Exceptions Manager II

Work Location:
Lewiston, Maine, United States of America

Hours:
40

Pay Details:
$86,840 - $139,360 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.

• Provides people management leadership by recruiting top 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
• Expert knowledge of the business and operational functions supported
• Leads teams with multiple points of internal and external contact including direct contact with Customers
• Work focus time horizon is generally medium to long-term with moderate to high focus on strategic planning
• Requires expert process management knowledge and the risk profile for team processes supported
• Decision making authority and ambiguity and nature of issues managed are generally more complex, risk oriented, time sensitive and/or impacts a significant part of the organization
• Acts as highest point of team escalation for resolution and provides direction to resolve issues or escalate
• Involves daily contact with cross-functional teams across TDBG or external contacts and/or customers

• High School diploma; Undergraduate degree preferred
• 6+ years experience
• 4+ years of people management experience
• Check processing experience preferred
• Experience managing a large operations team preferred

• Leads respective group within a business unit in delivering operational support to the assigned areas
• Identifies and responds to changes in the business environment and establishes action plans to address client issues and priorities
• Acts as a key liaison at the department level to actively engage stakeholders within the Bank and broader industry, developing and maintaining strong business partnerships, clarifying client needs and delivering client-centered solutions that enhance the overall end-to-end experience
• Secondary escalation point for significant risks/exceptions
• Monitors service and control standards against overall business/department objectives
• Provides frontline feedback to client strategy and broader process improvement functions to identify client pain points and opportunities for improvement
• Negotiates and helps to resolve complex and/or escalated issues, builds a client-centric, collaborative and innovative culture

• Proactively identifies key business opportunities, researches and recommends system enhancements/modifications, develops strategies to achieve recommendations and works closely with system support to execute and implement system upgrades/enhancements
• Conducts root cause analysis, evaluates options and provides recommendations; ensures appropriate reporting and escalation of issues occurs based on risk profile
• Contributes to the development of the business plan, operationalizes the plan and delivers on assigned service or functionality
• Protects the interests of the organization; identifies and manages risks, resolves escalated matters and refers complex and/or non-standard, high-risk transactions/activities as needed
• Provides expertise and coordinates implementation and testing of new processes and systems and ensures these are well documented
• Applies knowledge of end-to-end processes and regulatory requirements to drive achievement of department standards for productivity and efficiency, implements process improvement initiatives and executes on change, supporting adherence, tracking and realizing benefits
• Mitigates risk by coordinating activities with partners in Operations, Technology, Finance, Risk Management, etc.
• Follows and ensures employees are knowledgeable of and comply with Bank and industry codes of conduct
• Acts as a key contributor to strategic initiatives, functional projects/programs and/or internal/external working groups and may sign off on projects of small scale and/or complexity
• Conceptualizes/defines change framework and contributes to strategy discussions; acts as a key change agent for a defined area
• Adheres to enterprise frameworks and methodologies that relate to operations activities for own area; ensures unit operates in compliance with applicable internal and external requirements
• Participates in and/or leads community initiatives and promotes commitment to shared Enterprise values and commitments
• Assesses performance based on team and function analytics

• Cultivates and models the Colleague Promise to support colleague growth, and a culture of care; makes an impact at work and in our communities by leading with authenticity and supporting well-being to represent TD's brand
• Connects the alignment of colleague's contributions with the TD Shared Commitments
• Builds and retains an engaged and diverse team where every colleague and customer are valued, respected, and listened to; committed to a common goal and collaborate to move with speed and get things done
• Demonstrates inclusive leadership by taking meaningful action with intention to support colleagues and customers across all dimensions of diversity, including those from underrepresented communities, being actively anti-racist, attracting and retaining diverse slate of candidates, nurturing mutual respect, inclusivity of thought and collaboration to drive successful results
• Recruits, identifies strong talent and develops a diverse talent pipeline of qualified workforce to innovate and maximize individual strengths to lead to a better business outcome
• Enables colleague growth by encouraging colleague development to achieve career and business objectives; ensuring timely motivating appreciation and recognition to all colleagues
• Enables a continuous learning culture by proactively seeking, listening to and actioning feedback from peers and from colleague listening opportunities to continuously improve the colleague experience and grow your personal leadership
• Models sharing of knowledge, information, skills, and subject matter expertise among the team; ensures timely management and escalation of issues, and leads collaboration with other functions and teams
• Leads team through change and creates an environment where teams feel psychologically safe to challenge current practices by modeling resiliency and flexibility, providing direction on changing priorities and empowering colleagues to drive innovation
• Enables a high-performance culture by setting team targets and objectives, facilitating on-going and proactive feedback/coaching and conducting Quarterly Check-Ins for all colleagues to drive accountability and business results
• Manages employees in compliance with all human resources policies, procedures and guidelines of conduct

• 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