Store Manager I

Description:

The Store Manager I develops, leads and contributes to the growth and profitability of our Consumer Business through the management of a Store portfolio including deposits, loans, fees and expenses. Leads, coaches and motivates the Store team to deliver a legendary Employee and Customer Experience while achieving shareholder value through solutions and referrals. Responsible for the Store growth by focusing on deepening customer relationships, putting the customer first and referring them to the right Specialist to ensure we are meeting their needs and providing the best advice to customers.

Depth & Scope

Provides people management leadership by hiring the best talent, setting goals, developing staff, managing employee performance and compensation decisions, promoting teamwork and handling any/all disciplinary actions, as required
Manages a small sized store and team (based on U.S. TD Bank store levelling criteria) 
Oversees and leads a small and/or complex Store while growing talent, developing skills and capabilities to achieve career goals, support project/initiative success and achieve business results
Accountable for achieving both Store and individual performance metrics 
Requires knowledge of the business, banking and bank operations
Requires process management knowledge and knowledge of the risk profile for team processes supported, strong knowledge in identifying, tracking and resolving gaps
Requires business, banking and bank operational process management knowledge and expert knowledge of the risk profile for team processes supported, strong knowledge in identifying, tracking and resolving gaps
Provides coaching, mentorship and guidance to teammates 
Oversees management of team requiring workforce to decision on acceptable level of risk-Low to High risk potential (loss/reputational)
Acts as the highest point of escalation/contact within the store for issues raised from customers, other internal groups and/or partners 
Originates loan applications, handles Conditions of Lending and conducts loan closings
Maintains an active registration status with NMLS (Nationwide Mortgage Licensing System and Registry)

Education & Experience

Undergraduate degree or equivalent experience
3+ years relevant experience required (retail, customer service, and/or financial services industries) 
Business development skills, including ability to conceptualize and implement strategies
1+ years leadership and coaching experience required
Small Business and Consumer lending experience preferred
Knowledge of Bank product lines and services as well as an understanding of Store operations and security
Proven ability to manage competing priorities, strategically aligning efforts and activities to meet Store goals and objectives
Strong financial analysis skills
Strong presentation, analytical, interpersonal and collaborative skills with all levels of internal and external customers
Excellent verbal and written communication skills
Demonstrated ability to lead and motivate team members
Proficient with Microsoft Office suite
Notary License (preferred)

Customer Accountabilities

Manages the service and advice team promoting a positive customer and colleague experience
Leads, coaches and develops a team of service and advice colleagues on services, product and sales informational conversations and/or advice-giving service strategies and tactics to improve the overall customer experience which includes improving overall financial confidence in both colleagues and customers
Coaches to ensure customer issues are handled appropriately through customer problem resolution guidelines and personally participates in the negotiation and problem resolution where necessary
Actively promotes the Bank's presence/brand within the community through participation and leadership in community business groups, initiatives, fundraisers, etc.
Builds relationships by promoting a client/customer centered organization and proactively addresses customer needs
Contributes to the execution and achievement of the team and the store's service customer experience targets by coaching/modeling appropriate attributes and behaviors; leads the store in the execution of advice plan/objectives
Provides oversight of store premises and ensures the customer and colleague areas are professional and inviting in appearance 
Ensures overall colleague scheduling is optimal to meet customer demands 
Provides ownership/oversight of complex daily operational/administrative duties

Shareholder Accountabilities

Creates store-specific strategies to grow the business
Uses reporting to identify opportunities to acquire and deepen customer relationships to drive deposits, investment and loan growth
Partners with Specialists to grow and advise new and existing customers
Works with partners, including Small Business, Commercial, Consumer Lending and Wealth to grow the Store Portfolio
Manages the Store budget to meet expense and revenue objectives and revenue and manages expenses 
Drives One TD - Builds and sustains awareness and engagement to increase partnership across Retail and all Lines of Business with a focus on Digital to meet and exceed goals 
Proactively reaches out to prospects to develop and deepen relationships through needs-based conversations
Identifies and develops relationships with Personal, Small Business and Center and Influence (COIs) to generate demand for TD products and services 
Achieves business objective for Operational Excellence 
Ensures necessary due diligence to support the accuracy of all customer transactions/activities 
Follows and ensures colleagues understand and apply bank operating policies and procedures 
Protects the interests of the organization – identifies and manages risks, and escalates non-standard, high risk transactions/activities as necessary 
Keeps abreast of emerging issues, trends, and evolving regulatory requirements and assesses potential impacts 
Maintains a culture of risk management and control, supported by effective processes in alignment with risk appetite 
Ensures colleagues are knowledgeable; and assumes responsibility to minimize operational and regulatory risk by complying with Bank and industry Code of Conduct 
Works alongside other business lines including Wealth and Business Banking to stay abreast of emerging trends in the market, support referrals across business lines through ongoing training and coaching to store colleagues 
Colleagues at higher levels may be responsible for acting as a leader in the provision of One TD services to customers, demonstrating cohesive partnership for business planning and community involvement 

Employee/Team Accountabilities

Leads, coaches and develops store teammates to create a consistent legendary customer experience 
Coaches teammates to provide the best advice to potential and existing TD Bank customers
Responsible for management of the overall team providing both leadership and guidance 
Sets targets and objectives for the team, and holds the team accountable to deliver results and objectives 
Grows team expertise to align with business/enterprise demand and direction; assesses team skills and capabilities and continually looks for ways to provide and enhance the value they deliver to customers 
Leads a high performing team; provides on-going feedback and performance reviews, coaches and develops colleagues and ensures performance management activities are undertaken and completed for all colleagues 
Leads the process of setting performance objectives for the team; tracks, monitors and effectively addresses and/or rewards performance in a timely manner 
Ensures colleagues are in compliance with all human resources policies, procedures and guidelines of conduct and escalates to the appropriate partners to manage colleague risk 
Shares knowledge, information, skills, and subject matter expertise among the team and ensures the timely communication of issues and encourages good working relationships with other functions and teams 
Supports an environment where team freely escalates business challenges; facilitates change through positive reinforcement of milestones and successes 
Recruits for all hires to ensure a highly diverse, qualified workforce to achieve business objectives 
Establishes and fosters a cohesive team; promotes a fair and equitable environment that supports a diverse workforce and encourages the team to achieve common goals and objectives 
Acts as a brand ambassador for your business area/function and the bank, both internally and/or externally 
Colleagues at the highest levels may be responsible for acting as a leader in the Market and/or Region for change management, performance measures/management, and talent pipeline development