Sr Group Mgr Claims Operations

Work Location:

Mount Laurel New Jersey United States of America

Hours:

40

Pay Details:

$115440 - $186160 USD

TD is committed to providing fair and equitable compensation opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role. The base pay actually offered may vary based upon the candidates skills and experience job-related knowledge geographic location and other specific business and organizational needs.

As a candidate you are encouraged to ask compensation related questions and have an open dialogue with your recruiter who can provide you more specific details for this role.

Line of Business:

Financial Crimes & Fraud Mgmt

Job Description:

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.

#remote

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 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)

Education & Experience:

• 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

Customer Accountabilities:

• 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

Shareholder Accountabilities:

• Works closely with key business leaders to develop business plan ensuring the optimal use of resources and leverage TDs 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

Employee/Team Accountabilities:

• 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

Physical Requirements:

Never: 0%; Occasional: 1-33%; Frequent: 34-66%; Continuous: 67-100%

• Domestic Travel Occasional
• International Travel Never
• Performing sedentary work Continuous
• Performing multiple tasks Continuous
• Operating standard office equipment - Continuous
• Responding quickly to sounds Occasional
• Sitting Continuous
• Standing Occasional
• Walking Occasional
• Moving safely in confined spaces Occasional
• Lifting/Carrying (under 25 lbs.) Occasional
• Lifting/Carrying (over 25 lbs.) Never
• Squatting Occasional
• Bending Occasional
• Kneeling Never
• Crawling Never
• Climbing Never
• Reaching overhead Never
• Reaching forward Occasional
• Pushing Never
• Pulling Never
• Twisting Never
• Concentrating for long periods of time Continuous
• Applying common sense to deal with problems involving standardized situations Continuous
• Reading writing and comprehending instructions Continuous
• Adding subtracting multiplying and dividing Continuous

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities duties and skills required. The listed or specified responsibilities & duties are considered essential functions for ADA purposes.

Who We Are:

TD is one of the worlds leading global financial institutions and is the fifth largest bank in North America by branches/stores. Every day we strive to make every interaction product and experience remarkably human and refreshingly simple for over 27 million households and businesses in Canada the United States and around the world. More than 95000 TD colleagues bring their skills talent and creativity to foster deeper relationships ensure disciplined execution and build a simpler faster banking experience. TD is deeply committed to being a leader in client experience that is why we believe that all colleagues no matter where they work are client facing. Together we are reimagining what banking can be for our clients colleagues and communities.

Our Total Rewards Package

Our 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. Learn more

Additional Information:
Were delighted that youre considering building a career with TD. Through regular development conversations training programs and a competitive benefits plan were committed to providing the support our colleagues need to thrive both at work and at home.

Colleague Development

If youre interested in a specific career path or are looking to build certain skills we want to help you succeed. Youll have regular career development and performance conversations with your manager as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities.

If youre passionate about helping clients and building deep lasting relationships TD offers diverse career paths where you can grow your expertise and make a meaningful impact.

Were committed to your success and foster a respectful workplace where diverse perspectives are valued everyone has fair opportunities to grow and you can unlock your full potential to achieve your career goals. Here at TD we hire and develop the best.

Training & Onboarding
We will provide training and onboarding sessions to ensure that youve got everything you need to succeed in your new role.

Interview Process
Well reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.

Accommodation

TD Bank is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin age disability status as a protected veteran or any other characteristic protected under applicable federal state or local law.

If you are an applicant with a disability and need accommodations to complete the application process please email TD Bank US Workplace Accommodations Program at . Include your full name best way to reach you and the accommodation needed to assist you with the applicant process.

Required Experience:

Manager