Business Process Manager I - Collections/Recovery Documentation & Quality Support

TD • Phoenix, AZ

2d • Hybrid

About The Position

The Business Process Manager I is responsible for communication and procedure content and review for all of US Customer Assistance (Collections & Recovery). They will be actively involved in reviewing work instructions, letters that are used, and communications. They will drive results in quality and timeliness of annual review of all documents including what goes out to Customers. They will also work to create efficiency gains and validate accuracy in all areas. Candidate must be within a commutable distance of Phoenix AZ or Jacksonville FL to attend any in person office meetings.

Requirements

• Bachelors degree
• 5+ years bank operations experience
• Strong PC skills including but not limited to Microsoft Suite software
• Aptitude and training in Lean, Six Sigma and AOM with goal of getting some level of certification and expertise
• Expert level requiring advanced business knowledge
• Ability to consult on the largest and most complex projects
• Skilled in research, analysis, problem solving, metrics and reporting
• Ability to identify process gaps and weaknesses
• Strong interpersonal and influence skills to enable change without direct control
• Ability to prepare and present findings and recommendations in a methodical manner
• Skilled in time management and driving tasks to completion
• Strong verbal and written communication skills
• Demonstrated leadership skills

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.
• Leads a team of professionals and may be accountable for leading projects within a business area
• Ensures communication, implementation and/or training plans that are identified and detailed in order to implement projects and/or business initiatives
• Responsible for 25 processes of medium complexity
• Understands and contributes to the achievement of business strategy, goals and objectives
• Identifies and recommends process improvements and/or automation opportunities to enhance the productivity and operational efficiency of the business
• Gathers, prioritizes and explains user requirements to support project activities, process improvements, systems development, etc.
• Serves as a consultant, providing advice, business expertise, and recommendations on business and/or operational processes
• Prioritizes and manages his/her own workload, and possibly the workload of others, in order to deliver quality results and meets pre-determined timelines
• Represents the business and provides coordination within the business, with external service providers and other areas within the bank, on high risk/impact, major projects, and/or operational processes
• Uses project management software / tools and applicable templates to prepare documentation, tracks, monitors and reports information, and maintains database(s) as applicable
• Ensures accuracy in preparing and promptly completing all required supporting documentation for assigned projects/tasks (i.e., reports, change requests, presentations, invoices, correspondence/communications, tables, charts, files, etc.)
• Identifies, take ownership and/or assists with resolution of issues as they arise, or escalation of issues as appropriate
• Participates as a member of the team in executing assigned deliverables within specified parameters
• Keeps business leaders and other team members informed and up-to-date about the status/progress of projects, and all relevant or useful information related to day-to-day activities
• Supports the project team and the business by continuously developing knowledge in own area

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees