Work Location:
Mount Laurel, New Jersey, United States of America
Hours:
40
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 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:
Business Management, Strategy & Support
Job Description:
The Senior Manager, Business Management oversees and leads a large and/or highly complex, and diverse business management function for an area of significant risk, complexity or scope usually involving medium to long term planning, ensuring an integrated approach with other business management areas, broader organization, and enterprise as appropriate.
Merchant Services Operations Manager leads a large and/or highly complex, and diverse business management function. The Operations Manager is a strategic partner to leadership team on the management of the portfolio and financials, with deep industry, external / internal, enterprise knowledge, identifying operational efficiencies and opportunities with other business management / enterprise areas.
In particular, the Merchant Service Operations Manager manages a team of Retention Specialists, and Merchant Relationship Managers to deliver on the overall Operations team's goals.
Serves as a subject matter expert/ mentor for supervisors or lead analysts within the team. Is responsible for the day to operations across three distinct areas:
Retention & Onboarding Support
Relationship Management
The Operations Manager is responsible for:
Setting goals and ensuring that various areas manage toward overall Company objectives
Working with partners including vendors to ensure that the Company and business area's objectives are met
Serving as a resource to team members
Establishing goals and objectives for team members
Participating personally in developing and retaining business relationships and complex accounts
Coordinates Customer retention efforts
Department Overview
Treasury and Trade Products & Services offers a full spectrum of payment processing, information reporting, risk management and short-term investment solutions. Within the organization, Merchant Services is focused on delivering payment acceptance and payment processing services to a wide variety of clients, ranging from Small Business to mid-sized and large commercial clients. This team is responsible for ensuring that delivering a value proposition that meets its target client's needs while ensuring that the customer experience is aligned with the TD brand.
The Operations team within Merchant Services comprises three distinct areas and the scope of these areas are:
Retention & Onboarding Support
Handling rate reviews including working with the Pricing and Revenue Management team to review and respond to client requests
Handling and documenting complaints/escalations
Working with the team leadership to understand and address account attrition
Relationship Management
Relationship Managers manage large value clients and are responsible for their portfolio's retention, equipment upgrades, evaluating clients' additional product and additional locational needs, invoicing, etc.
In-depth understanding of functional areas under their purview i.e., Customer Service and Operations and White Glove Customer Service.
Experience in an Operational capacity in Payments Processing is highly desirable.
Demonstrated ability to analyze business situations and effectively collaborate on overall corporate direction
Refined vendor engagement and negotiation skills
Strategic planning and process management experience
Demonstrated leadership experience, with strong financial management background
Excellent written and verbal communication skills, including public speaking ability and positive public speaking presence
Depth & Scope:
Oversees and leads a large and/or highly complex, and diverse business management function for an area of significant risk, complexity or scope
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 provide 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 collaborate with others to execute on common goals
Focus on longer-range planning for functional area (e.g. 12 months or greater)
Education & Experience:
Undergraduate degree
10+ years relevant experience
Customer Accountabilities:
Develops, communicates and implements a holistic strategy for own specific business management function in support of and integrated with the overall business strategy
Oversees / leads / manages and plans a work activities that may require alignment across multiple areas
Leads the team in the development and/or integrated implementation of policies / processes / procedures / changes across multiple functional areas
Leads partner to management and respective teams for area of specialization with industry, external and internal, enterprise and business awareness; recognizing and anticipating emerging trends and; identifying issues and opportunities and recommending action to senior management
Acts as a strategic partner by leading relationships with key enterprise partners and interfacing with respective leadership team to effectively manage own business management area and clarify scope of accountabilities while influencing and aligning others as needed
Ensures an integrated and aggregated view of all related activities across the overall function providing escalations, recommendations, and decision support to leadership.
Forecasts programs / initiatives and demand, and coordinate prioritization of the portfolio/ initiatives with key stakeholders
Provides functional / business level communications to ensure messages to stakeholders and/or employees are consistent, appropriate and aligned to business strategies and executive management direction
Shareholder Accountabilities:
Ensures team adheres to enterprise frameworks and methodologies related to overall business management activities
Leads relationships with corporate and/or control functions to ensure alignment with enterprise and/or regulatory requirements
Supports team in staying knowledgeable on emerging issues, trends, and evolving regulatory requirements and assess potential impacts to the Bank
Assesses / identifies key issues and escalate to appropriate levels and relevant stakeholders and business management where required
Maintains a culture of risk management and control, supported by effective processes and sound infrastructure an in alignment with risk appetite
Identifies, mitigates and reports on risk issues per enterprise policy / guidelines and ensures appropriate escalation processes are followed
Ensures business operations are in compliance with applicable internal and external requirements (e.g. financial controls, segregation of duties, transaction approvals, and physical control of assets).
Works closely with key business leaders to optimize TDBGs resources and leverage TDs operating model to maximize efficiency, effectiveness and scale
Leads or contributes to cross-functional / enterprise initiatives as an organizational or subject matter expert helping to identify risk / provide guidance for complex situations
May lead relevant governance meetings or committees and related deliverables / outcomes representing the business on governance and control issues
Manages oversight process, risk-based identification and monitoring of related risks and regulatory compliance across the supported functions, while ensuring key controls and processes are effectively managed
Oversees or leads the facilitation and/or implementation of action/remediation plans to address performance/risk/governance issues
Employee/Team Accountabilities:
Responsible for management of the overall team(s) providing both leadership and guidance
Sets targets and objectives for the team, and deliver results
Grows team expertise to align with enterprise demand and the Bank's direction; assess team skills and capabilities and continually looks for ways to provide and enhance the value delivered
Fosters an environment / culture that encourages productivity, innovation, process improvement, teamwork and a high level of professionalism
Co-ordinates necessary resources to ensure completion by deadlines
Provides coaching, development, succession, recruitment, resource management and overall team leadership for team members and provide regular input into team members assessment of performance and development plans
Prioritizes and manages own workload in order to deliver quality results and meet timelines
Supports a positive work environment that promotes service to the business, quality, innovation and teamwork and ensures timely communication of issues/ points of interest
Identifies and recommends opportunities to enhance productivity, effectiveness and operational efficiency
Establishes effective relationships across multiple business and technology partners, program and project managers
Participates in knowledge transfer within the team and business units
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 deliver legendary customer experiences to 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 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 you've 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, we're 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 (http://hrportal.ehr.com/tdtotalrewards)
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. 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 we're committed to helping you identify opportunities that support your goals.
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 USWAPTDO@td.com . Include your full name, best way to reach you and the accommodation needed to assist you with the applicant process.
Federal law prohibits job discrimination based on race, color, sex, sexual orientation, gender identity, national origin, religion, age, equal pay, disability and genetic information.
