Work Location:New York, New YorkHours:40Pay Details:$119,600 - $178,880 USDTD 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:Personal & Commercial BankingJob Description:The Regional Operations Officer II (ROO) provides leadership in developing, implementing and maintaining retail store operations policies, procedures and processes to support positive financial results, mitigate losses and risk with attention to growth of the brand. This role acts as liaison/support between retail and other business lines to address issues affecting risk, compliance, profitability, and efficiency for the Customer/Employee Experience.Depth & Scope:
Oversees an operational function with overall accountability for providing strategic direction, guidance on a broad and diverse range of complex operational activities/analysis and/or specialized project support or services
Is accountable for establishing a sound system of risk oversight, management, and internal and regulatory controls to identify, assess, monitor, and manage material, reputational and financial risks related to the conduct of TD Banks activities
Monitors and analyzes market and regional performance related to retail operations, loss, risk exposure, controllable expenses and determines ongoing development, long term business plan goals and operational integrity, adherence to risk requirements and operational processes
Acts as a key liaison at the region and division 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
Executes/measures/coaches to AMCB risk procedure changes to ensure regulatory findings are solutioned
Independently decisions high risk cash items and processes–Top level escalation point for significant risk matters/exceptions; oversees problem resolution
Acts as a change agent for all TD AMCB store process or procedure changes, implementations or additions
Acts as crisis management leaders within their regions for events such as weather, pandemic etc.
Acts as a key contributor to strategic initiatives, functional projects/programs and/or internal/external working groups, and may have sign off authority on projects of larger scale and/or complexity
Education & Experience:
Undergraduate degree or equivalent experience
10+ years of relevant experience
Prior supervisory experience required
Project management and organizational skills needed with demonstrated ability to bring a project in on time and within budget
Proven ability to implement change successfully
Strong written and verbal communication skills
Prior successful relationship management experience required
Demonstrated ability to influence the actions of others and decisions successfully without express authority within the assigned Region and Market
Demonstrated comprehensive knowledge of bank policies and procedures
PC experience including Microsoft Office Suite and Company applications as necessary
Travel within the Region is required
Travel outside the region/market may be necessary
Exhibits strong leadership competencies, collaboration, flexibility, influence, innovative, creativity, integrity, and passion
Strong project management skills with ability to influence at all levels
Proven analytical skills
Customer Accountabilities:
Is future focused, foresees gaps and trends and influences direction across the Region, with Business Partners and will have an influence across the Market accountable for risk mitigation, colleague and customer experience
Transforms the store service delivery model for the future; drives efficiency, reduces losses, creates capacity, cost avoidance by being a change agent to align to Customer Strategy
Oversees operational excellence to manage daily, weekly, monthly Store controls, processes and procedures to ensure passing corporate audits and regulatory compliance /OCC/CFPB Compliance exams
Leads and manages regional operations matrix, Teller differences, Cash Items, as well as all regional controllable expenses and cash currency management system
Assesses physical appearance of stores and adherence to the TD Look Guide; identifies strengths and opportunities for improvement
Coaches/Informs/Influences store and regional and executive leadership to ensure Customer problems are handled appropriately and participates in the resolution of Customer issues as needed
Assesses and responds to effective and consistent risk management and mitigation throughout assigned area as it relates to loss, exposure, reputation, Customers, Employees and the brand
Influences developing policies, procedures and processes and/or assisting on more complex projects
Implements and maintains retail operations policies, procedures and processes through store visits, regional leadership meetings and involvement in training initiatives
Shareholder Accountabilities:
Acts as a key contributor to strategic initiatives, functional projects/programs and/or internal/external working groups, and may have sign off authority on projects within bank network/region
Applies a high level of expertise and project management skills to a variety of projects for an assigned region
Adheres to enterprise frameworks and methodologies that relate to operations activities for own area (e.g., Anti-Money Laundering, Business Continuity Management)
Works closely with key business leaders to develop business plan, ensuring the optimal use of resources, and leverages operating model to maximize efficiency, effectiveness and scale
Ensures appropriate escalation as well as access management (Diamond) protocol is in place and operating losses are reported appropriately
Mitigates operating losses, ensures appropriate escalation
Protects the interests of the organization; identifies and manages risks, resolves escalated matters and refers complex and/or nonstandard, high-risk transactions/activities as needed
Collaborates with service delivery units, technology, finance and other functional specialist groups to ensure integrated service delivery, risk mitigation and compliance with applicable internal and external requirements
Owns process development and documentation; ensures processes utilized are effective and efficient
Monitors productivity and efficiency, operating systems to continually improve delivery capability consistent with overall financial and service objectives
Employee/Team Accountabilities:
Provides thought leadership and/or industry knowledge for own area of expertise
Encourages a positive work environment that promotes service to the business, quality, innovation and teamwork and ensures timely communication of issues/points of interest
Identifies and recommends opportunities to enhance productivity, effectiveness and operational efficiency
Works effectively as a team, supporting other members of the team in achieving business objectives and providing client services
Participates in knowledge transfer within the team and business units
Contributes to the overall performance management process by providing coaching and input into team members' assessment regarding operational and risk policy and procedures
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
Ensures ongoing training and development of staff to meet department objectives for service and productivity
Coaches Store teams to Quality Assurance results obtained for high-risk operational components, ensuring results meet operational, legal and regulatory standards
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 PackageOur 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 (http://hrportal.ehr.com/tdtotalrewards)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 DevelopmentIf 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 & OnboardingWe will provide training and onboarding sessions to ensure that you’ve got everything you need to succeed in your new role.Interview ProcessWe’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.AccommodationIf 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.Federal law prohibits job discrimination based on race, color, sex, sexual orientation, gender identity, national origin, religion, age, equal pay, disability and genetic information.