Quality Assurance Mgr Servicing

Work Location:

Hours:

Pay Details:

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:

Job Description:

The Quality Assurance Manager Servicing assists with the development and implementation of an operational quality monitoring plan for Home Equity Servicing activities to comply with TD Bank Credit Policy procedures investor and regulatory requirements. The Quality Assurance Manager - Servicing manages develops coaches and motivates a team of Quality Assurance Analysts to ensure overall service and/or department quality standards are met.

Depth & Scope:

• Ensures day-to-day quality assurance of department and/or Employees
• Manages develops coaches and motivates employees to achieve quality assurance goals
• Monitors assigned team activities to ensure service and/or productivity standards are met
• Ensures compliance to policies and procedures
• Ensures performance and strategic plans are executed properly
• Enforces adherence to budget
• Acts as a backup to Sr. QA Manager as needed
• Provide sleadership and direction to enhance and improve processes and practices within the department
• Leads and applies the performance management process supporting employees in their personal and performance development
• Maintains strong relationships with partners and peers by sharing best practices knowledge and leveraging experience
• Ensures ongoing training and development of staff and assist with training and development efforts
• Provides mentoring and coaching to assigned Employees
• Participates in the selection placement and training of new team members
• Enhances reward and recognition programs
• Participates in meetings and coaching sessions
• Works with other department leaders to perform trend analysis information gathering performance feedback and other related activities

Experience:

• Bachelors degree or progressive work experience in addition to experience below
• 5-7 years related experience required
• Proven Customer service orientation
• Strong leadership and conflict resolution skills
• Proven to be detail oriented with strong organizational and multi-tasking skills
• Advanced computer skills
• Excellent written and verbal communication with strong presentation/facilitation skills
• Proven ability to perform in a fast paced environment

Preferred Qualifications:

• testing experience
• residential loan servicing experience
• strong procedure adherence experience
  

Customer Accountabilities:

• Understands and supports the Banks Customer Service Strategy
• Considers the impact of advice and decisions on the well-being of the Bank as well as its customers its employees and stakeholders
• Provides the highest level of Customer service when dealing with internal partners vendors or our Customers - WOW at every opportunity
• Leads coaches and models quality service delivery at every interaction
• Supports the ongoing improvement of the partner/Customer experience

Employee/Team Accountabilities:

• Sets appropriate context for the business unit/function to enable optimal performance and alignment to strategy
• Supports the creation of goals and objectives for the business unit/function as well as communicate those goals and objectives to the team
• Builds capability support / executes plans to acquire develop and retain the diverse teams with the skills and experience necessary to realize on current and future business strategies
• Role model behaviors consistent with TDs leadership profile customer and employee experience agendas and risk and control culture
• Creates an extraordinary place to work advance and sustain a unique inclusive culture that reflects TDs diversity agenda and creates an extraordinary employee experience
• Leads coaches and develops a highly effective team by ensuring on-going training and performance and development management

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 deliver legendary customer experiences to 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 the Bank those we serve and the economies we support. We are guided by our vision to Be the Better Bank and our purpose to enrich the lives of our customers communities and colleagues.

TD is deeply committed to being a leader in customer experience that is why we believe that all colleagues no matter where they work are customer facing. As we build our business and deliver on our strategy we are innovating to enhance the customer experience and build capabilities to shape the future of banking. Whether youve got years of banking experience or are just starting your career in financial services we can help you realize your potential. Through regular leadership and development conversations to mentorship and training programs were here to support you towards your goals. As an organization we keep growing and so will you.

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. Whether you have a passion for helping customers and want to expand your experience or you want to coach and inspire your colleagues there are many different career paths within our organization at TD and were committed to helping you identify opportunities that support your goals.

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.