Capacity Planning, Business Process Manager II

TD Bank • Jacksonville, FL

8h • $91,000 - $136,240 • Remote

About The Position

Our capacity planning team bridges the gap between finance and operations by leveraging data to tell the most realistic story behind each team's operating capacity and staffing needs. Our team is responsible for building and maintaining capacity plans for Core Ops and Residential Lending Ops. The work we do is crucial as it guides FTE budgeting, ensuring each team is set up for success in achieving their financial and operating goals.

Requirements

• Bachelors degree
• 7+ 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
• 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
• Demonstrates leadership skills
• Ability to consult on the largest and most complex projects

Nice To Haves

• Excel (intermediate or higher)
• Data management and analytical skills
• Relationship management
• The ability to work across multiple stakeholders

Responsibilities

• Independently build and maintain multi-year capacity plans for multiple businesses to make staffing recommendations and headcount projections.
• Including identifying opportunities for operation efficiencies with supported businesses.
• Forecast volumes, work rates, and attrition as needed.
• Track accuracy and update projections.
• Work with front line managers to understand monthly performance results, plan for demand and productivity changes in the business and make staffing recommendations to senior managers and executives
• Complete monthly reporting activity for executive presentations
• Conduct analytics to identify operational inefficiencies and recommend changes to staffing plan. This includes gathering and validating data, conducting analysis, and presenting results to partners and business managers. This may be ad hoc for a specific business, a scalable analysis to be applied across multiple businesses, or an urgent task to support executive decision making.
• Work with peers across the organization to gather results/inputs and to implement fair/appropriate performance improvement targets into capacity plans for served businesses
• Act as an owner of the capacity planning process by identifying opportunities for improvement and independently driving advancement of the team's capacity planning process and tools.
• Embrace the one team mentality by providing mentorship and collaboration with peers and partners.
• Facilitates the documentation of all processes and controls
• Serves as the subject matter expert on all of the units functions and processes
• Defines, designs, and supports process improvement initiatives across multifunctional areas and ensures alignment with the overall organizational strategy
• Leverages and partners with IT, Ops Innovation and Excellence, Risk Management and other teams to drive and deliver improvements to the processes
• Challenges existing processes and makes change recommendations as necessary
• Identifies points of process risks or potential failure and makes recommendations to control risk, follow process through to completion
• Ensures alignment with customer expectations to deliver a WOW! experience
• Partners with unit managers to provide support as needed
• Manages the technology change control process as needed
• Works on, and occasionally lead, special projects as needed
• Responsible for 3 6 processes of medium to high complexity
• Understands and contribute 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 manage own workload, and possibly the workload of others, in order to deliver quality results and meet pre-determined timelines
• Represents the business and provide 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, track, monitor and report information, and maintain 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, takes 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
• Leads and manages a team of direct reports, ensuring continuous development of the team through ongoing coaching and feedback

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