Head of Process Excellence (US)

Work Location:

Mount Laurel, New Jersey, United States of America

Hours:

40

Pay Details:

$200,000 - $280,000 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:

Financial Crimes & Fraud Mgmt

Job Description:

The Head of Process Excellence is a senior executive responsible for defining, leading, and scaling a bank-wide process improvement and customer transformation agenda. This role will architect the methodologies, tools, and operating model that enhance efficiency, strengthen risk management, improve the customer journey and unlock enterprise-level productivity—leveraging advanced automation, AI-enabled solutions, and industry-leading process-design practices.

This role will partner closely with Fraud, KYC, Insider Threat and Investigations, Technology, Data, and Risk executives to build a culture of operational excellence. The role will drive the strategic business strategy roadmap and execution of process engineering, emerging technology adoption, and continuous improvement across high-risk, high-velocity environments.

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
• Sets the enterprise vision for process engineering, automation, and operational excellence; develops the multi-year roadmap aligned to business strategy, regulatory expectations, and efficiency commitments
• Establishes operating model that scales best-in-class process methodologies (Lean, Six Sigma, BPM, workflow design, AI-enabled decisioning) across the organization
• Leads transformation of end-to-end processes across Fraud Operations, KYC/CDD, Insider Threat, Investigations, Fraud Claims, Billing Disputes, and related Financial Crimes functions
• Re-designs workflows to improve quality, throughput, cycle time, customer impact, and control strength
• Builds and maintains enterprise standards for process mapping, process health monitoring, and performance measurement frameworks
• Develops and executes the automation agenda (RPA, workflow orchestration, business rules, machine learning, GenAI-powered productivity tools)
• Drives responsible AI adoption in operational processes, including alert triage, decision automation, investigation support, and workflow optimization
• Partners with Technology, Data, and Model Risk to ensure scalable, secure, compliant deployment of automation and AI solutions
• Applies deep domain expertise across Fraud, KYC/CDD, and Insider Threat to identify opportunities to modernize control processes, reduce risk exposure, and lower unit cost
• Establishes metrics, KRIs/KPIs, and governance to ensure process integrity and regulatory compliance
• Builds customer complaints and analytics process to drive capability and operational improvements
• Champions a culture of continuous improvement across the organization
• Designs and delivers enterprise training programs on process excellence and automation
• Builds a high-performing team of process engineers, automation specialists, and operational-excellence leaders

Education & Experience:

• 10+ years of progressive leadership in process engineering, operational excellence, or transformation roles (preferably within Financial Services)
• Deep experience in Fraud Operations, KYC/CDD, Insider Threat/Investigations, AML/BSA or other Financial Crimes domains
• Demonstrated success leading end-to-end process redesign across complex, highly regulated environments
• Strong expertise in automation technologies (RPA, workflow engines, decisioning platforms) and AI-enabled productivity
• Proven ability to build and lead large transformation programs with measurable cost, productivity, and risk-reduction outcomes
• Exceptional influencing skills with senior executives, regulators, technology leaders, and cross-functional partners

Preferred:

• Lean Six