JOB DESCRIPTION:

The North American Contact Centre (NACO) is comprised of over 6500 employees across North America supporting over 50MM annual live customer / client contacts and 200MM+ automated contacts across four lines of business (TD Insurance, Wealth, TD Bank & TDCT) . In the Wealth Contact Centre, w e service over a million customers, supported by 1300+ wealth professionals a cross three distinct lines of business (Direct Investing, Money-In Advice, and Financial Planning Direct).

JOB REQUIREMENTS

What can you bring to TD ? Share your credentials, but your relevant experience and knowledge can be just as likely to get our attention. It helps if you have:

QUALIFICATIONS/SKILLS/EXPERIENCE:

• Confidence and the ability to lead and manage a significant business management workstream in an area of moderate risk, complexity, and scope
• Commitment to ensuring there is an integrated approach with other business management areas, broader organization, and enterprise wide
• Readiness to focus primarily on short to medium term strategy
• Adaptability to d eep knowledge and understanding of the business process constraints , organizational practices, and disciplines
• Sound to advanced knowledge of external competition, industry, and market trends in relation to your own function or busines s
• Strength in interacting closely with business leaders to both optimize resources and leverage TD’s operating model to maximize efficiency, effectiveness, and scale
• Expanded knowledge of Investment solutions, services, markets, and key competitors
• Exceptional listening & communication skills
• Ease working in a fast pace environment supporting front line teams

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.

ABOUT THIS ROLE

Reporting to the Senior Manager, Service and Performance Effectiveness, the successful candidate will collaborate with a variety of partners across Wealth and the Contact Centre to plan, develop , manage, and execute on our client and colleague irritant programs.

Responsibilities include:

• I dentification and tracking of process irritants and points of friction
• Thought leader ship with goal to transform the way we do our work contributing to a white glove experience for our valued clients
• Deliver ing process and workflow solutions
• I nfluenc ing partners to deliver enterprise tools meeting the needs of the next generation contact centre
• Inventory and rank the top process barriers an d top workflow optimization needs
• Analyze data trends and provide insights and recommended solutions
• Work with team members on reporting an d analytics, support team with BAU activities