Program Manager - Retail Change Office

TD Bank•Mount Laurel, NJ

1d•Onsite

About The Position

The Retail Change Office drives end-to-end change leadership for all people, process, and technology impacts in the US Retail Store Network. Our team partners with business areas across the bank leveraging a cross-functional interaction model to ensure our front-line colleagues have the support and resources they need to manage through change. Our Program Manager provides support across our change & program delivery pillars, ensuring critical deliverables are met and every change is accounted for. The Senior Business Program Analyst leads the development and implementation of business-specific and/or enterprise wide programs, including design, development, implementation, monitoring, reporting and resolution of issues for a specialized functional area. May also be responsible for implementing coaching tools/programs, providing follow-up support, and measuring effectiveness for future program consult.

Requirements

Undergraduate degree and/or 5+ years relevant experience
Proficient knowledge of multiple business program and delivery disciplines, strategy development, consulting principles, lines of businesses supported, banking industry, and product/customer markets
Knowledge of current and emerging competitor and market trends
Knowledge of risk management environment, standards and regulations
Ability to manage a budget and work within the constraints of that budget
Ability to lead, plan, implement and evaluate program/project activities to ensure completion of initiatives
Ability to exercise sound judgement in making decisions
Ability to communicate effectively in both oral and written form
Ability to work collaboratively and build relationships
Skill in using analytical software tools, data analysis methods and reporting techniques
Skill in using computer applications including MS Office
Ability to analyze, organize and prioritize work while meeting multiple deadlines
Ability to work successfully as a member of a team and independently
Ability to handle confidential information with discretion

Responsibilities

Works independently as the subject matter expert and may coach and educate others
Oversees and/or independently perform tasks from end to end
Applies expert knowledge of policies, processes, procedures, systems, concepts and operating standards to drive unit or team performance
Executes on more complex and/or non-standard requests
Recommends and implements solutions within own area of responsibility
May need to coordinate / integrate work with other areas as needed
Provides advanced analysis and/or specialized reporting to support business partners, functional areas or centres of expertise
Requires specialized and/or advanced technical / business / function knowledge for areas supported
High level of complexity in operational / reporting / process and/or analysis function requiring medium to longer term focus
Represents the group as the lead or subject matter expert on projects / initiatives and/or at meetings across the organization
Supports development and execution of diverse programs, implement and develop activities, tools and programs for businesses, and support business sales/service strategy and management activities
Provides expertise and guidance on programs and related reporting
Works closely with various partners, and external service providers (where appropriate) to resolve issues, streamline processes and implement solutions that enhance the customer/employee experience
Monitors any involved service providers to ensure agreed upon service levels are consistently achieved, and contracts are current
Keeps abreast of legislative developments related to the operational aspects of policy/ program assess implications for TD and proactively recommend changes
Leads projects to successfully implement program and policy changes
Works closely with business partners to resolve issues, streamline processes and implement solutions that enhance the operational efficiency and employee experience
Participates in business process efficiency reviews and discussions
Supports regulatory applications by providing relative business information for report to the applicable regulatory bodies/responding to requests for information
Adheres to enterprise frameworks or methodologies that relate to activities for our business area
Ensures respective programs/policies/practices are well managed, meets business needs, complies with internal and external requirements, and aligns with business priorities
Consistently exercises discretion in managing correspondence, information and all matters of confidentiality; escalate issues where appropriate
Ensures business operations are in compliance with applicable internal and external requirements ( e.g. financial controls, segregation of duties, transaction approvals and physical control of assets)
Participates in cross-functional / enterprise / initiatives as a subject matter expert helping to identify risk / provide guidance for complex situations
Conducts internal and external research projects; support the development/ delivery of presentations / communications to management or broader audience
Monitors service, productivity and assess efficiency levels within own function and implement continuous process / performance improvements where opportunities exists
Leads / facilitates and/or implements actions / remediation plans to address performance / risk /governance issues
Actively manages relationships within and across various business lines, corporate and/or control functions and ensure alignment with enterprise and/or regulatory requirements
Keeps abreast of emerging issues, trends, and evolving regulatory requirements and assess potential impacts
Maintains a culture of risk management and control, supported by effective processes in alignment with risk appetite
Participates fully as a member of the team, support a positive work environment that promotes service to the business, quality, innovation and teamwork and ensure timely communication of issues/ points of interest
Provides thought leadership and/ or industry knowledge for own area of expertise in own area and participate in knowledge transfer within the team and business unit
Keeps current on emerging trends/ developments and grow knowledge of the business, related tools and techniques
Participates in personal performance management and development activities, including cross training within own team
Keeps others informed and up-to-date about the status / progress of projects and / or all relevant or useful information related to day-to-day activities
Contributes to team development of skills and capabilities through mentorship of others, by sharing knowledge and experiences and leveraging best practices.
Leads, motivates and develops relationships with internal and external business partners / stakeholders to develop productive working relationships.
Contributes to a fair, positive and equitable environment that supports a diverse workforce
Acts as a brand ambassador for your business area/function and the bank, both internally and/or externally