Senior Manager, Digital Chat Strategy and Distribution

Job Description:

The ideal candidate is a subject matter expert in the digital chat contact center operations space, well-versed when it comes to delivering an exceptional customer experience via chat, and has a wide appreciation of analytics in driving outcomes for both customers and the business. The role will be heavily focused on providing excellent customer support on chat, while creating and owning the Wealth Contact Centre digital chat roadmap. The role is primarily responsible for the growth of the digital chat channel and delivery of customer contact efficiencies, while leading a growing distribution team tied to growth in chat interactions.

Furthermore, the role will:

• Own Wealth Contact Centre-wide strategy to scale chat (including processes and procedures)
• Partner with various Journeys (Savings and Investing, Direct Investing, and North American Customer Operations) to prioritize technology capabilities build
• Influence client engagement strategies
• Build out LEI/CX measures, including service levels
• Engage key partners to move from call centre to contact centre support (e.g. Workforce Management, for forecasting, scheduling, etc.)

• Make strategic decisions and lead the formation of the Digital Chat strategy
• Understand the challenges and opportunities within both existing and new customer segments
• Qualify and understand the full range of market trends, influences, and opportunities relevant to the Wealth Contact Centre, market, and customer base
• Develop compelling and differentiated digital propositions
• Identify new capabilities and/or partnerships required to strengthen capabilities
• Work collaboratively to embed new tools and technologies and offer a successful digital transformation
• Own all digital chat contact; lead and deliver continual improvement and development of digital chat
• Develop highly effective, influential relationships; work with key stakeholders to research, identify and capture new digital opportunities across the business
• Provide recommendations and change programs which will deliver improved performance
• Report customer feedback, trends, and issues to stakeholders and collaborators to recommend solutions or suggest changes

Other responsibilities and duties include:

• This role provides leadership and direction through team managers and is responsible for managing key relationships and achieving business performance and results
• Set service and control standards aligned to overall business objectives and oversee / monitor deliverables and results
• Proactively identify key business opportunities, research and recommend enhancements / modifications, develop strategies to achieve recommendations and work closely with team to execute and implement
• Protect the interests of the organization - identify and manage risks, and escalate non-standard, high-risk transactions / activities as necessary
• Keep abreast of emerging issues, trends, and evolving regulatory requirements and assess potential impacts
• Maintain a culture of risk management and control, supported by effective processes in alignment with risk appetite
• Ensure employees are knowledgeable; and assume responsibility to minimize operational and regulatory risk by complying with Bank and industry Code of Conduct
• Manage all day-to-day operational and logistical functions within the centre to ensure compliance with TD standards and policies, in accordance with Enterprise and CIRO codes of conduct and with securities laws and regulation

Experience Required:

Digital service design and operational transformation experience is preferred. This is not a technical role but requires a Digital Contact/Customer Experience expert who understands how to use technology to deliver a better customer/user experience.

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.

Our Total Rewards Package
Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical, and mental well-being goals. Total Rewards at TD includes a base salary, variable compensation, and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off, banking benefits and discounts, career development, and reward and recognition programs. Learn more

Additional Information:
We're delighted that you're considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we're committed to providing the support our colleagues need to thrive both at work and at home.

Please be advised that this job opportunity is subject to provincial regulation for employment purposes. It is imperative to acknowledge that each province or territory within the jurisdiction of Canada may have its own set of regulations, requirements.

Colleague Development
If you're interested in a specific career path or are looking to build certain skills, we want to help you succeed. You'll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities. Whether you have a passion for helping customers and want to expand your experience, or you want to coach and inspire your colleagues, there are many different career paths within our organization at TD - and we're committed to helping you identify opportunities that support your goals.

Training & Onboarding
We will provide training and onboarding sessions to ensure that you've got everything you need to succeed in your new role.

Interview Process
We'll reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.

Accommodation
Your accessibility is important to us. Please let us know if you'd like accommodations (including accessible meeting rooms, captioning for virtual interviews, etc.) to help us remove barriers so that you can participate throughout the interview process.

We look forward to hearing from you!

Language Requirement (Quebec only):
Sans Objet