Store Supervisor - Foxborough

Store Supervisor

The Store Supervisor supervises day-to-day team activities to ensure operational excellence and compliance with policies and procedures to mitigate risk and protect the Bank and Customers. This role will drive, reinforce, and demonstrate meeting Operational, Customer, and Sales objectives. In the absence of any other manager, the Store Supervisor is expected to manage the Store and have the ability to run the teller side, platform, and Customer escalations. The role supports driving a team in acquiring, retaining, and deepening relationships by reinforcing sales & advice activities that create personalized, connected experiences.

Provides supervisory oversight to a team of advice and service colleagues in the achievement of individual and Store objectives that result in legendary Customer and colleague experiences.

Provides day-to-day team leadership and work direction to ensure effective/efficient delivery of personalized/complex service and advice activities and/or solutions while maintaining compliance and regulatory guidelines.

Closely monitors workflows for the teller team and platform, prioritizing tasks and delegating duties and responsibilities.

Demonstrates understanding of bank operational policies, procedures, and regulations and establishes expectations, delegates tasks as appropriate and educates the team on how they play a part in managing risk and protecting TD Bank, Employees, and our Customers.

Drives operational excellence in the Store, including but not limited to cash handling, vault management, control of negotiable items, preventing fraud, managing controllable expenses, promoting integrity, Customer privacy, and Employee safety.

Engages in conversations with customers about loan products, facilitates the application intake so must maintain an active registration status with NMLS (Nationwide Mortgage Licensing System and Registry).

Leads, develops, and coaches the team on delivering effective Customer service, product, advice conversations, and/or advice-giving service; supports service and advice strategies and tactics to improve the overall Customer experience.

Proficient in Customer relationship tools, services, products, and campaigns to support the teams in advocating for the Customer by promoting these items and educating the Customers to assist with their financial needs.

Requires knowledge and understanding of financial literacy/a broad range of products, services, and tools aligned with TD's consultative approach with Customers to deliver Customers end-to-end advice they expect: (1) building trust with educational content & tools, (2) providing consultative support, and (3) advocating with proactive insights & recommendations.

Acquires and deepens the Store Customer base through a variety of proactive sales and service activities utilizing generated leads specific to (Small Business, Residential Mortgages, Customers that show a need in a more complex product).

Connects with our Customers/Prospects, provides financial advice, and deepens relationships through lead management activities to include the creation & management of Self-Generated Leads, the management of received Partner/Retail to Retail Referral Leads or Campaign Leads, Customer outreach (Outbound Calls, Relay SMS), setting and/or hosting appointments, and Lead prioritization.

Operational Accountability

Strong working knowledge of all operational systems and databases.

Responsible for Vault Management, including the auditing, reporting, and balancing. Manages the Store currency levels, tracks currency shipments and deliveries.

Requires process management knowledge and a good understanding of the business and operational function areas supported as they lead the operational standards of the Store, including but not limited to cash handling, control of negotiable items, preventing fraud, managing controllable expenses, promoting integrity, Customer privacy, and colleague safety.

Plans, organizes, and coordinates the activities for own area and resolves operational issues/escalations within the Store.

Ownership/oversight of simple to complex daily branch administrative duties.

Approves financial transactions using sound judgment to minimize risk and potential losses from fraud and other decisions that will impact Store financial results.

Responsible for Operational excellence and compliance in the Store to include cash control procedures to bolster security and eliminate fraud and cash loss leading the team to follow policy and procedure for Customer Authentication.

Understands and applies operating policies and procedures.

Contributes to business objectives for Operational Excellence.

Supports the timely and accurate completion of business processes and procedures.

Escalates non-standard or high-risk transactions/activities as necessary.

Ensures documentation that is prepared/completed is accurate and properly reflects Customer/business intentions and is consistent with relevant rules/regulations.

Supports and participates in process improvement opportunities.

Ensures necessary due diligence to support the accuracy of all Customer transactions/activities.

Is knowledgeable of and complies with Bank Code of Conduct.

Leads and supports a high performing team; provides ongoing feedback, coaching, and input on performance reviews, coaches and develops colleagues.

Contributes to the process of setting daily objectives for the team; tracks, monitors, and effectively addresses and/or rewards performance in a timely manner.

Ensures colleagues are in compliance with all Regulatory and AMCB policies, procedures, and guidelines of conduct (regarding Customer interactions, products, and services, etc.).

Supports, mentors, and coaches team members in their professional development.

Creates and fosters a cohesive team and promotes a strong colleague experience.

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.

Onboards team members to ensure a positive experience and proficiency in role.

Supports an environment where team freely escalates business challenges; facilitates change through positive reinforcement of milestones and successes.

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 champion for your business area/function and the bank, both internally and/or externally.

Under the direction of the Manager, participates in performance management activities of the teller team and platform team.

This position falls within the definition of Loan Originator as defined under Regulation Z of the Truth in Lending Act, 12 CFR Part 1026.36, 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 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.

Physical Requirements

Never: 0%; Occasional: 1-33%; Frequent: 34-66%; Continuous: 67-100% Domestic Travel Occasional International Travel Never Performing sedentary work Continuous Performing multiple tasks Continuous Operating standard office equipment - Continuous Responding quickly to sounds Continuous Sitting Continuous Standing Frequent Walking Frequent Moving safely in confined spaces Occasional Lifting/Carrying (under 25 lbs.) Occasional Lifting/Carrying (over 25 lbs.) Occasional Squatting Occasional Bending Occasional Kneeling Occasional Crawling - Occasional Climbing - Occasional Reaching overhead Occasional Reaching forward Occasional Pushing Occasional Pulling Occasional Twisting Occasional 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

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