Quality Assurance Mgr - Servicing

TD • Mount Laurel, NJ

12d • $91,000 - $136,240

About The Position

The Quality Assurance Manager – Servicing assists with the development and implementation of an operational quality monitoring plan for Home Equity Servicing activities to comply with TD Bank Credit Policy, procedures, investor and regulatory requirements. The Quality Assurance Manager - Servicing manages, develops, coaches and motivates a team of Quality Assurance Analysts to ensure overall service and/or department quality standards are met. Depth & Scope: Ensures day-to-day quality assurance of department and/or Employees Manages, develops, coaches and motivates employees to achieve quality assurance goals Monitors assigned team activities to ensure service and/or productivity standards are met Ensures compliance to policies and procedures Ensures performance and strategic plans are executed properly Enforces adherence to budget Acts as a backup to Sr. QA Manager as needed Provide sleadership and direction to enhance and improve processes and practices within the department Leads and applies the performance management process, supporting employees in their personal and performance development Maintains strong relationships with partners and peers by sharing best practices, knowledge and leveraging experience Ensures ongoing training and development of staff and assist with training and development efforts Provides mentoring and coaching to assigned Employees Participates in the selection, placement and training of new team members Enhances reward and recognition programs Participates in meetings and coaching sessions Works with other department leaders to perform trend analysis, information gathering, performance feedback and other related activities

Requirements

• Bachelors degree or progressive work experience in addition to experience below
• 5-7 years related experience required
• Proven Customer service orientation
• Strong leadership and conflict resolution skills
• Proven to be detail oriented with strong organizational and multi-tasking skills
• Advanced computer skills
• Excellent written and verbal communication with strong presentation/facilitation skills
• Proven ability to perform in a fast paced environment

Nice To Haves

• testing experience
• residential loan servicing experience
• strong procedure adherence experience

Responsibilities

• Ensures day-to-day quality assurance of department and/or Employees
• Manages, develops, coaches and motivates employees to achieve quality assurance goals
• Monitors assigned team activities to ensure service and/or productivity standards are met
• Ensures compliance to policies and procedures
• Ensures performance and strategic plans are executed properly
• Enforces adherence to budget
• Acts as a backup to Sr. QA Manager as needed
• Provide sleadership and direction to enhance and improve processes and practices within the department
• Leads and applies the performance management process, supporting employees in their personal and performance development
• Maintains strong relationships with partners and peers by sharing best practices, knowledge and leveraging experience
• Ensures ongoing training and development of staff and assist with training and development efforts
• Provides mentoring and coaching to assigned Employees
• Participates in the selection, placement and training of new team members
• Enhances reward and recognition programs
• Participates in meetings and coaching sessions
• Works with other department leaders to perform trend analysis, information gathering, performance feedback and other related activities

Benefits

• Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical and mental well-being goals.
• 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: Manager
• Number of Employees: 5,001-10,000 employees