Quality Assurance Manager, Fair & Responsible Banking (US)

TD•Portland, ME

3d•$91,000 - $145,600•Onsite

About The Position

The Fair and Responsible Banking Compliance team is seeking an experienced compliance professional to support the quality assurance function for the review of high-risk and complex customer complaints across TD Bank US. The Quality Assurance Manager, Fair and Responsible Banking (US) is responsible for providing independent quality assurance oversight of high-risk complaint reviews through the execution of quality assurance assessments. These assessments evaluate adherence to established policies, standards, procedures, and regulatory expectations by the High-Risk Complaint Review Team. This role is accountable for conducting quality assurance reviews and peer reviews, identifying opportunities to strengthen review quality, consistency, and effectiveness. The Quality Assurance Manager plays a critical role in providing strategic guidance to enhance Fair and Responsible Banking Compliance's high-risk complaint review framework, governance, and operational processes. The incumbent is expected to deliver meaningful insights and recommendations through trend reporting and other feedback templates that improves operational performance, drive continuous process improvement, and promote adherence to internal policies, standards, procedures, and applicable regulatory requirements. Through effective challenge and oversight, this role supports the integrity, consistency, and overall effectiveness of the high-risk complaint review program.

Requirements

Undergraduate degree or equivalent work experience
7+ years of experience
8+ years of quality assurance or related experience
Knowledge of financial institution laws/regulations, strategies and risk management/complaint compliance programs
Possesses and demonstrates expertise in the advisory of policy, change management, project management and operations
Skilled in using computer applications including MS Office suite, with a focus on Excel and PowerPoint
High personal and professional integrity and standards to advance TD's vision and protect the brand
Strategic critical thinker: has excellent judgment, achieves the right risk/reward balance
Delivers on objectives, focuses on what matters and can work across silos to build effective working relationships
Clear and concise verbal and written communication skills

Nice To Haves

CRCM or equivalent a plus

Responsibilities

Providing independent quality assurance oversight of high-risk complaint reviews through the execution of quality assurance assessments.
Evaluating adherence to established policies, standards, procedures, and regulatory expectations by the High-Risk Complaint Review Team.
Conducting quality assurance reviews and peer reviews.
Identifying opportunities to strengthen review quality, consistency, and effectiveness.
Providing strategic guidance to enhance Fair and Responsible Banking Compliance's high-risk complaint review framework, governance, and operational processes.
Delivering meaningful insights and recommendations through trend reporting and other feedback templates that improves operational performance, drive continuous process improvement, and promote adherence to internal policies, standards, procedures, and applicable regulatory requirements.
Supporting the integrity, consistency, and overall effectiveness of the high-risk complaint review program through effective challenge and oversight.
Works with Compliance partners and other related groups (such as Legal and Risk) to support creation of documentation and reports required by external regulatory bodies and TD internal groups.
Leads development of team procedures and governance processes and advises the Compliance stakeholders and teams of changes and enhancements to enterprise Compliance programs and requirements and where they may impact in the organization.
Provides governance oversight through management of the policy and training exemption governance and reporting processes to the Compliance Senior Executive Team (and related Compliance Sub-Committees).
Assists Compliance team members in the use of Issues and Events system for tracking and reporting.
Prepares summaries, presentations, briefing notes, and any other required documentation to effectively report on the status of the Compliance program.
Represents CGO as a specialist on internal or external committees as well as on enterprise-wide Regulatory Change Management initiative, as required.
Delivers relevant subject matter expertise and Compliance advice to business Compliance partners.
Interacts with control functions within the organization.
Conducts meaningful research, analysis, and assessment of Compliance program activities at the functional level using results to draw conclusions, make recommendations, assess the effectiveness of enterprise Compliance programs.
Participates in/manages regulatory examinations and external/internal audits with respect to request for information regarding CGO portfolio; reviewing, packaging and providing information for department executive.
Adheres to enterprise frameworks and methodologies that relate to activities for our business area.
Makes sure 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; escalates issues where appropriate.
Manages business operations to be 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; supports the development/delivery of presentations/communications to management or broader audience.
Conducts meaningful analysis at the functional or enterprise level using results to draw conclusions, makes recommendations, assesses the effectiveness of programs/policies/practices.
Monitors service, productivity and assesses efficiency levels within own function and implements 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 manages alignment with enterprise and/or regulatory requirements.
Keeps abreast of emerging issues, trends, and evolving regulatory requirements and assesses 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, supports a positive work environment that promotes service to the business, quality, innovation and teamwork and ensures timely communication of issues/points of interest.
Supports the team by continuously enhancing knowledge/expertise in own area and participates in knowledge transfer within the team and business unit.
Keeps current on emerging trends/developments and grows 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 the success of the team by willingly assisting others in the completion and performance of work activities; provides training, coaching and/or guidance as appropriate.
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.