Store Supervisor - Bedford, MA

Job Title

This role supervises day-to-day team activities to ensure operational excellence and compliance with policies and procedures to mitigate risk and protect the Bank and Customers. This role will drive, reinforce, and demonstrate meeting Operational, Customer and Sales objectives. In the absence of any other manager, the role is expected to manage the Store and have the ability to run the teller side, platform, and Customer escalations. The role supports driving a team in acquiring, retaining and deepening relationships by reinforcing sales & advice activities that create personalized, connected experiences.

Depth & Scope

Provides supervisory oversight to a team of advice and service colleagues in the achievement of individual and Store objectives that result in legendary Customer and colleague experiences

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

Closely monitors workflows for the teller team and platform, prioritizing tasks and delegating duties and responsibilities

Work focus time horizon is generally short term with low to moderate risk

Demonstrates understanding of bank operational policies, procedures and regulations and establishes expectations, delegates tasks as appropriate and educates the team on how they play a part in managing risk and protecting TD Bank, Employees and our Customers

Drives operational excellence in the Store, including but not limited to cash handling, vault management, control of negotiable items, preventing fraud, managing controllable expenses, promoting integrity, Customer privacy and Employee safety

Engages in conversations with customers about loan products, facilitates the application intake so must maintain an active registration status with NMLS (Nationwide Mortgage Licensing System and Registry)

Leads, develops and coaches the team on delivering effective Customer service, product, advice conversations and/or advice-giving service; supports service and advice strategies and tactics to improve the overall Customer experience

Proficient in Customer relationship tools, services, products and campaigns to support the teams in advocating for the Customer by promoting these items and educating the Customers to assist with their financial needs

Requires knowledge and understanding of financial literacy/a broad range of products, services and tools 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

Acquires and deepens the Store Customer base through a variety of proactive sales and service activities utilizing generated leads specific to (Small Business, Residential Mortgages, Customers that show a need in a more complex product)

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

HS Diploma or GED required; undergraduate degree preferred

2+ years related experience working with customers and or sales in any capacity or equivalent

Notary License (preferred)

Previous supervisory or demonstrated ability in providing direction, decision making, coaching Oversight of Customer Service

Proven ability to meet and exceed Customers' expectations

Strong organization skills to handle multiple tasks in a fast-paced environment

Effective verbal and written communication skills

Sound judgment in decision making and problem solving

Ability to multi-task and maintain order in the Store

Good working knowledge of Outlook, Lotus Notes, Word and Excel

Ability to supervise and lead others

Ability to provide community services

Customer Accountabilities

Delivers Customers end-to-end advice they expect: (1) building trust with educational content & tools, (2) providing consultative support, and (3) advocating for them with proactive insights & recommendations

Proficient in all products and services to provide consultative advice to Customers as well as coaches and mentors the Store team to deliver on these items

Leads, coaches, and drives exceptional service at every Customer interaction in the lobby and on the frontline

Completes Customer transactions and utilizes Customer relationship management tools to engage in needs based conversations

Engages in Lobby leadership and represents TD as the first point of contact for Customer inquiries and escalations; taking ownership and remediating any Customer complaints

Leads the execution of the Store Customer experience plan/objectives; supports the execution of the Store advice plan/objectives while ensuring operational excellence

Coaches to ensure Customer issues are handled appropriately through Customer problem resolution guidelines and personally participates in the negotiation and resolution where necessary; empowers colleagues to act as a point of escalation for Customer concerns, and takes personal ownership when concerns cannot be managed at junior levels

Responsible for a legendary service process in the Store, which includes responsibility for over the counter transactions and more complex sales and service questions and requests

Leads and coaches frontline colleagues on effective Customer complaint resolution

Shared accountability with Store Leaders for Lobby Leadership

Acts as leader in achieving an overall Legendary Customer experience in the Store

Responsible for maintaining optimal colleague scheduling to ensure Customer demands and compliance requirements are met

Assists with maintaining a 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

Works collaboratively with TD Partners to ensure all Customers are serviced in the channel best suited to their needs

Decisions more advanced transactions as well as processes transactions that range from routine to advanced, including check cashing, large withdrawals, deposits, and loan payments, in accordance with Bank policies and procedures

Shareholder Accountabilities

Operational Accountability

Strong working knowledge of all operational systems and databases

Responsible for Vault Management, including the auditing, reporting, and balancing. Manages the Store currency levels, tracks currency shipments and deliveries

Requires process management knowledge and a good understanding of the business and operational function areas supported as they lead the operational standards of the Store, including but not limited to cash handling, control of negotiable items, preventing fraud, managing controllable expenses, promoting integrity, Customer privacy and colleague safety

Plans, organizes and coordinates the activities for own area and resolves operational issues/escalations within the Store

Ownership/oversight of simple to complex daily branch administrative duties

Approves financial transactions using sound judgment to minimize risk and potential losses from fraud and other decisions that will impact Store financial results

Responsible for Operational excellence and compliance in the Store to include cash control procedures to bolster security and eliminate fraud and cash loss leading the team to follow policy and procedure for Customer Authentication

Understands and applies operating policies and procedures

Contributes to business objectives for Operational Excellence

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

Is knowledgeable of and complies with Bank Code of Conduct

Employee/Team Accountabilities

Leads and supports a high performing team; provides ongoing feedback, coaching and input on performance reviews, coaches and develops colleagues

Contributes to the process of setting daily objectives for the team; tracks, monitors and effectively addresses and/or rewards performance in a timely manner

Ensures colleagues are in compliance with all Regulatory and TD Bank U.S. policies, procedures and guidelines of conduct (regarding Customer interactions, products and services, etc.)

Supports, mentors and coaches team members in their professional development

Creates and fosters a cohesive team and promotes a strong colleague experience

Shares 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 teams

Onboards team members to ensure a positive experience and proficiency in role

Supports an environment where team freely escalates business challenges; facilitates change through positive reinforcement