430989BR

　　Job Title:

　　Team Manager II (US) - Overnight

　　Company Overview:

　　Our Values

　　At TD, we're guided by our purpose to enrich the lives of our customers, communities and colleagues, and share a set of values that shape our culture and behaviors. In exchange for how our colleagues show up to help TD succeed, we are committed to delivering a colleague experience grounded in Impact, Growth and a Culture of Care. No matter where you work across TD, we empower you to make an impact at work and in your community, explore and grow your career, and be part of our caring and inclusive culture.

　　Making Your Well-being a Priority

　　A caring and supportive culture that promotes colleague well-being is core to who we are. At TD, we focus on total well-being with extensive programs to help colleagues assess, manage, and improve their well-being across four core pillars — physical, financial, social and mental/emotional. In addition, we champion a safe and inclusive work environment, so colleagues feel a sense of belonging and feel supported in their personal and professional growth. Through our focus on well-being, we know that we can help our colleagues thrive, contribute to our culture of care, and support better business outcomes, because when colleagues feel their best, they're more likely to do their best.

　　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.

　　How We Work

　　At TD, we believe in-person connections fuel collaboration and collective creativity. Our workplace experience empowers colleagues to do great work side-by-side at TD locations, while offering flexibility to work remotely where it makes sense for the work and team. Our teams work in one of three workplace models: hybrid, onsite and primarily remote. Wherever our colleagues are working, they’ll always have access to the TD community to experience our culture of care.

　　Who We Are

　　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.

　　Auto req ID:

　　430989BR

　　Department Overview:

　　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.

　　Country:

　　United States

　　Job Requirements:

　　Education & Experience:

　　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

　　Hours:

　　40

　　Job Details:

　　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

　　Inclusiveness:

　　Our Commitment to Diversity, Equity, and Inclusion

　　At TD, we’re committed to fostering an environment where all colleagues are encouraged to bring their authentic selves to work, experience equitable opportunities, and feel respected and supported. We’re dedicated to building an inclusive workforce that reflects the diversity of the customers and the communities in which we live and serve.

　　EOE/Minorities/Females/Veterans/Individuals with Disabilities/Sexual Orientation/Gender Identity.

　　Accommodation

　　If you are a candidate with a disability and need accommodations to complete the application process, email the TD Bank US Workplace Accommodations Program at [email protected]. Include your full name, best way to reach you, and the accommodation needed to assist you with the application process.

　　How We're Helping Make an Impact in Communities

　　TD has a long-standing commitment to help drive progress towards a more inclusive and sustainable future. That’s why we launched the TD Ready Commitment in 2018, now a multi-year North American initiative. Under the TD Ready Commitment, we are targeting a total of $1 billion by 2030 in community giving across four key, interconnected drivers of change: Financial Security, Vibrant Planet, Connected Communities, and Better Health. It’s our goal to help support change, nurture progress, and contribute to making the world a better, more inclusive place for our customers, colleagues, and communities.

　　We look forward to hearing from you!

　　State:

　　Florida, New Jersey, South Carolina

　　City:

　　Greenville, Jacksonville, Mount Laurel

　　Work Location:

　　4600 Touchton Road (Jacksonville Call Center), Greenville Campus Building C - 200 Carolina Point Parkway, Mt Laurel - 6000 Atrium Way

　　Business Line:

　　TD Bank AMCB

　　Job Category - Primary:

　　Call Center

　　State (Primary):

　　South Carolina

　　State #2:

　　New Jersey

　　State #3:

　　Florida

　　City (Primary):

　　Greenville

　　City #2:

　　Mount Laurel

　　City #3:

　　Jacksonville

　　Time Type:

　　Full Time

　　Employment Type:

　　Regular

　　Hours/Availability Detail:

　　40

　　Pay Range:

　　$56,680 - $91,000 annually

　　Federal law prohibits job discrimination based on race, color, sex, sexual orientation, gender identity, national origin, religion, age, equal pay, disability and genetic information.