Team Mgr II Fraud Operations (US)

Work Location:

United States of America

Hours:

40

Pay Details:

$58,760 - $88,400 USD

TD 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:

Financial Crimes & Fraud Mgmt

Job Description:

As a People Manager, the Team Manager II, Fraud Operations provides day-to-day team leadership 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.

Remote

Schedule: Monday-Friday 8:30a-5:30p , with rotating Saturdays every 2+ months (if there is overtime).

Within the Debit Claims team, the manager will oversee fraud agents who handle the recovery side of incoming debit card claims, attempting to recover funds from the merchant, for the Customer. The agents review the submitted merchant documents and compare to the claim, any customer attached documentation, any transactional information within systems, and VISA's rules and regulations. There are no inbound calls. Outbound will need to be made on occasion, for additional research on claim. The manager will also be responsible for monitoring agents including productivity and quality as well as coaching, career development, and monthly scorecards.

Candidate should be within a commutable distance of Greenville SC to attend any in-person meetings.

Depth & Scope:

• Provides people management leadership by hiring the best talent, setting goals, developing staff, managing employee performance and compensation decisions, promoting teamwork and handling any/all disciplinary actions, as required
• Leads a team and oversees the complex or diverse operations or functional area - impacts a significant part of the organization and entails leading teams in completing multiple step transactions/processes
• Requires strong process management knowledge and understanding of the business and operational function areas supported
• Manages team requiring workforce to decision on acceptable level of risk- Moderate to High risk potential (loss/reputational) for functional area
• Plans, organizes and coordinates the activities for own area and resolves operational issues and work focus time horizon is generally medium term
• 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 required; Undergraduate degree preferred
• 4+ years relevant experience
• Proficient knowledge of business operations standards, procedures, laws, rules and regulations
• Knowledge of current and emerging trends
• Skill in mentoring, coaching and performance management
• Skill in using analytical software tools, data analysis methods and reporting techniques
• Skill in using computer applications including MS Office
• Skill in mentoring, coaching and performance management
• Ability to communicate effectively in both oral and written form
• Ability to work collaboratively and build relationships
• Ability to work successfully as a member of a team and independently
• Ability to exercise sound judgment in making decisions
• Ability to analyze, research,  organize and prioritize work while meeting multiple deadlines
• Ability to process and handle confidential information with discretion

Customer Accountabilities:

• Leads a team to achieve business/operational objectives, maintains effective day-to-day operations and delivers quality service and transaction processing consistent with business objectives
• Monitors service delivery against standards, implements action to ensure se