Capabilities Manager, Sales (US)

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Capabilities Manager, Sales (US)

manager · Retail & Commercial Banking

Work Location:

Hours:

Pay Details:

TD is committed to providing fair and equitable compensation opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role. The base pay actually offered may vary based upon the candidate's skills and experience, job-related knowledge, geographic location, and other specific business and organizational needs. 

As a candidate, you are encouraged to ask compensation related questions and have an open dialogue with your recruiter who can provide you more specific details for this role.

Line of Business:

Job Description:

Department Overview:

Responsible for driving training, onboarding, change management, business readiness, and sales enablement initiatives across the Home Lending Group. Partners closely with Sales, Product, Operations, Compliance, Risk, and Technology teams to implement new processes, systems, and regulatory requirements while ensuring successful frontline adoption. Leads development of training materials, communications, testing, and readiness activities that improve colleague effectiveness and support sales performance. Ideal candidates possess strong mortgage lending knowledge, project leadership experience, and a passion for translating complex business needs into practical solutions.

The above details are specific to the role which is outlined in the general description below.

The Capabilities Manager, Sales (US) is responsible for supporting and executing on engagement or education and training strategies for multiple pillars in Consumer Distribution. Responsibilities include leading, developing, and coaching colleagues to enhance their competencies, capabilities, and confidence in training/upskilling new hires and existing Phone Mortgage Loan Officers (MLOs) and Sales colleagues. 
Role is core to increasing employee engagement, retention and responsible for influencing Store or TD line of business partnerships through operational excellence, tools, and effective business strategies.. This role develops, consults, and delivers new and ongoing home lending training materials as well as updates to all support material.  This role demonstrates mortgage techniques through live demonstrations with FSG MLO new hires and manages special projects as needed.

Depth & Scope:

• 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

Education & Experience:

• 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
• Preferred classroom facilitation and/or training 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

Customer Accountabilities:

• Delivers industry customer experience (LEI or VOC).
• Coaches new to role employees to execute on the behaviors that help them effectively deliver legendary experiences

Shareholder Accountabilities:

• 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

Employee/Team Accountabilities:

• 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

OCC Language:

• This position falls within the definition of Loan Originator as defined under Regulation Z of the Truth in Lending Act, 12 CFR Part 1026.36, and the definition of Mortgage Loan Originator as defined under 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
• 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

• Satisfactory results on a criminal background check and a credit report check, and statements/certification from job applicant regarding administrative, civil, and/or criminal findings by any government agency/authority, are required by federal law for this position

Physical Requirements:

Never: 0%; Occasional: 1-33%; Frequent: 34-66%; Continuous: 67-100%

• 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

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required. The listed or specified responsibilities & duties are considered essential functions for ADA purposes.

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/stores. Every day, we strive to make every interaction, product, and experience remarkably human and refreshingly simple for 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 foster deeper relationships, ensure disciplined execution, and build a simpler, faster banking experience. TD is deeply committed to being a leader in client experience, that is why we believe that all colleagues, no matter where they work, are client facing. Together, we are reimagining what banking can be for our clients, colleagues and communities.

Our Total Rewards Package

Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical and mental well-being goals. Total Rewards at TD includes base salary and variable compensation/incentive awards (e.g., eligibility for cash and/or equity incentive awards, generally through participation in an incentive plan) and several other key plans such as 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, and reward and recognition. Learn more

Additional Information:
We’re delighted that you’re considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we’re committed to providing the support our colleagues need to thrive both at work and at home.

Colleague Development

If you’re interested in a specific career path or are looking to build certain skills, we want to help you succeed. You’ll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities.

If you’re passionate about helping clients and building deep, lasting relationships, TD offers diverse career paths where you can grow your expertise and make a meaningful impact.  

We're committed to your success and foster a respectful workplace where diverse perspectives are valued, everyone has fair opportunities to grow, and you can unlock your full potential to achieve your career goals. Here at TD, we hire and develop the best.

Training & Onboarding
We will provide training and onboarding sessions to ensure that you’ve got everything you need to succeed in your new role.

Interview Process
We’ll reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.

Accommodation

TD Bank is an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or any other characteristic protected under applicable federal, state, or local law.

If you are an applicant with a disability and need accommodations to complete the application process, please email TD Bank US Workplace Accommodations Program at USWAPTDO@td.com.  Include your full name, best way to reach you and the accommodation needed to assist you with the applicant process.