Team Manager II, USCC

TD Bank

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Team Manager II, USCC - Mt. Laurel, NJ Spanish Bilingual

Mount Laurel, NJ

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Work Location:

Mount Laurel, New Jersey, United States of America

Hours:

40

Pay Details:

$61,880.00 - $92,560.00 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

Education & Experience:

Bachelor's degree or progressive work experience in addition to experience below

2+ years' related experience required

Prior leadership experience or progressive respon

Spanish Bilingual

sible 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

Physical Requirements:

Never: 0%; Occasional: 1-33%; Frequent: 34-66%; Continuous: 67-100%

Domestic Travel - Occasional

International Travel - Never

Performing sedentary work - Continuous

Performing multiple tasks - Continuous

Operating standard office equipment - Continuous

Responding quickly to sounds - Occasional

Sitting - Continuous

Standing - Occasional

Walking - Occasional

Moving safely in confined spaces - Occasional

Lifting/Carrying (under 25 lbs.) - Occasional

Lifting/Carrying (over 25 lbs.) - Never

Squatting - Occasional

Bending - Occasional

Kneeling - Never

Crawling - Never

Climbing - Never

Reaching overhead - Never

Reaching forward - Occasional

Pushing - Never

Pulling - Never

Twisting - Never

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

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required. The listed or specified responsibilities & duties are considered essential functions for ADA purposes.

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 strive to make every interaction, product, and experience remarkably human and refreshingly simple for 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 foster deeper relationships, ensure disciplined execution, and build a simpler, faster banking experience. TD is deeply committed to being a leader in client experience, that is why we believe that all colleagues, no matter where they work, are client facing. Together, we are reimagining what banking can be for our clients, colleagues and communities.

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.

If you're passionate about helping clients and building deep, lasting relationships, TD offers diverse career paths where you can grow your expertise and make a meaningful impact.

We're committed to your success and foster a respectful workplace where diverse perspectives are valued, everyone has fair opportunities to grow, and you can unlock your full potential to achieve your career goals. Here at TD, we hire and develop the best.

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 ... . Include your full name, best way to reach you and the accommodation needed to assist you with the applicant process.

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

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