriate products and
services



Coach team on identifying customer needs and referring them to Branch employees or TD partners
as appropriate



Coach team to contribute to the achievement of branch business objectives

Internal Practices & Processes


Achieve branch objective for Operational Excellence



Follow and ensure staff are knowledgeable of and comply with Bank and industry codes of conduct
and with securities laws and regulations



Follow and ensure staff understand and apply bank/branch operating policies and procedures -–
which may include assuming



responsibility for the branch opening and closing procedures on a rotational basis



Ensure necessary due diligence is taken to support the accuracy of all customer transactions

Additional Information:
It is understood that you will have flexibility to work evenings and weekends when required on a rotational
basis as part of the branch team.
Apply online at: Jobs.TD.com


Manager of Customer Service.pdf - page 1/2
Manager of Customer Service.pdf - page 2/2

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