What are the responsibilities and job description for the Team Manager II, USCC (US)- Credit Card position at TD?
Work Location:
Jacksonville, Florida, United States of America
Hours
40
Pay Details
29.75 - 47.75 USD
TD is committed to providing fair and equitable compensation opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role. The base pay actually offered may vary based upon the candidate's skills and experience, job-related knowledge, geographic location, and other specific business and organizational needs.
As a candidate, you are encouraged to ask compensation related questions and have an open dialogue with your recruiter who can provide you more specific details for this role.
Line Of Business
Personal & Commercial Banking
Job Description
The Team Manager II – USCC (US) manages a team of service/sales representatives and provides overall direction, corporate vision and communication to assigned Colleagues in the Contact Center. The Team Manager II – USCC (US) provides day to day team leadership and work direction to ensure effective and efficient operations and raise the bar on providing Legendary Service to our Customers. This job leads, develops, coaches and motivates Colleagues to achieve personal/team production goals and professional/personal development objectives.
Depth & Scope
TD is one of the world's leading global financial institutions and is the fifth largest bank in North America by branches/stores. Every day, we deliver legendary customer experiences to over 27 million households and businesses in Canada, the United States and around the world. More than 95,000 TD colleagues bring their skills, talent, and creativity to the Bank, those we serve, and the economies we support. We are guided by our vision to Be the Better Bank and our purpose to enrich the lives of our customers, communities and colleagues.
TD is deeply committed to being a leader in customer experience, that is why we believe that all colleagues, no matter where they work, are customer facing. As we build our business and deliver on our strategy, we are innovating to enhance the customer experience and build capabilities to shape the future of banking. Whether you’ve got years of banking experience or are just starting your career in financial services, we can help you realize your potential. Through regular leadership and development conversations to mentorship and training programs, we’re here to support you towards your goals. As an organization, we keep growing – and so will you.
Our Total Rewards Package
Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical and mental well-being goals. Total Rewards at TD includes base salary and variable compensation/incentive awards (e.g., eligibility for cash and/or equity incentive awards, generally through participation in an incentive plan) and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off (including Vacation PTO, Flex PTO, and Holiday PTO), banking benefits and discounts, career development, and reward and recognition. Learn more
Additional Information
We’re delighted that you’re considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we’re committed to providing the support our colleagues need to thrive both at work and at home.
Colleague Development
If you’re interested in a specific career path or are looking to build certain skills, we want to help you succeed. You’ll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities. Whether you have a passion for helping customers and want to expand your experience, or you want to coach and inspire your colleagues, there are many different career paths within our organization at TD – and we’re committed to helping you identify opportunities that support your goals.
Training & Onboarding
We will provide training and onboarding sessions to ensure that you’ve got everything you need to succeed in your new role.
Interview Process
We’ll reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.
Accommodation
TD Bank is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or any other characteristic protected under applicable federal, state, or local law.
If you are an applicant with a disability and need accommodations to complete the application process, please email TD Bank US Workplace Accommodations Program at USWAPTDO@td.com. Include your full name, best way to reach you and the accommodation needed to assist you with the applicant process.
Jacksonville, Florida, United States of America
Hours
40
Pay Details
29.75 - 47.75 USD
TD is committed to providing fair and equitable compensation opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role. The base pay actually offered may vary based upon the candidate's skills and experience, job-related knowledge, geographic location, and other specific business and organizational needs.
As a candidate, you are encouraged to ask compensation related questions and have an open dialogue with your recruiter who can provide you more specific details for this role.
Line Of Business
Personal & Commercial Banking
Job Description
The Team Manager II – USCC (US) manages a team of service/sales representatives and provides overall direction, corporate vision and communication to assigned Colleagues in the Contact Center. The Team Manager II – USCC (US) provides day to day team leadership and work direction to ensure effective and efficient operations and raise the bar on providing Legendary Service to our Customers. This job leads, develops, coaches and motivates Colleagues to achieve personal/team production goals and professional/personal development objectives.
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
- Monitors calls and assigned team activities to ensure service and productivity standards are met
- Monitors productivity and performance effectiveness through call observations
- Participates in the selection, placement and training of new staff members
- Develops, assesses and evaluates Colleague performance, prepares appropriate action plans and conducts performance reviews
- Ensures ongoing development and training of Colleagues and assists with training and development efforts
- Coaches Colleagues to develop a solid knowledge of a wide variety of products and services
- Leads, coaches and models a brand enhancing Customer experience with every interaction
- Assists with the implementation of company policies, procedures and practices
- Continues to enhance reward and recognition programs
- Partners with all Contact Center sites to maximize service/quality levels
- Resolves escalated Customer issues
- Leads a team and oversees complex or diverse operations or a functional area - impacts a significant part of the organization and entails leading teams in completing multiple step transactions / processes / activities that may involve numerous systems and/or jurisdictions, and range in complexity from medium to high
- Requires strong process management knowledge and understanding of the business and operational function areas supported
- Manages team requiring workforce to decision on acceptable level of risk- Moderate to High risk potential (loss/reputational) for functional area
- Plans, organizes and coordinates the activities for own area and resolves operational issues and work focus time horizon is generally medium term
- Decision making authority and ambiguity and nature of issues managed are generally complex, risk oriented, time sensitive and/or impacts a significant part of the organization
- Effectively handles critical and/or high-risk issues, determining the most appropriate course of action for resolution
- Bachelor's degree or progressive work experience in addition to experience below
- 2 years' related experience required
- Prior leadership experience or progressive responsible Contact Center/Bank experience
- Ability to coach and mentor others
- Ability to provide conflict resolution
- Strong ability to successfully balance competing priorities in a fast-paced environment
- Strong analytical skills with ability to identify problems and implement solutions
- Strong communication skills, both verbal and written with ability to successfully influence others
- Excellent Customer service and computer skills
- Must be available to work flexible hours determined by the needs of the department which may include weekends, nights and holidays
- Cross trained in a variety of queues within USCC preferred
TD is one of the world's leading global financial institutions and is the fifth largest bank in North America by branches/stores. Every day, we deliver legendary customer experiences to over 27 million households and businesses in Canada, the United States and around the world. More than 95,000 TD colleagues bring their skills, talent, and creativity to the Bank, those we serve, and the economies we support. We are guided by our vision to Be the Better Bank and our purpose to enrich the lives of our customers, communities and colleagues.
TD is deeply committed to being a leader in customer experience, that is why we believe that all colleagues, no matter where they work, are customer facing. As we build our business and deliver on our strategy, we are innovating to enhance the customer experience and build capabilities to shape the future of banking. Whether you’ve got years of banking experience or are just starting your career in financial services, we can help you realize your potential. Through regular leadership and development conversations to mentorship and training programs, we’re here to support you towards your goals. As an organization, we keep growing – and so will you.
Our Total Rewards Package
Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical and mental well-being goals. Total Rewards at TD includes base salary and variable compensation/incentive awards (e.g., eligibility for cash and/or equity incentive awards, generally through participation in an incentive plan) and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off (including Vacation PTO, Flex PTO, and Holiday PTO), banking benefits and discounts, career development, and reward and recognition. Learn more
Additional Information
We’re delighted that you’re considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we’re committed to providing the support our colleagues need to thrive both at work and at home.
Colleague Development
If you’re interested in a specific career path or are looking to build certain skills, we want to help you succeed. You’ll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities. Whether you have a passion for helping customers and want to expand your experience, or you want to coach and inspire your colleagues, there are many different career paths within our organization at TD – and we’re committed to helping you identify opportunities that support your goals.
Training & Onboarding
We will provide training and onboarding sessions to ensure that you’ve got everything you need to succeed in your new role.
Interview Process
We’ll reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.
Accommodation
TD Bank is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or any other characteristic protected under applicable federal, state, or local law.
If you are an applicant with a disability and need accommodations to complete the application process, please email TD Bank US Workplace Accommodations Program at USWAPTDO@td.com. Include your full name, best way to reach you and the accommodation needed to assist you with the applicant process.