Sr. Business Management Analyst (US)
Full Job Description
401569BR
Business Analysis / Reporting
Lewiston, ME
March 2, 2023
Company Overview
About TD Bank, America’s Most Convenient Bank® TD Bank, America’s Most Convenient Bank, is one of the 10 largest banks in the U.S., providing over 9.8 million customers with a full range of retail, small business and commercial banking products and services at more than 1,100 convenient locations throughout the Northeast, Mid-Atlantic, Metro D.C., the Carolinas and Florida. In addition, TD Auto Finance, a division of TD Bank, N.A., offers vehicle financing and dealer commercial services. TD Bank and its subsidiaries also offer customized private banking and wealth management services through TD Wealth®. TD Bank is headquartered in Cherry Hill, N.J. To learn more, visit www.td.com/us. Find TD Bank on Facebook at www.facebook.com/TDBank and on Twitter at www.twitter.com/TDBank_US and www.twitter.com/TDNews_US.
TD Bank, America’s Most Convenient Bank, is a member of TD Bank Group and a subsidiary of The Toronto-Dominion Bank of Toronto, Canada, a top 10 financial services company in North America. The Toronto-Dominion Bank trades on the New York and Toronto stock exchanges under the ticker symbol “TD”. To learn more, visit www.td.com.
We offer a competitive salary and benefit program, including: comprehensive, affordable health care through medical, dental, and vision coverage; financial security with life and disability insurance; opportunities to save using health savings and flexible spending accounts; retirement benefits to help prepare for the future; paid time off and work/life benefits to maintain a good balance.
Department Overview
The Consumer Bank Business Management and Governance’s Complaint Oversight program is dedicated to monitoring all channel customer complaints for opportunities to improve customer experiences, streamline processes, and maintain our regulatory and compliance commitments for the US Consumer Bank.
Complaint analysis is completed to identify themes and/or anomalies, of which business and control partners are informed to weigh in with their expertise, apply learnings, remediate as necessary and monitor to confirm products and services are delivered as intended.
The Senior Business Management Analyst provides specialized business management guidance and support for a functional area and implement policies/processes and/or initiatives to meet business management, strategy and governance objectives. May provide complex reporting, analysis, and assessments at the functional or enterprise level.
About This Role
We are looking for someone who is well-versed at providing specialized business management guidance, support, reporting and analytics, but also motivated to help implement policies, processes and initiatives that meet TD’s overarching business management, strategy and governance objectives.
Here are the essential job functions of this position:
Develop and support the Complaint Oversight program with analytics and reporting.
Identify issues and opportunities, understand trends, and provide specialized business management advice to senior management and respective teams while raising industry, external and internal, enterprise and business awareness.
Build and maintain strong partnerships with stakeholders across Consumer Product, Retail, Chairman’s Service Center, and Advanced Data & Analytics Team.
Define data requirements and analysis approach to determine customer complaint root cause.
Monitor complaint metrics across Consumer Bank lines of business to ensure business/compliance processes are followed.
Identify variances and contribute to the analysis, due diligence and implementation of initiatives and/or business operations within defined area of responsibility.
Create and deliver presentations and communications geared to executive management or broader audience, w/ strong ability to story tell.
Flexibility as we continue to build and adapt the program.
Provide subject matter expertise and help identify, design, test solutions and support implementation activities.
Adhere to internal policies / procedures and applicable regulatory guidelines, contribute to the review of internal processes and activities and assist in identifying potential opportunities to improve operational efficiencies.
Support development and/or/ implementation of standards, policies, procedures, and solutions that mitigate risk and maximize availability of service, efficiency and effectiveness.
Requirements
Experienced professional who works independently as subject matter expert and may coach and educate others
Focuses on short to medium-term (weekly-monthly), non-routine specialized/ complex issues and/or escalated matters
Independently performs tasks from end to end
What can you bring to TD? Share your credentials, but your relevant experience and knowledge can be just as likely to get our attention. Here are the minimum requirements for this position:
Undergraduate Degree or Technical Certificate.
5-7 years relevant experience.
Ability to work independently as the senior analyst and subject matter expert, with strength in coaching and educating others effectively.
Confidence and ability to work independently on projects end-to-end, primarily those with medium-term issues (monthly to quarterly).
Must be eligible for employment under regulatory standards applicable to the position.
Qualifications:
Strong experience with Tableau
Proficient in PowerPoint
MS Access
MS Excel
Capable of building decks from raw data
Inclusiveness
Qualifications
Undergraduate degree
5+ years relevant experience
Hours
40
Inclusiveness
At TD, we are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of our customers and communities in which we live in and serve, and creating an environment where every employee has the opportunity to reach their potential.
If you are a candidate with a disability and need an accommodation to complete the application process, email the TD Bank US Workplace Accommodations Program at USWAPTDO@td.com . Include your full name, best way to reach you, and the accommodation needed to assist you with the application process.
EOE/Minorities/Females/Veterans/Individuals with Disabilities/Sexual Orientation/Gender Identity.