Head of Process Excellence (US)
About The Position
The Head of Process Excellence is a senior executive responsible for defining, leading, and scaling a bank-wide process improvement and customer transformation agenda. This role will architect the methodologies, tools, and operating model that enhance efficiency, strengthen risk management, improve the customer journey and unlock enterprise-level productivity—leveraging advanced automation, AI-enabled solutions, and industry-leading process-design practices. This role will partner closely with Fraud, KYC, Insider Threat and Investigations, Technology, Data, and Risk executives to build a culture of operational excellence. The role will drive the strategic business strategy roadmap and execution of process engineering, emerging technology adoption, and continuous improvement across high-risk, high-velocity environments.
Requirements
- 10+ years of progressive leadership in process engineering, operational excellence, or transformation roles (preferably within Financial Services)
- Deep experience in Fraud Operations, KYC/CDD, Insider Threat/Investigations, AML/BSA or other Financial Crimes domains
- Demonstrated success leading end-to-end process redesign across complex, highly regulated environments
- Strong expertise in automation technologies (RPA, workflow engines, decisioning platforms) and AI-enabled productivity
- Proven ability to build and lead large transformation programs with measurable cost, productivity, and risk-reduction outcomes
- Exceptional influencing skills with senior executives, regulators, technology leaders, and cross-functional partners
Nice To Haves
- Lean Six Sigma Black Belt or Master Black Belt
- Experience building a Process Engineering or Operational Excellence Center of Excellence at scale
- Strong understanding of data governance, model-risk governance, and operational-risk frameworks
- Executive presence paired with a hands-on ability to drive clarity, alignment, and disciplined execution
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
- Sets the enterprise vision for process engineering, automation, and operational excellence; develops the multi-year roadmap aligned to business strategy, regulatory expectations, and efficiency commitments
- Establishes operating model that scales best-in-class process methodologies (Lean, Six Sigma, BPM, workflow design, AI-enabled decisioning) across the organization
- Leads transformation of end-to-end processes across Fraud Operations, KYC/CDD, Insider Threat, Investigations, Fraud Claims, Billing Disputes, and related Financial Crimes functions
- Re-designs workflows to improve quality, throughput, cycle time, customer impact, and control strength
- Builds and maintains enterprise standards for process mapping, process health monitoring, and performance measurement frameworks
- Develops and executes the automation agenda (RPA, workflow orchestration, business rules, machine learning, GenAI-powered productivity tools)
- Drives responsible AI adoption in operational processes, including alert triage, decision automation, investigation support, and workflow optimization
- Partners with Technology, Data, and Model Risk to ensure scalable, secure, compliant deployment of automation and AI solutions
- Applies deep domain expertise across Fraud, KYC/CDD, and Insider Threat to identify opportunities to modernize control processes, reduce risk exposure, and lower unit cost
- Establishes metrics, KRIs/KPIs, and governance to ensure process integrity and regulatory compliance
- Builds customer complaints and analytics process to drive capability and operational improvements
- Champions a culture of continuous improvement across the organization
- Designs and delivers enterprise training programs on process excellence and automation
- Builds a high-performing team of process engineers, automation specialists, and operational-excellence leaders
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.
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What This Job Offers
Job Type
Full-time
Career Level
Executive
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
