Supervisor II, Payment Operations – Wire Operations

Supervisor II, Payments & Deposit Operations

The Supervisor II, Payments & Deposit Operations provides day-to-day team leadership, coaching and work direction to ensure effective and efficient operations, delivery of services/solutions in accordance with established service levels, quality standards, compliance, and regulatory guidelines.

Schedule: M-F; 9 am - 6 pm

Must live a commutable distance from Mt Laurel, NJ; Greenville, SC; or Jacksonville, FL.

Depth & Scope:

• Provides people management leadership by recruiting top talent, setting goals, developing colleagues, managing employee performance and compensation decisions, promoting teamwork and handling any/all disciplinary actions, as required
• Oversees complex or diverse operations or functional area - impacts a significant part of the organization and entails leading teams in completing multiple step transactions/processes/activities that may involve numerous systems and/or jurisdictions, and range in complexity from medium to high
• Requires strong process management knowledge and understanding of the business unit and operational functions for the business area supported
• Plans, organizes and coordinates the activities for own area and resolves operational issues and work focus time horizon is generally medium term
• Leads a team focused on diverse, large-scale and/or complex processes/activities
• Decision making authority and ambiguity and nature of issues managed are generally more complex, risk oriented, time sensitive and/or impacts a significant part of the organization
• Effectively handles critical and/or high-risk issues, determining the most appropriate course of action for resolution

Education & Experience:

• High School diploma; Undergraduate degree preferred
• 5+ years experience
• Wire transfer background experience preferred
• Banking experience preferred
• Strong people management experience preferred

Customer Accountabilities:

• Leads a team to achieve business/operational objectives, maintains effective day-to-day operations and delivers quality service and business lifecycle processing consistent with objectives
• Monitors service delivery against standards and implements actions to ensure service deliverables are achieved consistently
• Represents the team as the first point of escalation for customers/business partners/external partners
• Applies knowledge of systems, processes and regulations in resolving escalated customer issues and ensures communication with key stakeholders
• Identifies and guides remediation of reportable incidents/issues based on strong understanding of risk management framework of the Bank
• Actively engages internal partners to develop and maintain working relationships, builds understanding of client needs and delivers optimal customer service and solutions
• Identifies continuous improvement opportunities to strengthen client service
• Ensures all required processing/activities are complete and accurate to meet objectives for own area
• Coaches team to ensure operations issues are handled appropriately and participates in the negotiation and resolution (including escalation) of significant internal and/or external partner issues

Shareholder Accountabilities:

• Supervises day-to-day operations/activities, balances workloads, ensures compliance to internal/external requirements and the achievement of service level standards and productivity targets
• May lead an operational production support group and provide management with analysis of key process drivers, production gaps, root cause analysis and performance/production issues where applicable
• Protects the interests of the organization; identifies and manages risks, resolves escalated matters and refers complex and/or non-standard, high-risk transactions/activities as needed
• Ensures adherence to compliance operating standards, processes, and controls; performs quality checks and validation of team members' work
• Continuously reviews and/or updates processes/procedures ensuring all functions and systems are well documented and in compliance with applicable internal and external requirements; recommends, implements and monitors the achievement of process enhancements
• Applies knowledge of systems, products/services, practices and procedures and external requirements/trends in achieving efficiency and productivity objectives for the group; assesses performance based on team and function analytics
• Follows and ensures employees are knowledgeable of and comply with Bank and industry codes of conduct
• Ensures that employees are aware of the impact of their work on the activities of others outside of their function/unit
• Analyzes service delivery issues, conducts internal/external research projects and/or contributes to audit reviews; runs testing and generates reports to identify potential solutions within TD's risk appetite that enhance the customer experience and support business objectives
• Adheres to enterprise frameworks and methodologies that relate to operations activities for own area
• Participates in developing change plans and contributing to change management projects or programs that impact the business, functions or processes, acts as a key change agent for a defined area
• Participates in and/or leads community initiatives and promotes commitment to shared Enterprise values and commitments

Employee/Team Accountabilities:

• Cultivates and models the Colleague Promise to support colleague growth, and a culture of care; makes an impact at work and in our communities by leading with authenticity and supporting well-being to represent TD's brand
• Connects the alignment of colleague's contributions with the TD Shared Commitments
• Supports an engaged and diverse team where every colleague and customer are valued, respected, and listened to; committed to a common goal and collaborate to move with speed and get things done
• Demonstrates inclusive leadership by taking meaningful action with intention to support colleagues and customers across all dimensions of diversity, including those from underrepresented communities, being actively anti-racist, attracting and retaining diverse slate of candidates, nurturing mutual respect, inclusivity of thought and collaboration to drive successful results
• Participates in identifying talent in the recruitment and selection process for all hires to ensure a highly diverse, qualified workforce to achieve business objectives
• Supports colleague growth by encouraging colleague development to achieve career and business objectives, delivering timely motivating appreciation and recognition to all colleagues
• Supports a continuous learning culture by proactively seeking, listening to and actioning feedback from peers and from colleague listening opportunities to continuously improve the colleague experience and grow your personal leadership
• Shares knowledge, information, skills, and subject matter expertise among the team; ensures timely communication of issues, and encourages collaboration with other functions and teams
• Supports team through change and promotes an environment where teams feel psychologically safe to challenge current practices by modeling resiliency and flexibility, providing guidance and support on changing priorities and empowering colleagues to drive innovation
• Leads a high-performance culture by setting team targets and objectives, providing on-going feedback/coaching and conducting Quarterly Check-Ins for all colleagues to drive accountability and business results
• Manages employees in compliance with all human resources policies, procedures and guidelines of conduct

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