Associate Vice President, Everyday Banking, Canadian Banking Contact Center (CBCC)
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Key skills for this role
About the Role
TD Bank is seeking an Associate Vice President to lead EasyLine, Concierge operations, and Digital Tech teams within the Canadian Banking Contact Center. This executive role involves driving operational performance, sales growth, and strategic transformation.
Key Skills for This Role
Responsibilities
- Lead EasyLine, Concierge operations and Digital Tech teams within CBCC, delivering advice led customer interactions, sales growth, service excellence, and digital adoption while building a high performing and future ready workforce.
- Own end to end operational performance across EasyLine and Concierge teams, balancing client experience, sales effectiveness, productivity, and risk management.
- Drive advisor performance and capability to deepen customer relationships, uncover advice opportunities, and improve sales conversion outcomes
- Lead delivery of exception service experiences, ensuring consistent execution of service standards, issue resolution, client advocacy
- Optimize workforce performance, capacity utilization, operational efficiency while maintain service level commitments
- Lead execution of strategic transformation initiatives, including AI enabled tools, process modernization, channel enhancements
- Directly responsible for ~15 direct reports, ~1000 indirect organization
- Partner across CBCC, Distribution, Product, Digital, and Technology teams to deliver a seamless omni channel customer experience
- Collaborate with Wealth, Retail Distribution, Business Banking, and other partners to identify referral opportunities and improve end to end customer outcomes
- Partner with Digital and Technology teams to enhance self serve capabilities, advisor tools, automation, and AI enabled customer experiences.
Requirements
- Proven experience in leading large scale contact center operations
- Strong understanding of measurement and metrics driving business outcomes
- Proven ability in leveraging business acumen and expertise to develop and deploy a vision and align others to that vision
- Proven experience in managing complexity and navigating ambiguity
- Demonstrate sound judgment and decisiveness, balancing speed, simplicity, and risk
- Role model accountability, ownership, and continuous improvement
- Lead change with clarity and resilience, reinforcing expectations through action
- Promote and cultivate a positive working environment that inspires innovation, creativity, teamwork and strong strategic partnerships
- Recruit, Develop and Retain top talent for TD through development and execution of a robust talent strategy
- Maintain our culture of risk management and control
Full Job Posting
Department Overview
- At TD, the Canadian Branch Contact Center (CBCC) operates within Canadian Personal Banking (CPB) and is focused on delivering customer support and advice through inbound and outbound contact channels.
- CBCC plays a critical role in extending the branch experience beyond physical locations, supporting customers across phone and digital assisted channels.
- CBCC is responsible for a wide range of customer interactions, including everyday banking support, credit and lending inquiries, insurance and wealth related referrals, problem resolution, and sales and advice through needs based conversations.
Key Accountabilities
- Lead EasyLine, Concierge operations and Digital Tech teams within CBCC, delivering advice led customer interactions, sales growth, service excellence, and digital adoption while building a high performing and future ready workforce.
- Own end to end operational performance across EasyLine and Concierge teams, balancing client experience, sales effectiveness, productivity, and risk management.
- Drive advisor performance and capability to deepen customer relationships, uncover advice opportunities, and improve sales conversion outcomes
- Lead delivery of exception service experiences, ensuring consistent execution of service standards, issue resolution, client advocacy
- Optimize workforce performance, capacity utilization, operational efficiency while maintain service level commitments
- Lead execution of strategic transformation initiatives, including AI enabled tools, process modernization, channel enhancements
- Directly responsible for ~15 direct reports, ~1000 indirect organization
Key Shared Accountabilities
- Partner across CBCC, Distribution, Product, Digital, and Technology teams to deliver a seamless omni channel customer experience
- Collaborate with Wealth, Retail Distribution, Business Banking, and other partners to identify referral opportunities and improve end to end customer outcomes
- Partner with Digital and Technology teams to enhance self serve capabilities, advisor tools, automation, and AI enabled customer experiences.
- Work with Workforce Management and Shared Services to align capacity strategies, optimize staffing models, and support demand fluctuations.
- Collaborate with Risk, Compliance, and Operational Excellence partners to ensure sound controls, regulatory adherence, and continuous improvement.
- Provide frontline insights to influence channel strategy, customer journey improvements, and capability investments.
- Partner with HR, Learning & Development, and Talent teams to build advisor capability, strengthen onboarding, and accelerate proficiency.
- Support enterprise transformation priorities by driving adoption of new tools, processes, and ways of working across the EasyLine and Concierge environment.
Leader Profile
- Run a customer focused channel delivering legendary customer experiences
- Build and sustain a performance based, inclusive culture grounded in fairness and consistency
- Demonstrate sound judgment and decisiveness, balancing speed, simplicity, and risk
- Role model accountability, ownership, and continuous improvement
- Lead change with clarity and resilience, reinforcing expectations through action
- Promote and cultivate a positive working environment that inspires innovation, creativity, teamwork and strong strategic partnerships
- Recruit, Develop and Retain top talent for TD through development and execution of a robust talent strategy
- Proven ability in leveraging business acumen and expertise to develop and deploy a vision and align others to that vision
- Maintain our culture of risk management and control
- Proven experience in managing complexity and navigating ambiguity
- Strong understanding of measurement and metrics driving business outcomes
Pay Details
- CAD 155,000 CAD 215,000 CAD
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