Merchant Solutions Operations Manager

Work Location:

Mount Laurel, New Jersey, United States of America

Hours:

40

Pay Details:

$110,760 - $177,880 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.

Line of Business:

Business Management, Strategy & Support

Job Description:

The Senior Manager, Business Management oversees and leads a large and/or highly complex, and diverse business management function for an area of significant risk, complexity or scope usually involving medium to long term planning, ensuring an integrated approach with other business management areas, broader organization, and enterprise as appropriate.
Merchant Services Operations Manager leads a large and/or highly complex, and diverse business management function.  The Operations Manager is a strategic partner to leadership team on the management of the portfolio and financials, with deep industry, external / internal, enterprise knowledge, identifying operational efficiencies and opportunities with other business management / enterprise areas.  
In particular, the Merchant Service Operations Manager manages a team of Retention Specialists, and Merchant Relationship Managers to deliver on the overall Operations team's goals.
Serves as a subject matter expert/ mentor for supervisors or lead analysts within the team.  Is responsible for the day to operations across three distinct areas:
•    Retention & Onboarding Support
•    Relationship Management

The Operations Manager is responsible for:
Setting goals and ensuring that various areas manage toward overall Company objectives
Working with partners including vendors to ensure that the Company and business area's objectives are met
Serving as a resource to team members
Establishing goals and objectives for team members
Participating personally in developing and retaining business relationships and complex accounts
Coordinates Customer retention efforts
Department Overview
Treasury and Trade Products & Services offers a full spectrum of payment processing, information reporting, risk management and short-term investment solutions.  Within the organization, Merchant Services is focused on delivering payment acceptance and payment processing services to a wide variety of clients, ranging from Small Business to mid-sized and large commercial clients.  This team is responsible for ensuring that delivering a value proposition that meets its target client's needs while ensuring that the customer experience is aligned with the TD brand.

The Operations team within Merchant Services comprises three distinct areas and the scope of these areas are:

Retention & Onboarding Support
Handling rate reviews including working with the Pricing and Revenue Management team to review and respond to client requests
Handling and documenting complaints/escalations
Working with the team leadership to understand and address account attrition

Relationship Management
Relationship Managers manage large value clients and are responsible for their portfolio's retention, equipment upgrades, evaluating clients' additional product and additional locational needs, invoicing, etc. 

In-depth understanding of functional areas under their purview i.e., Customer Service and Operations and White Glove Customer Service.  
Experience in an Operational capacity in Payments Processing is highly desirable.
Demonstrated ability to analyze business situations and effectively collaborate on overall corporate direction
Refined vendor engagement and negotiation skills
Strategic planning and process management experience
Demonstrated leadership experience, with strong financial management background
Excellent written and verbal communication skills, including public speaking ability and positive public speaking presence
 

Depth & Scope:

• Oversees and leads a large and/or highly complex, and diverse business management function for an area of significant risk, complexity or scope
• Strategic partner to leadership team on the management of the portfolio and financials, with deep industry, external / internal, enterprise knowle