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Assistant Store Manager, Shady Grove
4 months ago
**Work Location**:
Gaithersburg, Maryland
**Hours**:
40
**Pay Details**:
$28.25 - $42.50 USD
**Line of Business**:
Personal & Commercial Banking
The Assistant Store Manager is an experienced leader who manages the day-to-day service, sales, and operational objectives in a Store location. The role is focused on leading a team to grow and deepen Customer relationships by delivering TD’s model of convenience, sales and advice, and differentiating with a personalized, connected experience. This role can lead the Store with mínimal direction and has the knowledge and experience to make decisions for day-to-day work on the teller line or platform.
**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
**Education & Experience**:
- Undergraduate degree or equivalent experience
- 2+ years related experience required
- Supervisory or leadership experience required
- Demonstrated ability to provide Legendary Customer Service
- Strong verbal and written communication skills
- Sales and Operational Management skills
- Ability to manage competing priorities
- Previous consumer and residential lending experience preferred
- Proficient in Microsoft Office
- Knowledge of TD Bank products and services
- Demonstrated organization, interpersonal, communication and decision-making skills
- Shows proficiency with expense management
- Notary License (preferred)
- Must maintain an active registration status with NMLS (Nationwide Mortgage Licensing System and Registry)
**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
**Shareholder Ac
