Assistant Store Manager - Keene, NH (West St)

Assistant Store Manager

Work location: Keene, New Hampshire, United States of America

Hours: 40

Pay details: $29.75 - $44.50 USD

Line of business: Personal & Commercial Banking

Job description: The Assistant Store Manager is an experienced leader who manages the day-to-day service, sales, and operational objectives in a store location. The role is focused on leading a team to grow and deepen customer relationships by delivering TD's model of convenience, sales and advice, and differentiating with a personalized, connected experience. This role can lead the store with minimal direction and has the knowledge and experience to make decisions for day-to-day work on the teller line or platform.

Depth & scope:

• Leads a team of advice and service colleagues in the achievement of individual and store objectives that result in legendary customer and colleague experience, and achievement of established performance goals
• Provides day-to-day team leadership and work direction to ensure effective/efficient delivery of personalized/complex service and advice activities and/or solutions while maintaining compliance and regulatory guidelines
• Leads the team in overseeing the most complex or diverse sales advice activities that entails complete multiple step processes that involve numerous systems, partners and complexity
• Requires knowledge and understanding of financial concepts, a broad range of products, services and tools, business and process management acumen aligned with TD's consultative approach with customers to deliver customers end-to-end advice they expect: (1) building trust with educational content & tools, (2) providing consultative support, and (3) advocating with proactive insights & recommendations
• Responsible for driving and reinforcing advice activities/capability for the team through continued team observations, coaching, oversight, and communication ensuring the team is offering proactive advice by making product recommendations by highlighting product features and benefits based on customer needs with more complex banking needs ultimately building customer financial confidence; ensuring these activities are positively impacting customer experience
• Possesses comprehensive knowledge of the local market, competitive offers, and economic trends to support advice recommendations that support customer financial empowerment
• Effectively handles critical and/or high-risk issues, determining the most appropriate course of action for resolution
• Drives advice behaviors within the team by coaching and developing a team to deliver exceptional service by exceeding the needs of customer expectations
• Leads and coaches advisory team on advice giving strategies and overall product and services acumen
• Establishes work direction and role ownership on delivering advice as well as achieving daily/quarterly/annual objectives
• Delivers end to end advice to customers by providing information and tools for financial management that help customers achieve their goals, and provides real time insights
• Contributes to the achievement of business objectives by identifying advice opportunities and referrals, enabling business growth
• Actively participates in community events, promoting the TD brand while servicing the needs of the community
• Connects with our customers/prospects, provides financial advice, and deepens relationships through lead management activities to include the creation & management of self-generated leads, the management of received partner/retail to retail referral leads or campaign leads, customer outreach (outbound calls, relay sms), setting and/or hosting appointments, and lead prioritization

Education & experience:

• Undergraduate degree or equivalent experience
• 2+ years experience working with customers and or sales in any capacity or equivalent
• Supervisory or leadership experience preferred
• Demonstrated ability to provide legendary customer service
• Strong verbal and written communication skills
• Sales and operational management skills
• Ability to manage competing priorities
• Previous consumer and residential lending experience preferred
• Proficient in Microsoft Office
• Knowledge of banking products and services preferred
• Demonstrated organization, interpersonal, communication and decision-making skills
• Shows proficiency with expense management
• Notary license (preferred)
• Must maintain an active registration status with NMLS upon hire (nationwide mortgage licensing system and registry) to be able to engage in conversations with customers about loan products, facilitates the application intake

Customer accountabilities:

• Creates an environment where the team interacts with customers in a warm and engaging manner, actively listening, and asking clarifying questions
• Contributes to the achievement of business objectives by proactively attracting, acquiring and retaining customers, advice opportunities and referrals, to increase profitability and enable business growth
• Establishes and supports strong partnership between colleagues that handle customer day to day transactions and platform bankers/and partners for effective referrals
• Leads and reinforces customer service activities; supporting customers through challenging times and life events, demonstrating knowledge and financial expertise of products and services to help align the customer to the best product/service to meet and exceed their needs
• Responsible for maintaining optimal colleague scheduling to ensure customer demands and compliance requirements are met
• Acts as an escalation point for customer problem resolution identifies how to prevent the problem from happening and educates the customer
• Creates personal experiences by getting to know each customer's needs to help turn their goals into reality
• Understands and supports the bank's customer service strategy
• Considers the impact of decisions on the well-being of TD, its customers, and stakeholders
• Provides the highest level of customer service when dealing with internal partners, vendors, and customers
• Proactively adheres to professional and inviting space in all common areas of the store, adhering to premises, marketing, and/or regulatory guidelines; particularly, this role helps ensure that the lobby and frontline meet internal/external policies and/or regulatory requirements

Shareholder accountabilities:

• Leads and drives operational compliance of all store operations including teller and platform operations
• Leads the team in completing day to day processes/transactions/activities and oversees completion and quality of work
• Ensures the store operates efficiently by adhering to the banks policies and procedures and by passing all audits
• May perform daily store operation activities including account maintenance, wire transfers, store opening and closing, and cash management
• Develops/leads store in operational excellence plan
• Vault management, including monthly vault and drawer audits
• Identifies and mitigates risk and proactively audits for adherence to compliance, policies and procedures and overall operational soundness of the store
• Understands and applies operating policies and procedures
• Supports the timely and accurate completion of business processes and procedures
• Escalates non-standard or high-risk transactions/activities as necessary
• Ensures documentation that is prepared/completed is accurate and properly reflects customer/business intentions and is consistent with relevant rules/regulations
• Supports and participates in process improvement opportunities
• Ensures necessary due diligence to support the accuracy of all customer transactions/activities
• Proficiency, understanding, compliance with of the bank code of conduct

Employee/team accountabilities:

• Leads and supports a high performing team; provides ongoing feedback and performance reviews, coaches and develops colleagues and ensures performance management activities are undertaken
• Leads, reinforces, and embeds TD's shared commitments
• Contributes to the process of setting performance objectives for the team; tracks, monitors and effectively addresses and/or rewards performance in a timely manner
• Ensures colleagues comply with all TDBFG policies, procedures, and guidelines of conduct (regarding customer interactions, products, and services, etc.)
• Shares knowledge, information, skills, and subject matter expertise among the team and ensures the timely communication of issues and encourages good working relationships with partners and other teams
• Supports an environment where team freely escalates business challenges; facilitates change through positive reinforcement of milestones and successes
• Participates in the recruitment and selection process for all hires to ensure a highly diverse, qualified workforce to achieve business objectives
• Promotes a fair and equitable environment that supports a diverse workforce and encourages the team to achieve common goals and objectives
• Acts as a brand champion for your business