Store Supervisor

4 weeks ago

Street, United Kingdom TD Bank Full time

**Work Location**:
535 Boylston Street

**Hours**:
40

**Pay Details**:
$25.50 - $36.00 USD

**Line of Business**:
Personal & Commercial Banking

The Store Supervisor 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 Store Supervisor 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

**Education & Experience**:

- HS Diploma or GED required; undergraduate degree preferred
- 2+ years related experience required
- Notary License (preferred)
- Previous supervisory or demonstrated ability in providing direction, decision making, coaching Oversight of Customer Service
- Representative and Teller experience
- 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
- Application of sound judgment in making decisions
- Demonstrated vault management and drawer settlement competency in accordance with Teller Operational Standards
- 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
- Strong working knowledge of all operational systems and databases
- Ability to supervise and lead others
- Ability to provide community services
- Must maintain an active registration status with NMLS (Nationwide Mortgage Licensing System and Registry)

**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, adher

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