Work Location:

United States of America

Hours:

40

Pay Details:

$58,760 - $93,600 USD

TD is committed to providing fair and equitable compensation opportunities to all colleagues. The included salary range for this role takes into account multiple factors that are considered in making compensation decisions. The base pay actually offered may vary based upon candidate's skills and experience, job-related knowledge, licensure and certifications, geographic location, and other specific business and organizational needs. As TD puts career development at the forefront of our colleague experience, it is not typical for an individual to be hired at or near the top of the range for their role.

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:

Financial Crimes & Fraud Mgmt

Job Description:

The Fraud Operations Supervisor II is responsible for overseeing daily work activities and/or providing continuous developmental coaching and instruction for a designated team of frontline associates. Additional responsibilities include the real time management of operational metrics and leading departmental initiatives that drive continuous process improvement and world-class service.

Location: Remote

Hours: Days TBD (will include one weekend day. 11 am - 8 pm.

Department Overview:

Team manages full scope of forecast delivery for US Fraud Operations from creation of capacity plans, direct expense, and fraud loss forecasts to review of all forecasts with peers, partners, and executives.

US Fraud Operational Resource Management & Planning will manage full scope of capacity planning and resource management for US Fraud Operations.  This position is responsible for the daily efforts to provide a great customer and employee experience by effectively delivering real time management with the purpose of optimizing resources to achieve business objectives.

Depth & Scope:

• Conducts daily quality reviews of individual team members' work
• Responsible for work allocation to direct reports
• Participates in daily/weekly coaching and performance feedback
• Resolves questions as they arise from the specialists about work processes and procedures
• Occasionally works as second level review when escalation is required
• Holds daily team huddles to communicate work goals, performance objectives and to discuss any process/procedure changes
• Gathers, analyzes, reports on and communicates performance efficiency to each direct report
• Conducts first round of interviews and in some instances makes independent hiring decisions
• Writes and delivers performance appraisals to each direct report
• Prepares and administers performance improvement counseling and developmental action plans
• Prepares, administers and retains all time related documentation: time sheets, tardiness, sick day, leave of absence occurrences, vacation scheduling, adjusted schedule changes, etc.
• Surfaces all pertinent information to the appropriate manager for corrective action purposes
• Approves timecards
   

Education & Experience:      

• Associates Degree or equivalent experience      
• 3-5 years' related experience      
• In-depth knowledge of processes and procedures of related operations areas is required      
• Strong leadership, delegation, coaching, and mentoring skills are required      
• Excellent customer service and problem/conflict resolution skills are required     
• Excellent written and verbal communications skills are required     
• Comprehensive knowledge of relevant banking rules and policies is required
• Ability to balance competing priorities and make sound business decisions within, and outside of policy is also required
• Effective working knowledge of Microsoft Office Word, PowerPoint and Excel
• 2-5 Years of related experience preferred in Fraud Operations, Forecasting, and/or capacity planning, or project management experience related to finance, forecasting, and/or capacity planning, preferred
• Proven ability to gather information and recommend solutions, preferred
• Proven ability to interpret data and think analytically, preferred
• Proficient with Microsoft Office Suite, including Excel and PowerPoint, preferred
• Excellent process improvement skills, including the ability to evaluate procedures and recommend improvements, preferred
• Excellent communication and presentation skills, preferred
• Strong interpersonal skills; comfortable interacting with team members of all levels, preferred
• Excellent problem-solving and decision-making skills, preferred
• Ability to effectively manage multiple projects and priorities simultaneously, preferred
• Proven ability to meet deadlines while simultaneously working on multiple tasks, preferred
• Given the multiple business units the team supports, a proven ability to develop effective relationships with internal and external business partners, preferred
• Ability to take initiative and work independently under tight timelines, preferred

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

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 [email protected]. 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.