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Manager, Customer Experience Trainee – Lorraine& Verandrye, Gatineau


This is a Contract position in Gatineau, QC posted September 12, 2023.



Workplace Model


Pay Details

We’re committed to providing fair and equitable compensation to all our colleagues. As a candidate, we encourage you to have an open dialogue with your recruiter and ask compensation related questions, including pay details for this role.

Department Overview

Leads a team of service colleagues promoting 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 compliance and regulatory guidelines.

The role will lead, coach and develop colleagues toward achieving operational excellence, branch advice and referral goals, overall branch results and personal development objectives.

Job Details


  • Lead, coach, and proactively model 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
  • Support and coach frontline colleagues on effective customer complaint resolution
  • Assist with maintaining a professional and inviting space in all common areas of the branch, 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 branch LEI plan/objectives; supports the execution of the branch advice plan/objectives
  • Lead and coach frontline team on advice giving strategies and overall product and services acumen
  • Lead and coach on advice delivery to improve the customer experience and overall profitability of the Bank
  • Ensure a coordinated and consistent banking presence in the market approach across One TD partners
  • Work collaboratively with TD Partners to ensure all Branch Banking customers are serviced in the channel best suited to their needs
  • Ownership/oversight of simple to complex daily branch administrative duties


  • Manage the service team promoting a positive customer and colleague experience
  • Lead and develop a team of service colleagues, provide coaching on delivering effective customer service, product, advice conversations and/or advice-giving service; support service and advice strategies and tactics to improve the overall customer experience
  • Coach to ensure customer issues are handled appropriately through customer problem resolution guidelines and personally participate in the negotiation and resolution where necessary; empower senior service team to act as a point of escalation for customer concerns, and take personal ownership when concerns cannot be managed at junior levels
  • Contribute to the execution and achievement of the team and the branch’s customer experience targets by coaching / modeling appropriate attributes and behaviors
  • Ensure the customer area is professional and inviting in appearance

Job Requirements


  • Cultivate and model the Colleague Promise to support colleague growth, and a culture of care; make an impact at work and in our communities by leading with authenticity and supporting well being to represent TD’s brand
  • Connect the alignment of colleague’s contributions with the TD Shared Commitments
  • Support an engaged and diverse team where every colleague and customer are valued, respected, and listened to; committed to a common goal and collaborate to move with speed and get things done
  • Demonstrate inclusive leadership by taking meaningful action with intention to support colleagues and customers across all dimensions of diversity, including those from underrepresented communities, being actively anti-racist, attracting and retaining diverse slate of candidates, nurturing mutual respect, inclusivity of thought and collaboration to drive successful results
  • Participate in identifying talent in the recruitment and selection process for all hires to ensure a highly diverse, qualified workforce to achieve business objectives
  • Support colleague growth by encouraging colleague development to achieve career and business objectives; delivering timely motivating appreciation and recognition to all colleagues
  • Support a continuous learning culture by proactively seeking, listening to and actioning feedback from peers and from colleague listening opportunities to continuously improve the colleague experience and grow your personal leadership
  • Share knowledge, information, skills, and subject matter expertise among the team; ensure timely communication of issues, and encourage collaboration with other functions and teams
  • Support your team through change and promote an environment where teams feel psychologically safe to challenge current practices by modeling resiliency and flexibility, providing guidance and support on changing priorities and empowering colleagues to drive innovation
  • Lead a high-performance culture by setting team targets and objectives, providing on-going feedback/coaching and conducting Quarterly Check-Ins for all colleagues to drive accountability and business results
  • Manage employees in compliance with all human resources policies, procedures and guidelines of conduct


  • Manage a small team of service colleagues
  • Leads a team in completing day-to-day processes / transactions / activities, involving multiple steps, systems, and / or jurisdictions
  • 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
  • Requires process management knowledge and a good understanding of the business and operational function areas supported
  • Closely monitors workflows, prioritizing tasks and delegating duties and responsibilities and work focus time horizon is generally short term
  • 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
  • Decision making authority and ambiguity of issues managed generally limited to less complex, non-standard issues or exceptions
  • Effectively handles day-to-day issues, determining the most appropriate course of action for resolution, or escalates as required
  • Generally reports to a Branch Manager


  • Undergraduate degree and/or
  • 2+ years of relevant experience

Proficiency in Other than French

This position requires proficiency in a language other than French to support or deal with employees or colleagues who require services and support in a language other than French.

Additional Information

This position requires proficiency in a language other than French to support customers, employees or markets located outside the province of Quebec or who require services in a language other than French.

Company Overview

Our Values
At TD we’re guided by our purpose is to enrich the lives of our customers, communities and colleagues, and share a set of values that shape our culture and guide our behavior. In exchange for how our colleagues show up to help TD succeed, we are committed to delivering a colleague experience grounded in Impact, Growth and a Culture of Care. No matter where you work across TD, we empower you to make an impact at work and in your community, explore and grow your career and be part of our caring and inclusive culture.

Making Your Well-being a Priority
A caring and supportive culture that promotes colleague well-being is core to who we are. At TD, we focus on total well-being with extensive programs to help colleagues assess, manage, and improve their well-being across four core pillars – physical, financial, social and mental/emotional. In addition, we champion a safe, inclusive and supportive work environment to help colleagues feel a sense of belonging, and supported in their personal and professional growth. Through our focus on total well-being, we know that we can help our colleagues thrive, contribute to our culture of care, and support better business outcomes … because when colleagues feel their best, they’re more likely to do their best.

Our Total Rewards Package
Our Total Rewards package reflects the investment we make in our colleagues to help them, and their families achieve their 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 including medical, dental, vision & mental health coverage, savings and retirement programs, paid time off, banking benefits and discounts, career development, and reward and recognition programs.

How We Work
At TD, we believe in-person connections fuel collaboration and collective creativity. Our workplace experience empowers colleagues to do great work side-by-side at TD locations, while offering flexibility to work remotely where it makes sense for the work and team. Our teams work in one of three workplace models: hybrid, onsite and primarily remote. Wherever our colleagues are working, they’ll always have access to the TD community and experience our culture of care.

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. 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 a customer obsessed organization, and we are 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 Commitment to Diversity, Equity, and Inclusion
At TD, we’re committed to fostering an environment where all colleagues are encouraged to bring their authentic selves to work, experience equitable opportunities, and feel respected and supported. We’re dedicated to building an inclusive workforce that reflects the diversity of the customers and the communities in which we live and serve.

How We’re Helping Make an Impact in Communities
TD has a long-standing commitment to help drive progress towards a more inclusive and sustainable future. That’s why we launched the TD Ready Commitment in 2018, now a multi-year North American initiative. Under the TD Ready Commitment, we are targeting a total of $1 billion by 2030 in community giving four key, interconnected drivers of change: Financial Security, Vibrant Planet, Connected Communities, and Better Health. It’s our goal to help support change, nurture progress, and contribute to making the world a better, more inclusive place for our customers, colleagues, and communities.

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!