Senior Business Program Lead- Residential Lending Customer Experience

TD•Mount Laurel Township, NJ

13d

About The Position

The Senior Business Program Lead role leads and acts as business program owner and foremost subject matter expert in the development and implementation of enterprise programs, including design, development, deployment, monitoring, reporting, and resolution for a specialized functional area. Residential Lending's Strategy & Support team is responsible for oversight, strategy and establishment of actions to achieve an end-to-end customer experience aligned to the Legendary Service promise of TD. This will include, but not be limited to, hands on management of VOC focused initiatives, and creation of a WOW experience model at time of loan closings.

Requirements

Undergraduate degree and/or 10+ years relevant experience
Strong organizational skills, with the ability to work in a fast paced environment and manage multiple deadlines and priorities
Highly developed critical thinking, analytical, and problem solving skills
Excellent communication skills (both written and verbal)
Self-motivated team player with high energy and ability to work independently

Nice To Haves

Experience providing monthly oversight of Voice-of-the -Customer metrics while driving root cause analysis of gaps
Experience developing action plans to drive improvements
Experience driving customer impacting initiatives utilizing analytics to ID gaps.
Residential Lending/Mortgage experience
Project Management and Change Management execution experience

Responsibilities

Leads and supports strategic initiatives spanning growth and operational excellence by directly scoping, initiating and planning key business programs
Manages program development across all domains defining success criteria, with explicit consideration to business process & organizational change impacts
Ensures alignment of required stakeholders to business decisions
Champions the program across the organization in partnership with the sponsor and team
Delivers data-driven insights to support actionable program direction, corporate prioritization, and communications
Establishes program governance structures in line with TD's governance control objectives
Supports change management activities, guiding training and communications in alignment with Business strategy
Develops the plan for the program's operational success, including integrating program outcomes into business as usual (BAU)
As the business owner, partners with the delivery teams on key execution decisions and on aligning technology and business objectives into a shared delivery vision
Ensures effective quality assurance and the overall integrity of the program - focusing inwardly on the internal consistency of the program, and outwardly on its coherence with infrastructure planning, interfaces with other programs and corporate standards managing the program's budget
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; escalates 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; supports the development delivery of presentations/communications to management or broader audience
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 ensures 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
Provides thought leadership and/or industry knowledge for own area of 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 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