Senior Manager, Internal Sales & Service Support

Work Location:

New York New York United States of America

Hours:

40

Pay Details:

$115440 - $186160 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 candidates 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:

TD Wealth

Job Description:

This role is responsible for leading the firms advisor support organizations across either high net worth institutional or mass affluent distribution channels. Oversees the internal sales and operational support functions that enable advisors to deliver a high-quality client experience while ensuring operational excellence risk management regulatory adherence and scalable service delivery. Responsible for all people management accountabilities and works in partnership with the Wealth Market Presidents (WMPs) other sales leadership operations compliance product and data/analytics. The role leads teams supporting advisor and client needs including new account onboarding money movement wires account maintenance transactional processing client communications cash management call center operations and frontline service escalation management.

This role serves as a strategic and operational leader with direct accountability for service quality advisor satisfaction employee development operational controls and execution of enterprise service initiatives. This role will establish consistent practices across the footprint ensuring best practices and policies are created and followed. Collaborates with Products & Services Operations and Compliance colleagues to help train service and sales employees on new operational processes platforms and standard operational procedures.

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
• Coordinates and/or develops training/education workshops with emphasis on client service
• Promotes a consistent legendary Customer Experience with a focus on growth productivity sales effectiveness and compliance and risk management across the footprint
• Works to develop a formal Associate On-Boarding process Client On-Boarding/The Entire Client Experience and Service model delivery standard
• Analyzes team performance provides feedback guidance training and encouragement to impact efficiency & revenue opportunities
• Leads the associate off-boarding process to ensure timely closure of access and monitoring of e/voice mails
• Leverages Client Service Supervisors to provide product review feedback as well as product/process improvement discussions
• Ensures Client Service Supervisors utilize capacity planning software
• Maintains communication with all on a regular basis through regular meetings visits webinars and conference calls
• Communicates processes updates and policies to employees for proper utilization of bank systems and applications
• Guides team on process changes and communication of implementation of new processes
• Reviews and develops processes to prevent losses and executes cost saving measures
• Develops administers and updates procedures and policies to support business growth
• Drives sales and revenue growth by partnering with centralized registered sales representatives to drive client experience and support model
• Partners with Wealth Market Presidents to ensure consistent client experience and advisor support delivery across the footprint
• For centralized sales team coordinates with all interested parties (marketing field operations etc.) to create client action plan that can be managed and checked in Salesforce
• Leads internal sales service and advisor support teams across centralized and field-aligned functions
• Oversees support activities across client servicing account opening money movement managed accounts brokerage support annuities ACATs financial planning support and client communications
• Ensures consistent service delivery effective escalation management and strong coordination across front middle and back office partners including operations banking compliance marketing and distribution
• Aligns organizational structure capacity and support models to advisor needs client experience expectations and business growth priorities
• Supports sales execution and revenue growth through centralized sales management coordinated client action plans and effective use of Salesforce and related tools
• Maintains regular communication with teams and business partners through meetings visits webinars and updates to drive alignment and execution
• Drives operational excellence by standardizing service models workflows procedures onboarding practices and quality expectations across support functions
• Uses metrics customer satisfaction insights capacity planning and service-level reporting to improve productivity efficiency and the advisor and client experience
• Leads process improvement policy and procedure development and cross-functional execution with operations and compliance to support scalable growth and smoother implementation of change
• Strengthens operational resiliency business continuity training delivery and service readiness across support channels
• Maintains a strong control environment across internal sales and service activities ensuring adherence to FINRA SEC AML privacy and firm policy requirements
• Oversees supervisory practices policy execution issue escalation complaint handling and remediation to mitigate operational regulatory and reputational risk
• Supports audits exams OSJ preparation and documentation readiness including oversight of employee supervision communication review blotter review and other required control activities
• Monitors risk indicators and control effectiveness escalates customer complaints and other concerns appropriately and drives corrective action when needed
• Attracts develops and retains high-performing leaders and team members across sales service and support functions
• Sets clear goals performance expectations and accountability standards while providing coaching feedback training and development opportunities
• Leads workforce planning hiring onboarding offboarding succession and compensation and disciplinary processes to build scalable capabilities and maintain strong oversight
• Fosters a culture of teamwork client focus continuous improvement and disciplined execution

Education & Experience:

• Bachelors degree required
• Must be Series 7 63/65 or 66 and 24 licensed
• Additional licenses may be required
• Minimum of 10 years business experience in a financial institution with an emphasis in operations or administration
• Must have supervisory experience
• Possesses a minimum of 7 years businesses experience in retail brokerage and private wealth management with an emphasis in operations supervision and administration preferred
• Ability to obtain a valid and active Life & Health insurance license
• Consultative sales experience required
• Proven ability to establish relationships and partner effectively with other departments

OCC Language:

• This position is with a FINRA member broker and/or dealer and is subject to the requirements of FINRA and Securities Laws. May (or may not) be a registered position under FINRA.
• Must be eligible for employment under standards established by FINRA. Subject to the investigation and verification requirements of FINRA Rule 3110(e) including: the Firms obligation to investigate the good character business reputation qualifications and experience of an applicant for registration before applying to register the applicant with FINRA and filing the applicants Form U4 with the CRD and before representing on the applicants Form U4 that it has conducted this investigation and verified the accuracy and completeness of the information contained in the applicants Form U4; and the Firms obligation to verify the accuracy and completeness of the information contained on the applicants Form U4 no later than 30 calendar days after the Form U4 is filed with FINRA.
• Satisfactory results on a criminal background check credit report check civil litigation search and regulatory agency or self-regulatory organization enforcement action search and statements/certification from job applicant regarding administrative civil and/or criminal findings by any government agency/authority or self-regulatory organization are required by federal law for this position.

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 worlds 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 95000 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:
Were delighted that youre considering building a career with TD. Through regular development conversations training programs and a competitive benefits plan were committed to providing the support our colleagues need to thrive both at work and at home.

Colleague Development

If youre interested in a specific career path or are looking to build certain skills we want to help you succeed. Youll 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 youre 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.

Were 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 youve got everything you need to succeed in your new role.

Interview Process
Well 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.

Required Experience:

Senior Manager