Senior Business Program Lead - Residential Lending Customer Experience

Senior Business Program Lead

Work Location: Mount Laurel, New Jersey, United States of America Hours: 40 Pay Details: $115,440 - $173,160 USD 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

The Senior Business Program Lead role leads and acts as business program owner and foremost subject matter expert in the development and implementation of enterprise programs, including design, development, deployment, monitoring, reporting, and resolution for a specialized functional area.

Department Overview

Residential Lending's Strategy & Support team is responsible for oversight, strategy and establishment of actions to achieve an end-to-end customer experience aligned to the Legendary Service promise of TD. This will include, but not be limited to, hands on management of VOC focused initiatives, and creation of a WOW experience model at time of loan closings.

Depth & Scope

Recognized as top level expert within the company and requires significant in-depth and/or breadth of expertise in a complex field and knowledge of broader related areas. Senior specialist providing advisory services to executives, business segment leaders and governs the requirements for own work. Integrates knowledge of the enterprise function's or business segment's overarching strategy in leading program design, policy formulation or operating standards within one or more areas of expertise. Anticipates emerging business trends and regulatory/risk issues as a basis for recommending large-scale product, technical, functional or operations improvements. Serves as a source of expert advice to senior management in field of specialty; may lead team(s) of related specialists/experts. Advises on execution strategy and leads the development and deployment of functional programs or initiatives within their own field or across multiple specialties. Solves unique and ambiguous problems with broad impact; typically oversees standards, controls and operating methods that have significant financial and operational impact within the context of their own field. Requires innovative thinking to develop new solutions. Impacts the technical or functional direction and resource allocation of part of an enterprise function or business segment. Works within general policies and industry guidelines. Engages stakeholders to take action; serves as a source of expert advice, influences change; frames information in a broader organizational context. Provides leadership guidance, makes recommendations and collaborates with business to ensure solutions meet the business needs on a complex project or program. Identifies and leads problem resolution for project/program complex requirements related issues at all levels.

Education & Experience

Undergraduate degree and/or 10+ years relevant experience Strong organizational skills, with the ability to work in a fast paced environment and manage multiple deadlines and priorities Highly developed critical thinking, analytical, and problem solving skills Excellent communication skills (both written and verbal) Self-motivated team player with high energy and ability to work independently

Preferred Qualifications

Experience providing monthly oversight of Voice-of-the -Customer metrics while driving root cause analysis of gaps Experience developing action plans to drive improvements Experience driving customer impacting initiatives utilizing analytics to ID gaps. Residential Lending/Mortgage experience Project Management and Change Management execution experience

Customer Accountabilities

Leads and supports strategic initiatives spanning growth and operational excellence by directly scoping, initiating and planning key business programs Manages program development across all domains defining success criteria, with explicit consideration to business process & organizational change impacts Ensures alignment of required stakeholders to business decisions Champions the program across the organization in partnership with the sponsor and team Delivers data-driven insights to support actionable program direction, corporate prioritization, and communications Establishes program governance structures in line with TD's governance control objectives Supports change management activities, guiding training and communications in alignment with Business strategy Develops the plan for the program's operational success, including integrating program outcomes into business as usual (BAU) As the business owner, partners with the delivery teams on key execution decisions and on aligning technology and business objectives into a shared delivery vision Ensures effective quality assurance and the overall integrity of the program - focusing inwardly on the internal consistency of the program, and outwardly on its coherence with infrastructure planning, interfaces with other programs and corporate standards managing the program's budget

Shareholder Accountabilities

Adheres to enterprise frameworks or methodologies that relate to activities for our business area Ensures respective programs/policies/practices are well managed, meets business needs, complies with internal and external requirements, and aligns with business priorities Consistently exercises discretion in managing correspondence, information and all matters of confidentiality; escalates issues where appropriate Ensures business operations are in compliance with applicable internal and external requirements ( e.g. financial controls, segregation of duties, transaction approvals and physical control of assets) Participates in cross-functional/enterprise/initiatives as a subject matter expert helping to identify risk/provide guidance for complex situations Conducts internal and external research projects; supports the development delivery of presentations/communications to management or broader audience Monitors service, productivity and assesses efficiency levels within own function and implements continuous process/performance improvements where opportunities exists Leads/facilitates and/or implements actions/remediation plans to address performance/ risk/governance issues Actively manages relationships within and across various business lines, corporate and/or control functions and ensures alignment with enterprise and/or regulatory requirements Keeps abreast of emerging issues, trends, and evolving regulatory requirements and assesses potential impacts Maintains a culture of risk management and control, supported by effective processes in alignment with risk appetite

Employee/Team Accountabilities

Participates fully as a member of the team, supports a positive work environment that promotes service to the business, quality, innovation and teamwork and ensures timely communication of issues/points of interest Provides thought leadership and/or industry knowledge for own area of expertise in own area and participates in knowledge transfer within the team and business unit Keeps current on emerging trends/developments and grows knowledge of the business, related tools and techniques Participates in personal performance management and development activities, including cross training within own team Keeps others informed and up-to-date about the status/progress of projects and/or all relevant or useful information related to day-to-day activities Contributes to team development of skills and capabilities through mentorship of others, by sharing knowledge and experiences and leveraging best practices Leads, motivates and develops relationships with internal and external business partners/stakeholders to develop productive working relationships. Contributes to a fair, positive and equitable environment that supports a diverse workforce 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

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 strive to make every interaction, product, and experience remarkably human and refreshingly simple for 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 foster deeper relationships, ensure disciplined execution, and build a simpler, faster banking experience. TD is deeply committed to being a leader in client experience, that is why we believe that all colleagues, no matter where they work, are client facing. Together, we are reimagining what banking can be for our clients, colleagues and communities.

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