Sr. Issue Management Coordinator - Group Mgr Fraud Operations US

TD Bank • Mount Laurel, NJ

6d • $91,000 - $136,240

About The Position

The Group Manager, Fraud Operations leads a group of Fraud professionals within a unit and provides guidance, leadership, coaching and development to ensure operational results/project initiative objectives are achieved for the overall group. This role provides a second level of oversight and approval to all investigative functions. Depth & Scope: 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 a large team with functional diversity and complexity where activities involve multiple step transactions, multiple systems and jurisdictions, higher volumes and/or medium to high complexity Work focus time horizon is generally medium to long term with moderate to high focus on strategic planning Requires expert process management knowledge and the risk profile for team processes supported Leads teams with multiple points of internal and external contact (may include direct contact with Customers) May manage over a diverse geographic jurisdiction Oversees management of team requiring workforce to decision on acceptable level of risk- Moderate to High risk potential (loss/reputational) for functional area Acts as highest point of team escalation for resolution and provides direction to resolve issues or escalate Involves regular contact with cross-functional teams across TD or external contacts and/or customers

Requirements

• Undergraduate degree required
• 7+ 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
• 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

Nice To Haves

• Experience with Issue Management Lifecycle
• Understanding of Risk and Control Frameworks
• Root Cause Analysis Proficiency
• Cross Functional Collaboration Skills
• Analytical and Critical Thinking Capabilities
• Project Management Experience
• Understanding of Regulatory Expectations and Audit Processes
• Ability to Translate Complex Problems into Clear Documentation
• background/experience in Fraud/ Financial Crimes
• Data Interpretation & Reporting Skills

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 a large team with functional diversity and complexity where activities involve multiple step transactions, multiple systems and jurisdictions, higher volumes and/or medium to high complexity
• Requires expert process management knowledge and the risk profile for team processes supported
• Leads teams with multiple points of internal and external contact (may include direct contact with Customers)
• May manage over a diverse geographic jurisdiction
• Oversees management of team requiring workforce to decision on acceptable level of risk- Moderate to High risk potential (loss/reputational) for functional area
• Acts as highest point of team escalation for resolution and provides direction to resolve issues or escalate
• Involves regular contact with cross-functional teams across TD or external contacts and/or customers
• Manages a group of Fraud professionals providing operational support to partners
• Manages team during operational special initiatives like onboarding, QA etc.
• Acts as key liaison with partners and external groups and provides subject matter expertise at the department level
• Key escalation point for significant risk/exceptions
• Monitors service and control standards against, overall business/department objectives
• Develops and maintains effective working relationships with internal and external partners for the purposes of delivering optimal customer service
• Coaches to ensure operational problems are handled appropriately, and participates in the negotiation and resolution of complex and/or escalated issues where necessary
• Contributes to the development of the business plan and operationalizes the plan and delivers on assigned service or functionality
• Works closely with key business leaders to develop business plan, ensuring the optimal use of resources and leverages TD’s operating model to maximize efficiency, effectiveness and scale
• Monitors and communicates to Senior Management the effectiveness of strategies, programs, and practices related to own area of expertise
• Sets the standards for operations and manageability across the business/function ensuring services are built from the ground up
• Proactively identifies key business opportunities, researches and recommends enhancements/modifications, develops strategies to achieve recommendations
• Ensures department operates in compliance with applicable internal and external requirements
• Manages overall budget, revenue and expenditures, meets business objectives while increasing efficiency and effectiveness
• Ensures appropriate reporting and escalation of issues based on risk profile
• Ensures employees are knowledgeable of and comply with Bank and industry codes of conduct
• Leads relationships with business lines/corporate and/or control functions to ensure alignment with enterprise and/or regulatory requirements
• Leads or contributes to cross-functional/enterprise initiatives as an organizational or subject matter expert helping to identify risk/provide guidance for complex situations
• 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
• 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 completed for all employees
• 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

Benefits

• Growth opportunities and skill development are defining features of the colleague experience at TD.
• 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: Mid Level
• Number of Employees: 5,001-10,000 employees