Senior Business Program Lead- Residential Lending Customer Experience

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.

Line of Business:

Sales & Customer Distribution Support

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 & or