Teller Manager - Plantation/State Road (Bilingual Spanish Preferred)

Teller Manager

The Teller Manager leads a team of service colleagues promoting a positive customer and colleague experience and provides day-to-day team leadership, and work direction to ensure effective and efficient delivery of service/advice activities and/or solutions while maintaining compliance and regulatory guidelines. The role will lead, coach and develop colleagues toward achieving overall store results to include operational excellence, store advice and referral goals, and personal development objectives.

The Teller Manager:

• Leads and supports a team of service colleagues in achievement of a positive customer and colleague experience and provides day-to-day team leadership, work direction to ensure effective and efficient delivery of service/advice activities and/or solutions while maintaining operational compliance in store cash controls and procedures as well as regulatory guidelines.
• Leads all activities related to the Teller line from Operations to sales and servicing; including Teller Coaching and performing effective lobby leadership.
• Leads a team in completing day-to-day processes/transactions/activities, involving multiple steps and systems.
• Requires knowledge and understanding of a range of products and services, processes and systems in a set of focus areas, where transactions could be characterized by low to moderate risk.
• Responsible for Vault Management, including the auditing, reporting, and balancing of the Store Currency and transactions. 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.
• Engages Customers, assesses needs, responds by providing service(s) or guidance.
• Closely monitors workflows, prioritizing tasks and delegating duties and responsibilities and work focus time horizon is generally short term.
• Coaches Teller team on financial transactions, customer experience, effective referral opportunities.
• Plans, organizes and coordinates the activities for own area and resolves operational issues.
• Manages team requiring workforce to decision on acceptable level of risk specifically low risk potential (loss/reputational) transactions and/or requests.
• Provides decision making authority of issues managed generally limited to non-standard issues or exceptions.
• Provides leadership on day to-day issues on the Teller line, determining the most appropriate course of action for resolution, or escalates as required.
• Leads by example and coaches Teller team on achieving individual performance metrics.
• Partners with Store Leadership to achieve both store and individual performance metrics.
• Ensures accurate use of all equipment by staff.

Education & Experience:

• Undergraduate degree preferred and/or
• 2+ years of relevant experience
• Excellent organization, interpersonal and communication skills
• Sound judgment in decision making and problem solving
• Demonstrated knowledge of Banking Compliance Regulations

Customer Accountabilities:

• Shared accountability with Store Leaders for Lobby Leadership
• Acts as a contributor in achieving an overall Legendary Customer experience in the Store
• Leads, coaches, and proactively models exceptional service at every customer interaction in the lobby and on the frontline
• Responsible for maintaining optimal colleague scheduling to ensure customer demands and compliance requirements are met
• Supports and coaches frontline colleagues on effective customer complaint resolution
• Assists with maintaining a professional and inviting space in all common areas of the Store, adhering to premises, marketing, and/or regulatory guidelines; particularly, this role helps ensure that the lobby and frontline meet internal/external policies and/or regulatory requirements
• Leads the execution of the Store LEI plan/objectives; supports the execution of the Store advice plan/objectives
• Leads and coaches frontline team on advice giving strategies and overall product and services acumen
• Leads and coaches on advice delivery to improve the customer experience and overall profitability of the Bank
• Works collaboratively with TD Partners to ensure all Customers are serviced in the channel best suited to their needs
• Ownership/oversight of simple to complex daily Store administrative duties
• Decisions more advanced teller transactions as well as processes teller transactions that range from routine to advanced, including check cashing, large withdrawals, deposits, and loan payments, in accordance with Bank policies and procedures

Shareholder Accountabilities:

• Manages the service team promoting a positive customer and colleague experience
• Leads and develops a team of service colleagues, provides coaching 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
• Responsible for cash control of the store. Leads and enforces proper cash control procedures to bolster security and eliminate fraud and cash loss
• Coaches to ensure customer issues are handled appropriately through customer problem resolution guidelines and personally participates in the negotiation and resolution where necessary; empowers senior service team to act as a point of escalation for customer concerns, and takes personal ownership when concerns cannot be managed at junior levels
• Contributes to the execution and achievement of the team and the Store's customer experience targets by coaching/modeling appropriate attributes and behaviors
• May assist Regional Operational Officers in audits and various operational reviews

Employee/Team Accountabilities:

• Leads and supports a high performing team; provides ongoing feedback, coaching and input on performance reviews, coaches and develops colleagues and ensures performance management activities are undertaken and completed for all colleagues
• Contributes to 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 Regulatory and AMCB policies, procedures and guidelines of conduct (regarding customer interactions, products and services, etc.)
• Manages colleagues in compliance of all policies, procedures and guidelines
• 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
• Participates in the recruitment and selection process for all hires to ensure a highly diverse, qualified workforce to achieve business objectives
• 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

Physical Requirements:

• Never: 0%; Occasional: 1-33%; Frequent: 34-66%; Continuous: 67-100% Domestic Travel Occasional International Travel Never
• Performing sedentary work Frequent
• Performing multiple tasks Continuous
• Operating standard office equipment - Continuous
• Responding quickly to sounds Continuous
• Sitting Occasional
• Standing Continuous
• 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

The above statements are intended to describe the general nature and level of work being performed by people