Manager Fraud Operations

Description

The Manager of Fraud Operations leads a small number of specialized Fraud professionals performing complex work or a group of Fraud professionals within a unit, and provides guidance, leadership, coaching and development to ensure operational results / project initiative objectives are achieved for the overall group.

This role provides a second level of oversight and approval to all investigative functions.

Note : Candidate must live within a commutable distance of one of the following : Jacksonville, FL; Farmington Hills, MI;

Mt Laurel, NJ; Greenville, SC; or Wilmington, DE.

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 / multiple small teams completing processes / transactions / activities characterized by single to multiple step transactions limited systems and jurisdictions, higher volumes and / or medium to high complexity
• Advanced knowledge of the business and operational functions supported
• Requires advanced process management knowledge and expert knowledge of the risk profile for team processes supported, strong knowledge in identifying, tracking and resolving gaps
• Work focus time horizon is generally medium term with moderate focus on strategic planning
• Oversees management of team requiring workforce to decision on acceptable level of risk-Low to Moderate risk potential (loss / reputational) for functional area
• Acts as a team escalation contact for issues raised from other internal groups, partners and / or customers
• Involves regular contact with cross-functional teams across TD or external contacts or customers

Education & Experience :

• High School diploma required; Undergraduate degree preferred
• 5+ years relevant experience
• 3+ years people management experience
• Proficient knowledge of the business goals / objectives being supported and the full suite of policies, programs, processes and systems
• Knowledge of current and emerging trends
• Ability to contribute to strategic direction of the function and provide advice to senior leadership
• Ability to establish goals and objectives that support the strategic plan
• Knowledge of risk management environment, standards and regulations
• Ability to implement and evaluate program / project activities to ensure completion
• Skilled in using software tools, methods and techniques
• Skilled in preparing and managing budgets and resource allocation
• 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
• 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

Customer Accountabilities :

• Manages a group of Fraud professionals providing operational support to partners
• Manages team during operational special initiatives like on-boarding, 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 TD’s 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 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.

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

If you are an applicant with a disability and need accommodations to complete the application process, email the 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 application process.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.