Assistant Store Manager

Job Description:

The Assistant Store Manager is a key leadership role at TD Bank, responsible for managing the day-to-day operations of a store location. This individual will lead a team of colleagues to deliver exceptional customer service, drive sales and advice activities, and maintain operational excellence.

Key Responsibilities:

• Lead a team of colleagues to achieve individual and store objectives, resulting in legendary customer and colleague experiences.
• Provide day-to-day team leadership and work direction to ensure effective and efficient delivery of personalized and complex service and advice activities.
• Oversee the most complex or diverse sales advice activities, involving multiple systems, partners, and complexity.
• Develop and reinforce advice activities and capabilities for the team through coaching, oversight, and communication.
• Drive operational compliance of all store operations, including teller and platform operations.
• Lead the team in completing day-to-day processes, transactions, and activities, and oversee the quality of work.

Requirements:

• Undergraduate degree or equivalent experience.
• 2+ years of experience working with customers and/or sales in any capacity or equivalent.
• Supervisory or leadership experience preferred.
• 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 banking products and services preferred.
• Demonstrated organization, interpersonal, communication, and decision-making skills.
• Shows proficiency with expense management.
• Notary License (Preferred).
• Must maintain an active registration status with NMLS upon hire (Nationwide Mortgage Licensing System and Registry) to engage in conversations with customers about loan products.

Customer Accountabilities:

• Create an environment where the team interacts with customers in a warm and engaging manner, actively listening and asking clarifying questions.
• Contribute to the achievement of business objectives by proactively attracting, acquiring, and retaining customers, advice opportunities, and referrals.
• Establish and support strong partnerships between colleagues handling customer day-to-day transactions and platform bankers/partners for effective referrals.
• Lead and reinforce customer service activities, supporting customers through challenging times and life events, demonstrating knowledge and financial expertise of products and services.
• Responsible for maintaining optimal colleague scheduling to ensure customer demands and compliance requirements are met.
• Act as an escalation point for customer problem resolution, identifying how to prevent the problem from happening and educating the customer.
• Create personal experiences by getting to know each customer's needs to help turn their goals into reality.
• Understand and support the Bank's Customer Service Strategy.
• Consider the impact of decisions on the well-being of TD, its customers, and stakeholders.
• Provide the highest level of customer service when dealing with internal partners, vendors, and customers.
• Proactively adhere to professional and inviting space in all common areas of the store, adhering to premises, marketing, and/or regulatory guidelines.

Shareholder Accountabilities:

• Lead and drive operational compliance of all store operations, including teller and platform operations.
• Lead the team in completing day-to-day processes, transactions, and activities, and oversee the quality of work.
• Ensure the store operates efficiently by adhering to the bank's policies and procedures and by passing all audits.
• May perform daily store operation activities, including account maintenance, wire transfers, store opening and closing, and cash management.
• Develop and lead the store in Operational Excellence plan.
• Vault Management, including monthly vault and drawer audits.
• Identify and mitigate risk and proactively audit for adherence to compliance, policies, and procedures and overall operational soundness of the store.
• Understand and apply operating policies and procedures.
• Support the timely and accurate completion of business processes and procedures.
• Escalate non-standard or high-risk transactions/activities as necessary.
• Ensure documentation that is prepared/completed is accurate and properly reflects customer/business intentions and is consistent with relevant rules/regulations.
• Support and participate in process improvement opportunities.
• Ensure necessary due diligence to support the accuracy of all customer transactions/activities.
• Proficiency, understanding, compliance with the Bank Code of Conduct.

Employee/Team Accountabilities:

• Lead and support a high-performing team, providing ongoing feedback and performance reviews, coaching, and developing colleagues, and ensuring performance management activities are undertaken.
• Lead, reinforce, and embed TD's shared commitments.
• Contribute to the process of setting performance objectives for the team, tracking, monitoring, and effectively addressing and/or rewarding performance in a timely manner.
• Ensure colleagues comply with all TDBFG policies, procedures, and guidelines of conduct (regarding customer interactions, products, and services, etc.).
• Share knowledge, information, skills, and subject matter expertise among the team and ensure the timely communication of issues and encourage good working relationships with partners and other teams.
• Support an environment where the team freely escalates business challenges, facilitates change through positive reinforcement of milestones and successes.
• Participate in the recruitment and selection process for all hires to ensure a highly diverse, qualified workforce to achieve business objectives.
• Promote a fair and equitable environment that supports a diverse workforce and encourages the team to achieve common goals and objectives.
• Act as a brand champion for your business area/function and the bank, both internally and/or externally.

OCC Language:

• This position falls within the definition of Loan Originator as defined under Regulation Z of the Truth in Lending Act, 12 CFR Part, and the definition of Mortgage Loan Originator as defined under the Secure and Fair Enforcement for Mortgage Licensing Act of 2008 (SAFE Act), 12 U.S.C. §§ 5102 et seq., and its implementing regulations, 12 CFR Part 1007.
• Must be eligible for employment with a covered financial institution under the standards established by Regulation Z of the Truth in Lending Act, 12 CFR Part.
• Must be eligible for registration as a registered mortgage loan originator with the NMLS (Nationwide Mortgage Licensing System and Registry) in accordance with the Secure and Fair Enforcement for Mortgage Licensing Act of 2008 (SAFE Act), 12 U.S.C. §§ 5102 et seq., and its implementing regulations, 12 CFR Part 1007.
• Satisfactory results on a criminal background check and a credit report check, and statements/certification from job applicant regarding administrative, civil, and/or criminal findings by any government agency/authority, are required by federal law for this position.

Physical Requirements:

• Domestic Travel - Occasional.
• International Travel - Never.
• Performing sedentary work - Continuous.
• Performing multiple tasks - Continuous.
• Operating standard office equipment - Continuous.
• Responding quickly to sounds - Occasional.
• Sitting - Frequent.
• Standing - Frequent.
• Walking - Frequent.
• Moving safely in confined spaces - Occasional.
• Lifting/Carrying (under 25 lbs.) - Occasional.
• Lifting/Carrying (over 25 lbs.) - Never.
• Squatting - Occasional.
• Bending - Occasional.
• Kneeling - Occasional.
• Crawling - Never.
• Climbing - Never.
• Reaching overhead - Never.
• Reaching forward - Occasional.
• Pushing - Never.
• Pulling - Never.
• Twisting - Never.
• Concentrating for long periods of time - Continuous.
• Applying common sense to deal with problems involving standardized situations - Continuous.
• Reading, writing, and comprehending instructions - Continuous.
• Adding, subtracting, multiplying, and dividing - Continuous.

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