Issue Management Program Governance Coordinator (Group Mgr Fraud Operations (US)

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:

Additional Job Description
This is a Remote non-management /single contributor position Monday - Friday Standard Business Hours
The Issue Remediation Infrastructure & Governance team was established to design develop and maintain the foundational structure tools and routines that support consistent effective and policy-aligned issue management across Financial Crimes and Prevention Operations. The team ensures that all stages of the issue lifecycle from identification and intake through remediation and closure are governed by clear expectations transparent reporting and drives accountability.
This role will have the following responsibilities:
Develop maintain and enhance infrastructure tools for managing issue intake tracking and lifecycle workflows.
Build and optimize SharePoint lists Power Automate and PowerApps forms to support standardized data entry and intake governance as well as tools to manage issue governance through the issue lifecycle.
Develop and maintain Power BI dashboards to monitor issue metrics overdue items remediation status extension trends and timeliness.
Collaborate across business control and risk partners to define and maintain governance routines including pipeline management monitoring escalation and closure forums.
Support documentation of procedures SLAs process flows and accountability structures aligned to the Issue Management Policy and enterprise expectations.
Contribute to the issue pre-vetting tracking and reporting routines ensuring accurate and timely data for regulatory and leadership reporting.

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 longterm 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

Education & Experience:

• Undergraduate degree required
• 7 years relevant experience
• Advanced knowledge of the business goals/objectives being supported and the full suite of policies programs processesand 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

Preferred Qualifications:

The successful candidate will articulate their abilities in

Proficiency with developing in Power Platform tools: PowerApps Power Automate and Power BI

Proficiency in SharePoint list architecture and design for data collection and process support

Strong experience building dashboards and reports that support operations risk or issue management

Translate process and policy requirements into structured infrastructure and tooling

Experience documenting workflows and routines

Experience supporting or building tools (MS Office Power BI Power Apps) or the Issue Management Lifecycle (e.g. intake root cause analysis remediation and closure)

Familiarity with governance routines oversight reporting or policy-based process design

Experience with issue management tracking reporting or dashboards

Working knowledge of ARCHER ServiceNow or issue tracking systems

Comfortable working autonomously in a fast-paced environment

Mastery at solving complex process problems with scalable user-friendly solutions

Effective communicator and collaborator across business and Risk and Control teams

Proactive process-minded and accountable

Customer Accountabilities:

• 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

Shareholder Accountabilities:

• 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 TDs 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

Employee/Team Accountabilities:

• 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

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.