The Future of Human Banking

The banking world has never been so competitive or complex, with thousands of players, ranging from big banks and credit unions to well-funded Fintechs, vying for market share. Disruption has been the name of the game for several years and running.

But disruption must extend beyond shiny new apps and technology to something more meaningful. In a market where consumers see banks as automated and unfeeling, I believe our human brand remains our true differentiator.

As the new CEO of TD Bank, my goal is to leverage our powerful brand to redefine convenience for the digital age without losing sight of the human touch. 

Innovating with purpose

At TD, our people are united behind a common mission: to enrich the lives of our customers and colleagues across the diverse communities we serve. This is what drives us to go above and beyond and deliver the kind of human service that other companies emulate.

Needless to say, we think about technology a little differently than other banks, too. We don't want to innovate just for the sake of it. Our goal is to create simple and intuitive experiences that make it easier for our customers to manage their money and achieve their financial goals. To that end, I plan to invest heavily in integrating the right technologies – not just the flashiest – to help our customers connect with their money and with us, wherever, whenever and however they choose.

We've already made great strides to accelerate our digital transformation and innovate with purpose. For example, TD ASAP & Voiceprint are making it faster and easier for our customers to get personal support from our call center. That means they can spend less time on the phone with us and more time enjoying their lives.  

Investing in our people and our communities

We at TD appreciate that our people are the secret of our success. They're the reason we're able to make our customers happy each and every day. That's why talent development is one of our top investments. And that commitment is only going to grow under my leadership.

I believe the reason we're able to attract top talent is because we're committed to fostering an inclusive, barrier-free culture. If we want our people to do their best work and to innovate with purpose, we must empower them to bring their whole selves to work.  Only then can they create brilliant new products that reflect the evolving needs of the diverse communities we proudly share.

As a proud dad, I also know that there's more to life than just work. That's why we just introduced one of the most generous parental leave packages in the financial services industry – giving all of our employees, women and men, 16 weeks of fully paid leave for the birth or adoption of a child.

We also bring our human brand to life by helping our communities thrive. Take small business, for example, which is the backbone of our cities and towns. We are committed to connecting these entrepreneurs with bankers who understand their businesses and can help them achieve their financial dreams, while enhancing their communities through job creation and economic investment.

And, because we are not just bankers, we're also neighbors; we actively encourage our people to devote some of their work hours to volunteering in nonprofits across our footprint. I myself have been actively involved for many years with the Greater New York Boy Scouts, the Big Brothers Big Sisters of New York City, the St. Francis de Sales School for the Deaf and the New York Partnership. It's all part of our shared mission to enrich our diverse communities.

 The future looks bright

When I look toward the future, I couldn't be more optimistic about TD's tremendous growth potential. My vision is, nonetheless, dauntingly simple: consistently exceed customer expectations by making banking faster, easier and more human. 


Woman from Lotus House Miami

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