Sr Group Mgr Claims Operations

TD Bank•Mount Laurel, NJ

2d•Onsite

About The Position

The Senior Group Manager will provide strategic leadership and oversight for six direct-report managers responsible for distinct fraud and non-fraud card claims pipelines, including credit card, Nordstrom card, and debit card portfolios. This role is accountable for ensuring thorough and timely investigations of fraud claims and dispute-related matters while driving operational excellence across the organization. Key responsibilities include maintaining adherence to service level agreements (SLAs), upholding performance and quality standards, and ensuring managers consistently execute critical deliverables such as scorecards, reporting, and performance management activities. The Senior Group Manager will also serve as a key partner to the Issues Management team, proactively addressing open issues, mitigating risks, and implementing sustainable solutions to support business objectives, regulatory compliance, and an exceptional customer experience.

Requirements

Undergraduate degree required
10+ years relevant experience
Advanced knowledge of the business goals/objectives being supported and the full suite of policies, programs, processes and systems
Knowledge of current and emerging competitor and market trends
Ability to contribute to strategic direction of the function and provide advice to senior leadership
Ability to forecast initiatives and demand in order to develop annual strategic plan
Skilled in preparing and managing budgets and resource allocation
Advanced ability to lead, plan, implement and evaluate program/project activities to ensure completion of initiatives
Ability to make an impact, influence and achieve results with effective negotiation, problem-solving and communication skills
Knowledge of risk management environment, standards and regulations
Skilled in mentoring, coaching and performance management
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 across teams and functions
Skilled in using software tools, methods and techniques
Skilled 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

Provides people management leadership by hiring the best talent, setting goals, developing staff, managing employee performance and compensation decisions, promoting teamwork and handling any/all disciplinary actions, as required
Oversees and leads a large and/or highly complex and diverse reporting function for an area of significant risk, complexity or scope while growing talent, developing skills and capabilities to achieve career goals, support project / initiative success and achieve business results
Provides coaching, mentorship and guidance to practitioners, business, executives within area of expertise
Manages and oversees the overall discipline and strategy for the respective areas while aligning to the enterprise best practices
Strategic partner to leadership team on the management of the portfolio and financials, with deep industry, external / internal, enterprise knowledge, recognizing and anticipating emerging trends and; identifying operational efficiencies and opportunities with other business management / enterprise areas
Facilitates key strategic discussions and provides thought leadership to executive audience (output may include strategic roadmap and/or deliverables/frameworks/short to long term goals etc.)
Sets operational team direction and collaborates with others to execute on common goals
Focuses on longer-range planning for functional area (e.g. 12 months or greater)
Oversees a function of Fraud professionals providing operational support to partners
Participates in enterprise wide or Customer focused special projects
Oversees research, development and implementation of new processes, technologies or operating models
Works autonomously as the leader of the team and develops group policies and procedures in coordination with leadership team and colleagues and ensures adherence to approved internal Fraud policies, procedures, standards and guidelines in addition to those federally mandated
Coordinates department compliance with overall Fraud division guidelines as well as regulatory agencies
Primary escalation point for significant risk matters/exceptions
Takes corrective action and recommends and implements changes to procedures as required
Participates in responding to periodic exams/audits for various regulatory bodies
Works closely with key business leaders to develop business plan, ensuring the optimal use of resources and leverage TD’s operating model to maximize efficiency, effectiveness and scale
Coordinates group technology support, including vendor research databases
Monitors performance of Fraud systems and communicates feedback to executive management, internal technology partners and directly to vendors as appropriate
Integrates new systems and upgrades into Fraud operations as needed
Plans and executes on strategic activities, reviews and communicates results, and adjusts tactics accordingly
Responsible for the strategic design of the Fraud team working with Managers to ensure adequate staffing and evaluations
Ensures employees are knowledgeable; and assumes responsibility to minimize operational and regulatory risk by complying with Bank and industry Code of Conduct
Keeps abreast of emerging issues, trends, and evolving regulatory requirements and assesses potential impacts
Maintains knowledge of end-to-end processes and internal/external partners and regulatory requirements
Contributes to the development of business segment and/or enterprise functional strategic priorities within their operational area or field of specialty
Develops annual and/or long term plans for own area and influences plans well beyond area managed
Responsible for management of the overall team providing both leadership and guidance
Sets targets and objectives for the team, and delivers results
Grows team expertise to align with business/enterprise demand and direction; assesses team skills and capabilities and continually looks for ways to provide and enhance the value delivered
Leads a high performing team; provides on-going feedback and performance reviews, coaches and develops employees and ensures performance management activities are undertaken and provides regular input into employee assessments and development plans
Leads the process of setting performance objectives for the team; tracks, monitors and effectively addresses and/or rewards performance in a timely manner
Manages employees in compliance with all human resources policies, procedures and guidelines of conduct
Shares knowledge, information, skills, and subject matter expertise among the team and ensures the timely communication of issues and encourages good working relationships with other functions and teams
Supports an environment where team freely escalates business challenges; facilitates change through positive reinforcement of milestones and successes
Recruits for all hires to ensure a highly diverse, qualified workforce to achieve business objectives
Establishes and fosters a cohesive team; promotes a fair and equitable environment that supports a diverse workforce and encourages the team to achieve common goals and objectives
Acts as a brand ambassador for your business area/function and the bank, both internally and/or externally