Position Overview

Senior Manager, Online Strategy

Reports to AVP, TD Canada Trust Online Customer Experience

Is this you?

Do you have extensive online industry experience? Do you think about the customer and their experience and read up on the latest web and wireless trends? Do you wake up every morning and think about how you can use your strategic ability to create a better online customer experience? Have you had experience developing and delivering business plans including strategy, quantifying the business case and selling it to all stakeholders? Do you want to work with a leading and growth oriented organization in the financial services sector? Do you want to work with a team of people who are passionate about the mission and who are some of the best and brightest in the sector? Do you start your sentences with ‘we’ and enjoy working cross functionally to achieve objectives.

If yes, please read on…..

Background

The Online Channel is a key distribution channel for TDBFG with a North American mandate and an enterprise-wide strategy for the online channels across TDBFG. The aim of the channel is to deliver an exceptional, seamless and effortless experience for customers who manage their finances online. The Online Channel is accountable for the online strategy, customer experience and distribution of products and services across businesses.

Role Purpose

This newly created role is accountable for the TD Canada Trust Online Strategy.  As a leader for TD Canada Trust within the Online Channel, the successful candidate will be responsible for competitive and industry analysis, fully understanding the needs of TD Canada Trust business and customers  and, in partnership with the TD Canada Trust businesses and the Online Channel Product and delivery teams, creating the TDCT Online Strategy. He or she will have a passion for the customer experience in the online environment as well as leading and executing initiatives in alignment with business strategies that result in an integrated customer experience.

Responsibilities

Reporting to the AVP, TD Canada Trust Online Customer Experience, the Senior Manager, Online Strategy will be responsible for:

Working directly with the business and online channel partners to create the online strategy that drives TD Canada Trust business results and that delivers on channel Key Performance Indicators (KPI’s)

Driving online strategy for TD Canada Trust in collaboration and partnership with other channel leaders and key stakeholders, business leaders, product leaders, marketing leaders, and technology leaders

In conjunction with the business and internal partners, developing and owning the TD Canada Trust priority decision making process and creation and championing of the Online Channel business plan

Contributing to the prioritization of enterprise initiatives ensuring value to TD Canada Trust Leadership team is clearly articulated

Championing analysis and reporting on industry and competitive trends as well as customer feedback (CEI/VOC etc) to help fuel channel strategy and to help prioritize tactical initiatives for TD Canada Trust

Completing competitive analysis and acting as a deep subject matter expert by sharing knowledge and educating internal partners and the business units

Completing business cases and/or benefits, in partnership with internal partners and the business, for the TD Canada Trust components of all enterprise initiatives

Providing strategic and tactical recommendations as to how the Online Channel can enhance business results and help drive effectiveness, efficiency and profitability

Assisting in development of a differentiated, consistent, continually improving TD Canada Trust customer experience for the channel, aligned with overall channel strategy and business strategies for the business segment

Being known for providing creative thought leadership while also listening and engaging others to provide input in the shaping of that vision

Analyzing channel metrics to identify opportunities and areas of inefficiency in order to maximize the effectiveness and use of online products and enhance/maximize the bottom line for TD Canada Trust

Participating in various projects, ensuring appropriate business and customer experience oversight

Forging a close partnership with a number of internal and external partners, providing direction and managing relationships to ensure the success of the team. This group includes all TD Canada Trust Businesses, TD Marketing, Finance, Legal, Risk Management, Compliance and external vendors and suppliers

Qualifications, Knowledge and Skills

Our successful candidate will be:

results oriented, with senior level leadership experience; proven ability to execute with excellence and demonstrated leadership in strategic initiatives.

a strong team player, able to develop strong working relationships and good organizational awareness.

able to effectively liaise with individuals at all levels of the organization as well as vendors and consultants.

possess excellent analytical, organizational, problem solving and communication skills (verbal and written) and is able to work independently in a change driven environment

able to quickly acquire an expert understanding of Easyweb and the TD Canada Trust public sites

able to work in a fast paced environment and manage multiple deadlines and priorities due to robust organizational skills

of extensive customer service and project related experience, in addition to having extensive online industry experience (five to ten years)

of a keen interest in the latest web and wireless trends and an understanding of how they can have an impact on the customers and the businesses

ideally with Financial Services Experience

of s trong technical skills in Microsoft Word, Excel, PowerPoint for the creations of management reports, presentations and analysis

a University graduate, ideally with an MBA

Compensation

Base depends upon the level of experience and is competitive

Target percentage is 15% of earnings (note: pro-rated on start date based on bank fiscal)

Possible multiplier for performance

4 weeks vacation

Employee Share Purchase Plan – for every $1 contributed company matches $.50

Benefits: flex: medical and dental

Employee discount loans and mortgages (e.g. 1.5% off posted rates regardless of the term, discount on Visa card, free bank account, etc)