**Work Location:** Halifax, Nova Scotia, Canada **Hours:** 37.5 **Line of Business:** TD Wealth **Pay Details:** $62,300 - $93,500 CAD 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 candidate's 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. **Job Description:** ***** Preferred candidate identified * **PRIMARY PURPOSE OF THE ROLE:** This role is responsible for leading a team of highly skilled support staff with diverse capabilities conducting day-to-day operations of a fast-paced Center ensuring a positive working environment, effective change management, consistent process improvements, and adherence to ever-changing regulatory and control requirements. **CUSTOMER:** • Lead, coach, develop and oversee a diverse team of Private Client Service Associates (PCSA) and other Centre support staff • Lead operational improvements and coordinate the implementation of new policies & procedures intended to improve the quality of the client experience • Provide guidance on addressing client complaints, and when needed manage and escalate client concerns to Market Manager and/or National Office as appropriate • Remain abreast of client feedback on service quality and coach the team towards preventing issues and improving the client experience • Lead change management initiatives, together with Center Management, to ensure implementation is smooth and adoption is early • Facilitate and lead training/education workshops on Branch Controls, Compliance and Fraud Prevention **SHAREHOLDER:** • Supervise day-to-day operations / activities, balance workloads, ensure compliance to internal / external requirements and the achievement of service level standards • Coach and develop employees to proactively identify client product and services needs and deliver on the business sales, advice strategies and individual goals • Resolve escalated matters and refer complex issues / situations beyond own level of expertise • Ensure adherence to operating standards and processes – perform quality checks and validation of work • Review and/or update procedures ensuring all functions and systems are well documented • Ensure necessary due diligence to support the accuracy of all client transactions / activities • Follow and ensure employees understand and apply bank operating policies and procedures • Protect the interests of the organization – identify and manage risks, and escalate non-standard, high risk transactions / activities as necessary • Keep abreast of emerging issues, trends, and evolving regulatory requirements and assess potential impacts. • Maintain a culture of risk management and control, supported by effective processes in alignment with risk appetite • Ensure employees are knowledgeable; and assume responsibility to minimize operational and regulatory risk by complying with Bank and industry Code of Conduct **EMPLOYEE TEAM:** • Lead, coach, develop and oversee a diverse team of Client Service Associates and other branch support staff • Contribute to the process of setting performance objectives for the team; track, monitor and effectively address and/or reward performance in a timely manner • Act as primary delegate when Market Manager is offsite. Perform required oversight on projects and programs • Manage employees in compliance with all human resources policies, procedures and guidelines of conduct • Share knowledge, information, skills, and subject matter expertise on day-to-day transactional policies and procedures among the team and ensure the timely communication of issues and encourage good working relationships with other functions and teams • Support an environment where team freely escalates business challenges; facilitate change through positive reinforcement of milestones and successes • Lead the recruitment and selection process for all support staff hires to ensure a highly diverse, qualified workforce to achieve business objectives • Promote a fair and inclusive environment that supports a diverse workforce and encourage the team to achieve common goals and objectives • Act as a brand champion for the business area/function and the bank, both internally and/or externally **BREADTH & DEPTH** • Lead a team, responsible for a wide range of processes, and in completing day-to-day processes / transactions / activities, involving multiple steps, systems, and jurisdictions • Requires advanced skills and expertise in a range of products and services, processes, procedures and systems in a set of focus areas, where transactions could be characterized by moderate risk • Requires intermediate level of knowledge of Retail Banking systems, applications, processes and procedures • Closely monitor workflows, prioritizing tasks and delegating duties and responsibilities and work focus time horizon is generally short to medium term • Plan, organize and coordinate the activities for own area and resolves operational issues • Manage team requiring workforce to decision on acceptable level of risk- Low to Moderate risk potential (loss/reputational) for functional area • Decision making authority and ambiguity of issues managed generally limited to less complex, non-standard issues or exceptions • Effectively handle day-to-day issues, determining the most appropriate course of action for resolution • Knowledge of Bank regulatory risk and compliance policies, processes and requirements • Generally reports to Market Manager **EXPERIENCE & EDUCATION:** • Post-secondary/university degree • 5+ years of related people manager experience • Canadian Securities Course (CSC) **Who We Are:** TD is one of the world's leading global financial institutions and is the fifth largest bank in North America by branches/stores. Every day, we deliver legendary customer experiences to over 27 million households and businesses in Canada, the United States and around the world. More than 95,000 TD colleagues bring their skills, talent, and creativity to the Bank, those we serve, and the economies we support. We are guided by our vision to Be the Better Bank and our purpose to enrich the lives of our customers, communities and colleagues. TD is deeply committed to being a leader in customer experience, that is why we believe that all colleagues, no matter where they work, are customer facing. As we build our business and deliver on our strategy, we are innovating to enhance the customer experience and build capabilities to shape the future of banking. Whether you’ve got years of banking experience or are just starting your career in financial services, we can help you realize your potential. Through regular leadership and development conversations to mentorship and training programs, we’re here to support you towards your goals. As an organization, we keep growing – and so will you. **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 a base salary, variable compensation, and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off, banking benefits and discounts, career development, and reward and recognition programs. Learn more (http://www.td.com/ca/en/about-td/who-we-are/benefits-of-working-at-td) **Additional Information:** We’re delighted that you’re considering building a career with TD. 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. Please be advised that this job opportunity is subject to provincial regulation for employment purposes. It is imperative to acknowledge that each province or territory within the jurisdiction of Canada may have its own set of regulations, requirements. **Colleague Development** If you’re interested in a specific career path or are looking to build certain skills, we want to help you succeed. You’ll 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. Whether you have a passion for helping customers and want to expand your experience, or you want to coach and inspire your colleagues, there are many different career paths within our organization at TD – and we’re committed to helping you identify opportunities that support your goals. **Training & Onboarding** We will provide training and onboarding sessions to ensure that you’ve got everything you need to succeed in your new role. **Interview Process** We’ll 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** Your accessibility is important to us. Please let us know if you’d like accommodations (including accessible meeting rooms, captioning for virtual interviews, etc.) to help us remove barriers so that you can participate throughout the interview process. We look forward to hearing from you! **Language Requirement (Quebec only):** Sans Objet Federal law prohibits job discrimination based on race, color, sex, sexual orientation, gender identity, national origin, religion, age, equal pay, disability and genetic information.