Senior Business Application Manager - Intake and Issues Management

Work Location:
Toronto, Ontario, Canada

Hours:
37.5

Line of Business:
Enterprise Enabling Functions

Pay Details:
$108,800 - $163,200 CAD

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.

Job Description:

Department Overview

The TD Financial Crime Risk Management (FCRM) department is accountable for establishing TD's Global Anti-Money Laundering, Anti-Terrorist Financing, Economic Sanctions and Anti-Bribery/Anti-Corruption (collectively, AML) program to ensure that all TD businesses adhere with AML regulatory expectations in all jurisdictions where TD operates. This includes setting consistent standards across business segments that may be further tailored to specific business or jurisdictional requirements; conducting periodic enterprise-wide AML risk assessments; maintaining the Global AML Policy (including Know Your Customer and Enhanced Due Diligence, record keeping & retention requirements); currency transaction and suspicious transaction monitoring and reporting; screening TD customers against regulatory watch lists; a hierarchy of designated AML officer functions; enterprise-wide and specialized AML training of employees; and independent AML testing.

Job Profile Summary:

Reporting to Associate Vice President FCRM Technology Operational Support, the Senior Manager - Intake and Issues Management, is accountable for leading Defect/Issues Management for core FCRM applications, KPI/KRI Reporting, and Intake Management for defect remediation, small initiatives, and operational efficiency improvements. The incumbent has breadth and depth of understanding of FCRM and can facilitate communication between stakeholders at all levels efficiently and effectively. The Senior Manager manages a team of professionals who work closely with Governance & Control, Initiative Delivery and Technology partners.

KEY ACCOUNTABILITIES

SHAREHOLDER

• Establish strong governance framework on reporting of FCRM impacting defects and issues with clear escalation processes to elevate concerns whenever identified.
• Identify, mitigate, and report on defects and issues according to guidelines and ensure appropriate escalation processes are followed; raising nonstandard issues to relevant shareholders and control partners where required.
• Lead all the activities providing recommendations, and decision support to leadership while handling the facilitation of internal audit remediation plans to address performance, risk, and governance issues.
• Responsibility for end-to-end Intake process for all business as usual (BAU) non-project Intakes including Segment Partner projects, Small Enhancements for key FCRM applications, Reporting and Business Administration requests.
• Build productive partnership with Priority, Delivery and Enablement (PDE) group to ensure visibility across end-to-end BAU & Project Intakes to ensure intakes are correctly triaged.
• Provide oversight on adherence to SLA, issue communication, user group support and promoting adoption of processes.
• Provide oversight on KRI/KPI reporting ensuring methodology is consistent with risk appetite.
• Take corrective action and recommend or implement changes to procedures, as required.
• Provide timely and effective communication on status, analyses and findings to leadership and various stakeholders.
• Identify opportunities to automate, simplify and improve capabilities.
• Understand and manage cross-stream interdependencies.
• Escalating issues and impediments accordingly to effectively drive delivery.
• Work with executive team, and senior business partners to develop proactive strategies, tactics, to effectively manage operational issues.
• Primary escalation points for significant defects/issues
• Protect the interests of the organization - identify and manage risks and promote the prompt and thorough escalation of high-risk issues.
• Plan and execute on strategic activities, review, and communicate results, and adjust tactics accordingly.

EMPLOYEE / TEAM

• Responsible for management of the overall team providing both leadership and guidance.
• Develop annual and/or long-term plans for own area and influences plans well beyond area managed.
• Provide thought leadership and/ or industry knowledge for own area of expertise and participate in knowledge transfer within the team and business unit.
• Assess team skills and capabilities and continually look for ways to provide and enhance the value delivered.
• Create and foster a cohesive team and promote a positive work environment. Lead and follow up on action plans to improve employee experience.
• Lead the process of setting performance objectives for the team; track, monitor and effectively address and/or reward performance in a timely manner.
• Manage employees in compliance with all human resources policies, procedures, and guidelines of conduct.
• Share knowledge, information, skills, and subject matter expertise among the team and ensure the timely communication of issues and encourage good working relationships with other functions and teams.
• Support an environment where team freely escalates business challenges; facilitate change through positive reinforcement of milestones and successes.
• Recruit for all hires to ensure a highly diverse, qualified workforce to achieve business objectives.
• Act as a brand ambassador for your business area/function and the bank, both internally and/or externally
• Provide 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.
• Set operational team direction and collaborate with others to execute on common goals.
• Focus on longer-range planning for functional area.

Job Requirements

• A dynamic leader who can work collaboratively, communicate effectively in both oral and written form and build relationships across teams and functions in a fast-changing environment.
• Deep knowledge and understanding of businesses and organizational practices and disciplines.
• Undergraduate degree required; a graduate degree is preferred.
• 10+ years of diverse experience in risk management within large and complex financial services organization.
• Strong collaborator who engages colleagues, business partners, external stakeholders, and employees
• Exceptional organizational skills, including tracking dependencies, resolving outstanding issues, and structuring meetings effectively.
• Ability to work in a fast-paced environment and manage multiple deadlines and priorities.
• Ability to analyze large volumes of information, identify key clarifications, and determine next steps.
• Proven ability to identify and resolve performance and process bottlenecks.
• Proven ability in leveraging deep subject matter expertise to align teams to a central vision, while listening and engaging others to provide input in the shaping of that vision. Ability to manage multiple priorities in evolving and ambiguous environments.
• Excellent coaching and advisory skills for partners, and teams.
• Strong personal and professional integrity, aligned with TD's vision and brand protection.

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 a base salary, variable compensation, and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off, banking benefits and discounts, career development, and reward and recognition programs. 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.

Please be advised that this job opportunity is subject to provincial regulation for employment purposes. It is imperative to acknowledge that each province or territory within the jurisdiction of Canada may have its own set of regulations, requirements.

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
Your accessibility is important to us. Please let us know if you'd like accommodations (including accessible meeting rooms, captioning for virtual interviews, etc.) to help us remove barriers so that you can participate throughout the interview process.

We look forward to hearing from you!

Language Requirement (Quebec only):
Sans Objet