Note: The job is a remote job and is open to candidates in USA. TD is a global financial institution and major North American bank serving more than 27 million households and businesses. The Capabilities Manager, Sales (US) leads sales training, onboarding, coaching, engagement, and business-readiness initiatives for home lending and consumer distribution teams. The role manages new-hire development, maintains training materials, partners cross-functionally, and ensures sales, compliance, customer experience, and operational objectives are met.
Responsibilities
- Provides people management leadership by hiring the best talent, setting goals, developing staff, managing employee performance and compensation decisions, promoting teamwork and handling any/all disciplinary actions, as required
- Demonstrated ability to apply business unit expertise in the interpretation of results and trends in identifying and preparing recommendations that align with key strategies of the business to include sales and service opportunities
- Partners with key stakeholders (leadership, WFM, TA, TLA, etc.) to execute and support development and implementation of onboarding, training, upskilling strategies within the business group to achieve business objectives and reduce attrition
- Coaches, develops and trains others and provide guidance and advice i.e. Representatives, Loan Officers, Sales Managers, Leaders, Coaches, and Store colleagues
- Meeting regularly with leadership to determine priorities; develop service and sales enhancements and presents to senior or executive leadership
- Researches and answers escalated problems for the business continuously evaluating potential gaps in the New Hire, Learning or Engagement Strategies
- Ensures a consistent Employee Experience and executes strategies to attract, motivate and retain highly qualified employees to meet all business objectives
- Develops, updates, and maintains training material coordinating with various cross functional Partners to obtain all approvals
- Provides dedicated company-wide support and day-to-day oversight of various contact center or retail store Program activities in support of the store network or other business groups to achieve financial business objectives
- Designs and executes on communications strategy (i.e. new home lending program, product changes, new hire programs, policies, and procedures)
- Serves as SME for the business in special projects as assigned and partner with Product partners for Service and Sales opportunities and may represent in executive level meetings (i.e. US Contact Center, Store and District Meetings, MLO Channel, TD Product partners, etc.)
- Requires business, banking and bank operational process management knowledge and expert knowledge of the risk profile for team processes supported in addition to strong knowledge in identifying, tracking and resolving gaps
- Responsible for overseeing the day to day management of all assigned new hires during training period
- Faciliates training classes for new hires and during upskilling of existing loan officers and sales representatives
- Provides daily leadership and coaching to new hires with regards to all process, policy, loan pipeline management, and any performance or behavioral concerns
- Partners with Team Sales Managers with the recruitment and selection process for loan officer to ensure a highly diverse, qualified workforce to achieve business objectives
- Ensures established policy and procedure is followed by all new hire loan officers
- Responsible for ensuring that sales, compliance, customer experience and productivity requirements are clearly articulated during training
- Supports the commitment to WOW! Service
- Supports TD Bank’s mission, vision, strategic goals, quality initiatives and service standards
- Adheres to all audit, regulatory, and compliance requirements
- Delivers industry customer experience (LEI or VOC)
- Coaches new to role employees to execute on the behaviors that help them effectively deliver legendary experiences
- Supports the delivery on consumer distribution sales and service performance
- Oversees and coaches to team compliance and integrity procedures and processes to protect Customers, Colleagues, and the Bank
- Supports Employee Engagement and retention
- Facilitates information and idea sharing within the Training cohorts and across organization boundaries, creating a culture of ongoing performance improvement
- Leads, coaches, and develops all levels and large groups of new hires through group check-ins, skill practices or practicum, post training and customized individual skills assessments
- Develops specific action plans based on assessment of strengths, opportunities, and customer experience behaviors to build skill and enhance the colleague onboarding experience, and associated skills
- Manages the success of the training program by creating a culture of support, coaching and strong emphasis on KPI performance behaviors and outcomes
Skills
- * Bachelors degree or relevant work experience
- * 6+ Years of related contact center and coaching experience
- * 3+ Years Residential Mortgage Or Consumer Lending loan experience
- * Extensive working knowledge of residential loan origination and products – jumbo loans, FHA, VA and niche products and keep abreast of market trends in residential mortgage industry trends, products and services
- * Excellent oral and written communication and coaching skills
- * Ability to effectively communicate with all levels of management
- * Excellent PC skills and familiarity with standard office equipment
- * Ability to work in a fast-paced dynamic environment
- * Detail-oriented, self-motivated, possessing excellent organizational, analytical and decision-making skills
- * Knowledge of regulatory, Investor and departmental policies for compliance and residential lending laws. Knowledge of CRA products and Industry
- * Knowledge of Capital Markets Pricing requirements
- * Fast paced environment; ability to multi-task effectively
- * Ability to think out of the box in structuring loan requests
- * Able to coach and mentor others and provide feedback in a positive manner in an effort to improve performance
- * Must be proficient in role of MLO
- * Have an ability to identify complex problems in the onboarding program based on a broad range of factors, many of which are ambiguous or difficult to define
- * Demonstrated leadership experience
- * Strong relationship management and influencing skills
- * Ability to succeed in a highly matrixed environment
- * Demonstrated strategic and creative thinker
- * Collaborative approach to business solutions
- * Must be eligible for employment with a covered financial institution under the standards established by Regulation Z of the Truth in Lending Act, 12 CFR Part 1026.36
- * Must be eligible for registration as a registered mortgage loan originator with the NMLS (Nationwide Mortgage Licensing System and Registry) in accordance with the Secure and Fair Enforcement for Mortgage Licensing Act of 2008 (SAFE Act), 12 U.S.C. §§ 5102 et seq., and its implementing regulations, 12 CFR Part 1007
- * Domestic Travel – Occasional
- * International Travel – Occasional
- * Performing sedentary work – Continuous
- * Performing multiple tasks – Continuous
- * Operating standard office equipment - Continuous
- * Responding quickly to sounds – Occasional
- * Sitting – Continuous
- * Standing – Occasional
- * Walking – Occasional
- * Moving safely in confined spaces – Occasional
- * Lifting/Carrying (under 25 lbs.) – Occasional
- * Lifting/Carrying (over 25 lbs.) – Never
- * Squatting – Occasional
- * Bending – Occasional
- * Kneeling – Never
- * Crawling – Never
- * Climbing – Never
- * Reaching overhead – Occasional
- * Reaching forward – Occasional
- * Pushing – Never
- * Pulling – Never
- * Twisting – Never
- * Concentrating and focusing for long periods of time – Continuous
- * Applying common sense to deal with problems involving time sensitive situations – Continuous
- * Reading, writing, typing and comprehending instructions – Continuous
- * Ability to present information clearly and interpret data- Continuous
- * Adding, subtracting, multiplying and dividing – Continuous
- * Preferred classroom facilitation and/or training experience
Benefits
- Eligibility for cash and/or equity incentive awards, generally through participation in an incentive plan
- Health and well-being benefits
- Savings and retirement programs
- Paid time off, including Vacation PTO, Flex PTO, and Holiday PTO
- Banking benefits and discounts
- Career development
- Reward and recognition
- Regular career, development, and performance conversations with your manager
- Access to an online learning platform
- A variety of mentoring programs
- Training and onboarding sessions
Company Overview