Position Overview
Senior Manager, Online Business
Reports to
AVP, TD Canada Trust Online Customer Experience
Is this you?
Do you have a proven track record in customer centric marketing? Do you want to work with a leading and growth oriented organization in the financial services sector? Do you wake up every morning and think about how you can use your strategic ability to create a better customer experience? 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 role is accountable for the TD Canada Trust Online Business. As a leader for TD Canada Trust within the Online Channel, the successful candidate is responsible for representing same in Online priority decision making, defining TD Canada Trust Online key performance indicators, managing the financial aspects of the online business, and representing the TD Canada Trust customer experience within projects and initiatives. He or she has a passion for the customer experience and the online environment as well as leading and executing initiatives in alignment with business strategies for an integrated customer experience.
Responsibilities
Reporting to the AVP, TD Canada Trust Online Customer Experience, Senior Manager, TDCT Online Business will:
Represent the business within the online channel by translating business strategies into measurable goals and initiatives
Work directly with the business to bring online channel thought leadership and create and drive the establishment of Key Performance Indicators (KPIs) that are aligned to business goals
Complete business cases and/or benefits, in partnership with internal partners and the business
Manage the financial aspects of the Online business on behalf of TD Canada Trust including operational costs, Online Channel funding, etc
Collaborate with other senior leaders in the channel and elsewhere to provide management information measuring progress against strategic objectives for the business
Ensure risk issues are identified, mitigated and reported per enterprise policy / guidelines and ensure appropriate escalation processes are followed
Ensure that TD Canada Trust Online business operations are in compliance with applicable internal and external requirements
Lead the process of maintaining channel priority matrices to ensure that enhancements are properly tracked and prioritized for inclusion in the strategy
Provide strategic and tactical recommendations as to how the Online Channel can enhance business results and help drive effectiveness, efficiency and profitability
Assist in the development of a differentiated, consistent, continually improving TD Canada Trust customer experience for the channel, aligned with overall channel strategy, integrated customer strategy and business strategies for the business segment
Ensure the TD Canada Trust online channel customer experience aligns to the TDBFG online customer experience and optimizes the integration opportunity cross channel
Analyze 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 and TDBFG
Participate in various projects, ensuring appropriate business and customer experience oversight
Forge 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 TDCT Businesses, TD Marketing, Finance, Legal, Risk Management, Compliance, and external vendors and suppliers
Qualifications, Knowledge and Skills
The ideal candidate must have a proven track record of delivering results and executing with excellence. Specifically they will:
Be a results oriented individual, with senior level leadership experience; proven ability to execute with excellence
Be a strong team player, able to develop strong working relationships and very strong organizational awareness
Have the ability to effectively liaise with individuals at all levels of the organization as well as vendors and consultants.
Possess a strong financial acumen with experience building business cases
Excellent analytical, organizational, problem solving and communication skills (verbal and written) will be required
Enjoy working independently in a change driven environment
Possess, or be able to quickly acquire, an expert understanding of EasyWeb and the TD Canada Trust public sites
Have project related experience, in addition to having extensive Financial Industry experience
Be keenly interested in the latest web and wireless trends and an understanding of how they can have an impact on the customers and the businesses
Be highly competent in Microsoft Word, Excel, PowerPoint for the creation of management reports, presentations and analysis
Have robust organizational skills with the ability to work in a fast paced environment and manage multiple deadlines and priorities
Education
An undergraduate degree is required, MBA preferred
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.)
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