Lockbox Production Supervisor II (US)

TD • Haverhill, MA

2d • $61,880 - $99,320

About The Position

The Lockbox Production Supervisor II provides day-to-day team leadership, coaching, and work direction to support effective operations and delivery of services in accordance with service levels, quality standards, and compliance and regulatory guidelines. The role oversees complex or diverse operational functions, leads teams handling multi-step processes, and plans and coordinates work for the assigned area. It involves managing operational issues, making decisions on complex or high-risk matters, and determining appropriate resolutions.

The supervisor leads and develops colleagues, including recruiting, setting goals, managing performance and compensation decisions, promoting teamwork, and handling disciplinary actions as needed. The role is accountable for customer service, operational quality, risk management, compliance, process improvement, and change initiatives. It also promotes colleague development, inclusion, collaboration, and a high-performance team culture.

The position is based in Haverhill, Massachusetts. The listed schedule is 40 hours. Physical requirements include continuous sedentary work, multitasking, use of standard office equipment, sitting, prolonged concentration, and reading, writing, and comprehending instructions. Occasional domestic travel and other occasional activities such as standing, walking, and lifting or carrying under 25 pounds may be required.

Requirements

• High School diploma.
• At least 5 years of experience.
• Strong process management knowledge and understanding of the business unit and operational functions for the supported business area.

Nice To Haves

• Undergraduate degree preferred.

Responsibilities

• Lead, coach, and direct the team to achieve business and operational objectives while maintaining effective day-to-day operations and quality service.
• Monitor service delivery against standards and take action to consistently meet service deliverables.
• Serve as the team's first point of escalation for customers, business partners, and external partners; resolve escalated issues using knowledge of systems, processes, and regulations.
• Identify reportable incidents and issues, guide remediation, and manage risks in accordance with the Bank's risk management framework.
• Build working relationships with internal partners, understand client needs, and identify opportunities to improve client service.
• Ensure processing and other activities are complete and accurate, and coach the team in handling operational issues and resolving significant partner issues.
• Supervise daily operations, balance workloads, and ensure compliance with internal and external requirements, service standards, and productivity targets.
• Analyze process drivers, production gaps, root causes, and performance issues where applicable; provide analysis to management.
• Protect organizational interests by identifying and managing risks, resolving escalated matters, and referring complex or high-risk transactions as needed.
• Ensure adherence to compliance standards, processes, and controls, including quality checks and validation of team members' work.
• Review and update processes and procedures, maintain documentation, and recommend, implement, and monitor process enhancements.
• Use knowledge of systems, products, services, procedures, and external requirements to improve efficiency and productivity; assess performance using team and function analytics.
• Ensure employees understand and comply with Bank and industry codes of conduct and understand the impact of their work on other teams.
• Analyze service delivery issues, conduct research, contribute to audits, and run tests and reports to identify solutions consistent with TD's risk appetite.
• Follow applicable enterprise frameworks and methodologies and contribute to change plans and change management initiatives as a key change agent for the assigned area.
• Participate in or lead community initiatives and promote shared Enterprise values and commitments.
• Model inclusive leadership, support a diverse and engaged team, and participate in recruitment and selection to build a qualified workforce.
• Encourage colleague development, recognize contributions, share expertise, communicate issues, and promote collaboration and continuous learning.
• Support teams through change, foster psychological safety, and set targets, provide ongoing feedback and coaching, and conduct Quarterly Check-Ins.
• Manage employees in accordance with human resources policies, procedures, and guidelines of conduct.

Benefits

• 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
• Reward and recognition
• Variable compensation or incentive awards may be available, generally through participation in an incentive plan
• Training and onboarding
• Access to an online learning platform and mentoring programs

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED