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About the Role

The Store Manager II develops, leads, and contributes to the growth and profitability of the Consumer Business by managing a Store portfolio including deposits, loans, fees, and expenses. This role leads, coaches, and motivates the Store team to deliver exceptional Employee and Customer Experiences while achieving shareholder value through solutions and referrals. The focus is on deepening customer relationships, prioritizing the customer, and referring them to the right Specialist to meet their needs and provide the best advice.

Responsibilities

Provides people management leadership by hiring talent, setting goals, developing staff, managing performance and compensation, promoting teamwork, and handling disciplinary actions.
Manages a medium-sized store and team based on U.S. TD Bank store levelling criteria.
Oversees and leads a medium and/or complex and/or Denovo Store while growing talent and developing skills to achieve career goals, support project success, and achieve business results.
Accountable for achieving both Store and individual performance metrics.
Manages multiple store locations and/or a diverse and complex customer base, if required.
Acts as a peer mentor to developing store managers.
Possesses deep expert knowledge of the business, banking, and bank operations.
Possesses deep expert process management knowledge and deep expert knowledge of the risk profile for supported team processes, with advanced knowledge in identifying, tracking, and resolving gaps.
Provides coaching, mentorship, and guidance to others within the area of expertise.
Oversees management of a team with moderate to high risk potential (loss/reputational).
Acts as the highest point of escalation/contact within the store for customer, internal group, and/or partner issues.
Originates loan applications, handles Conditions of Lending, and conducts loan closings.
Maintains an active registration status with NMLS (Nationwide Mortgage Licensing System and Registry).
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 conversations to improve the overall customer experience.
Coaches to ensure customer issues are handled appropriately through customer problem resolution guidelines and participates in negotiation and problem resolution where necessary.
Actively promotes the Bank's presence/brand within the community through participation and leadership in community groups, initiatives, and fundraisers.
Builds relationships by promoting a client/customer-centered organization and proactively addresses customer needs.
Contributes to the execution and achievement of team and store service customer experience targets by coaching/modeling appropriate attributes and behaviors.
Provides oversight of store premises and ensures customer and colleague areas are professional and inviting.
Ensures overall colleague scheduling is optimal to meet customer demands.
Provides ownership/oversight of complex daily operational/administrative duties.
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.
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 objectives 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.
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 the 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 ongoing 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 timely communication of issues and encourages good working relationships with other functions and teams.
Supports an environment where the 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.

Requirements

Undergraduate degree or equivalent experience.
4+ years related experience required (retail, customer service and/or financial services industries).
Supervisory, leadership, and coaching experience required.
4+ years of proven business development skills, including ability to conceptualize and implement strategies.
4+ years of proven leadership and coaching experience required.
Small Business and Consumer lending experience required.
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).
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 1026.36.
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.

Skills

Business development
Leadership
Coaching
Financial analysis
Presentation
Analytical
Interpersonal
Collaborative
Verbal communication
Written communication
Team motivation
Microsoft Office suite
Risk management
Process management

Location

Brooklyn, New York, United States of America

Work Type

Onsite
Full-time

Experience Level

4+ years related experience
Supervisory experience
Leadership experience
Coaching experience
Business development experience

Education Level

Undergraduate degree or equivalent experience

Salary/Compensations

$97,240 - $145,600 USD

Benefits

Health and well-being benefits
Savings and retirement programs
Paid time off (including Vacation PTO, Flex PTO, and Holiday PTO)
Banking benefits and discounts
Career development
Reward and recognition
Training programs
Mentoring programs

About the Company

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, TD strives to make every interaction, product, and experience remarkably human and refreshingly simple for 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 foster deeper relationships, ensure disciplined execution, and build a simpler, faster banking experience.
TD is deeply committed to being a leader in client experience, believing that all colleagues, no matter where they work, are client facing.
Together, TD is reimagining what banking can be for its clients, colleagues, and communities.

Equal Opportunity

TD Bank is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or any other characteristic protected under applicable federal, state, or local law.
If you are an applicant with a disability and need accommodations to complete the application process, please email TD Bank US Workplace Accommodations Program at USWAPTDO@td.com. Include your full name, best way to reach you and the accommodation needed to assist you with the applicant process.