Business Process Manager IIThe Business Process Manager II uses Collections and Recovery strategic, analytical and operations knowledge and skills to drive product decisions, optimize features and improve user experience by analyzing portfolio behavior, defining Key Performance Indicators (KPIs), and collaborating with cross functional teams to increase operational efficiency and provide business line project support.Remote Schedule: Monday-Friday 8:00am-5:00pm ESTDepth & Scope:Facilitates the documentation of all processes and controlsServes as the subject matter expert on all of the units functions and processesDefines, designs, and supports process improvement initiatives across multifunctional areas and ensures alignment with the overall organizational strategyLeverages and partners with IT, Ops Innovation and Excellence, Risk Management and other teams to drive and deliver improvements to the processesChallenges existing processes and makes change recommendations as necessaryIdentifies points of process risks or potential failure and makes recommendations to control risk, follow process through to completionEnsures alignment with customer expectations to deliver a WOW! experiencePartners with unit managers to provide support as neededManages the technology change control process as neededWorks on, and occasionally lead, special projects as neededResponsible for 3 to 6 processes of medium to high complexityUnderstands and contribute to the achievement of business strategy, goals and objectivesIdentifies and recommends process improvements and/or automation opportunities to enhance the productivity and operational efficiency of the businessGathers, prioritizes and explains user requirements to support project activities, process improvements, systems development, etc.Serves as a consultant, providing advice, business expertise, and recommendations on business and/or operational processesPrioritizes and manage own workload, and possibly the workload of others, in order to deliver quality results and meet pre-determined timelinesRepresents the business and provide coordination within the business, with external service providers and other areas within the bank, on high risk/impact, major projects, and/or operational processesUses project management software / tools and applicable templates to prepare documentation, track, monitor and report information, and maintain database(s) as applicableEnsures accuracy in preparing and promptly completing all required supporting documentation for assigned projects/tasks (i.e., reports, change requests, presentations, invoices, tables, charts, files, etc.)Identifies, takes ownership and/or assists with resolution of issues as they arise, or escalation of issues as appropriateParticipates as a member of the team in executing assigned deliverables within specified parametersKeeps business leaders and other team members informed and up-to-date about the status/progress of projects, and all relevant or useful information related to day-to-day activitiesSupports the project team and the business by continuously developing knowledge in own areaLeads and manages a team of direct reports, ensuring continuous development of the team through ongoing coaching and feedbackAbility to create process maps and determine individual business area(s) of improvement preferredDelivers pre and post implementation validations and ensure product is delivered in accordance with business requirements preferredSupports the creation and integration of process enhancements preferredCreates analytical plans to help guide each systematic exercise preferredManages the inventory of Champion vs. Challenger testing and deliver performance results preferredDelivers ad hoc analytics to support new business initiatives and help influence project decisions preferredAbility to work independently while managing multiple deadlines and priorities preferredEducation & Experience:Bachelors degree7+ years bank operations experienceStrong PC skills including but not limited to Microsoft Suite softwareAptitude and training in Lean, Six Sigma and AOM with goal of getting some level of certification and expertiseSkilled in research, analysis, problem solving, metrics and reportingAbility to identify process gaps and weaknessesStrong interpersonal and influence skills to enable change without direct controlAbility to prepare and present findings and recommendations in a methodical mannerSkilled in time management and driving tasks to completionStrong verbal and written communication skillsDemonstrates leadership skillsAbility to consult on the largest and most complex projectsDegree in Finance, MIS, or Economics preferredCollections and Recovery experience in secure and/or unsecure lending preferredVisual management and programming SQL, SAS, Teradata, Python, R, Tableau and Power BI preferredPhysical Requirements:Domestic Travel – OccasionalInternational Travel – NeverPerforming sedentary work – ContinuousPerforming multiple tasks – ContinuousOperating standard office equipment - ContinuousResponding quickly to sounds – OccasionalSitting – ContinuousStanding – OccasionalWalking – OccasionalMoving safely in confined spaces – OccasionalLifting/Carrying (under 25 lbs.) – OccasionalLifting/Carrying (over 25 lbs.) – NeverSquatting – OccasionalBending – OccasionalKneeling – NeverCrawling – NeverClimbing – NeverReaching overhead – NeverReaching forward – OccasionalPushing – NeverPulling – NeverTwisting – NeverConcentrating for long periods of time – ContinuousApplying common sense to deal with problems involving standardized situations – ContinuousReading, writing and comprehending instructions – ContinuousAdding, subtracting, multiplying and dividing – ContinuousThe 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 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