Store Manager II - Rowley, MA

Store Manager IIThe Store Manager II develops, leads and contributes to the growth and profitability of our Consumer Business through the management of a Store portfolio including deposits, loans, fees and expenses. Leads, coaches and motivates the Store team to deliver a legendary Employee and Customer Experience while achieving shareholder value through solutions and referrals. Responsible for the Store growth by focusing on deepening customer relationships, putting the customer first and referring them to the right Specialist to ensure we are meeting their needs and providing the best advice to customers.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 requiredManages a medium sized store and team (based on U.S. TD Bank store levelling criteria)Oversees and leads a medium and/or complex and/or Denovo Store while growing talent, developing skills and capabilities to achieve career goals, support project/initiative success and achieve business resultsAccountable for achieving both Store and individual performance metricsAbility to manage multiple store locations and/or a diverse and complex customer base, if requiredActs as peer mentor to developing store managersRequires deep expert knowledge of the business, banking and bank operationsRequires deep expert process management knowledge and deep expert knowledge of the risk profile for team processes supported, advanced knowledge in identifying, tracking and resolving gapsProvides coaching, mentorship and guidance to others within area of expertiseOversees management of team requiring workforce to decision on acceptable level of risk-Moderate to High risk potential (loss/reputational)Acts as the highest point of escalation/contact within the store for issues raised from customers, other internal groups and/or partnersOriginates loan applications, handles Conditions of Lending and conducts loan closingsMaintains an active registration status with NMLS (Nationwide Mortgage Licensing System and Registry)Education & Experience:Undergraduate degree or equivalent experience4+ years related experience required (retail, customer service and/or financial services industries) supervisory, leadership and coaching experience required4+ years experience of proven business development skills, including ability to conceptualize and implement strategies4+ years of proven leadership and coaching experience requiredSmall Business and Consumer lending experience requiredKnowledge of Bank product lines and services as well as an understanding of Store operations and securityProven ability to manage competing priorities, strategically aligning efforts and activities to meet Store goals and objectivesStrong financial analysis skillsStrong presentation, analytical, interpersonal and collaborative skills with all levels of internal and external customersExcellent verbal and written communication skillsDemonstrated ability to lead and motivate team membersProficient with Microsoft Office suiteNotary License (preferred)Customer Accountabilities:Manages the service and advice team promoting a positive customer and colleague experienceLeads, coaches and develops a team of service and advice colleagues on services, product and sales informational conversations and/or advice-giving service strategies and tactics to improve the overall customer experience which includes improving overall financial confidence in both colleagues and customersCoaches to ensure customer issues are handled appropriately through customer problem resolution guidelines and personally participates in the negotiation and problem resolution where necessaryActively promotes the Bank's presence/brand within the community through participation and leadership in community business groups, initiatives, fundraisers, etc.Builds relationships by promoting a client/customer centered organization and proactively addresses customer needsContributes to the execution and achievement of the team and the store's service customer experience targets by coaching/modeling appropriate attributes and behaviors; leads the store in the execution of advice plan/objectivesProvides oversight of store premises and ensures the customer and colleague areas are professional and inviting in appearanceEnsures overall colleague scheduling is optimal to meet customer demandsProvides ownership/oversight of complex daily operational/administrative dutiesShareholder Accountabilities:Creates store-specific strategies to grow the businessUses reporting to identify opportunities to acquire and deepen customer relationships to drive deposits, investment and loan growthPartners with Specialists to grow and advise new and existing customersWorks with partners, including Small Business, Commercial, Consumer Lending and Wealth to grow the Store PortfolioManages the Store budget to meet expense and revenue objectives and revenue and manages expensesDrives One TD - Builds and sustains awareness and engagement to increase partnership across Retail and all Lines of Business with a focus on Digital to meet and exceed goalsProactively reaches out to prospects to develop and deepen relationships through needs-based conversationsIdentifies and develops relationships with Personal, Small Business and Center and Influence (COIs) to generate demand for TD products and servicesAchieves business objective for Operational ExcellenceEnsures necessary due diligence to support the accuracy of all customer transactions/activitiesFollows and ensures colleagues understand and apply bank operating policies and proceduresProtects the interests of the organization – identifies and manages risks, and escalates non-standard, high risk transactions/activities as necessaryKeeps abreast of emerging issues, trends, and evolving regulatory requirements and assesses potential impactsMaintains a culture of risk management and control, supported by effective processes in alignment with risk appetiteEnsures colleagues are knowledgeable; and assumes responsibility to minimize operational and regulatory risk by complying with Bank and industry Code of ConductWorks alongside other business lines including Wealth and Business Banking to stay abreast of emerging trends in the market, support referrals across business lines through ongoing training and coaching to store colleaguesColleagues at higher levels may be responsible for acting as a leader in the provision of One TD services to customers, demonstrating cohesive partnership for business planning and community involvementEmployee/Team Accountabilities:Leads, coaches and develops store teammates to create a consistent legendary customer experienceCoaches teammates to provide the best advice to potential and existing TD Bank customersResponsible for management of the overall team providing both leadership and guidanceSets targets and objectives for the team, and holds the team accountable to deliver results and objectivesGrows team expertise to align with business/enterprise demand and direction; assesses team skills and capabilities and continually looks for ways to provide and enhance the value they deliver to customersLeads a high performing team; provides on-going feedback and performance reviews, coaches and develops colleagues and ensures performance management activities are undertaken and completed for all colleaguesLeads the process of setting performance objectives for the team; tracks, monitors and effectively addresses and/or rewards performance in a timely mannerEnsures colleagues are in compliance with all human resources policies, procedures and guidelines of conduct and escalates to the appropriate partners to manage colleague riskShares knowledge, information, skills, and subject matter expertise among the team and ensures the timely communication of issues and encourages good working relationships with other functions and teamsSupports an environment where team freely escalates business challenges; facilitates change through positive reinforcement of milestones and successesRecruits for all hires to ensure a highly diverse, qualified workforce to achieve business objectivesEstablishes and fosters a cohesive team; promotes a fair and equitable environment that supports a diverse workforce and encourages the team to achieve common goals and objectivesActs as a brand ambassador for your business area/function and the bank, both internally and/or externallyColleagues at the highest levels may be responsible for acting as a leader in the Market and/or Region for change management, performance measures/management, and talent pipeline developmentOCC Language:This position falls within the definition of Loan Originator as defined under Regulation Z of the Truth in Lending Act, 12 CFR Part 1026.36, and the definition of Mortgage Loan Originator as defined under the Secure and Fair Enforcement for Mortgage Licensing Act of 2008 (SAFE Act), 12 U.S.C. §§ 5102 et