Call Center - Transition Team Lead, Financial Solutions Pillar

TD Bank, America's Most Convenient Bank, is a member of TD Bank Group and a subsidiary of The Toronto-Dominion Bank of Toronto, Canada, a top 10 financial services company in North America. The Toronto-Dominion Bank trades on the New York and Toronto stock exchanges under the ticker symbol "TD". To learn more, visit www.td.com.

The Transition Team Leader leads a team of newly hired Specialists and creates a positive on-boarding experience by providing support, motivation and encouragement of development capabilities through coaching.

• Set Specialist expectations of role and culture, be a promoter of TD Bank
• Support Learning
• Foster a sense of team
• Balance mentoring, managing and coaching
• Ensure the Specialist understands the material and can demonstrate the skills required to be successful
• Provide guidance, tips for success and promote a positive learning experience
• Ensure new Specialists are following the rules of compliance and the guidelines for handling customers and selling products and services
• Manage the Specialist experience (Onboarding, coaching, timesheet approval,etc.)
• Prepare new Specialists with primary needs (sign-ons, technology, systems set-up,etc.)
• Summarize individual Specialist development for the Specialist, LOB and TDU at points during training and at the end of training
• Ensure all required eLearning completed
• Plan for Manager Support for Call Evaluation sessions Classroom
• Partner with TDU facilitator
• Provide in-class support as needed
• Facilitate specified learning events and classroom activities
• Arrange, monitor and assist Shadowing sessions, including assignment and prep of Ambassadors
• Arrange, monitor and assist Reverse Shadowing Sessions
• Arrange, monitor and assist Solo Call Sessions
• Prep class for OTJ sessions (shadowing, reverse-shadowing, solo)
• Debrief OTJ sessions
• Evaluate Specialists, using a Call Observation Checklist
• Conduct Call Milestones (Evaluate Calls)
• Conduct informal side-by-side coaching
• Schedule Coaching/Touch Points
• Give performance feedback, following the TD Coaching Model
• Document coaching discussions
• This position will support both MTL and AUB travel will be required between both sites
• Sales, Mortgage and Lending products is preferred

To be considered, you should have:

• 4 year degree or equivalent experience
• Proficient in the role of a Sales and Service Specialist
• Demonstrated management skills
• Demonstrated coaching skills
• Preferred classroom facilitation experience
• Able to coach and provide feedback in a positive manner