The posting
Work Location:
Mount Laurel, New Jersey, United States of America
Hours:
40
Pay Details:
$115,440 - $186,160 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 candidate's 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 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
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 world's 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 95,000 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: We’re delighted that you’re considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we’re committed to providing the support our colleagues need to thrive both at work and at home.
Colleague Development
If you’re interested in a specific career path or are looking to build certain skills, we want to help you succeed. You’ll 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 you’re 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.
We're 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 you’ve got everything you need to succeed in your new role.
Interview Process We’ll 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 [email protected]. Include your full name, best way to reach you and the accommodation needed to assist you with the applicant process.
