Assistant Store Manager- Trenton

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 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 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. 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