TD

Business Process Manager I – Collections, Recovery Documentation & Quality Support

TD

full-time

Posted on:

Location Type: Hybrid

Location: Jacksonville • Arizona • Florida • United States

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Salary

💰 $72,280 - $108,160 per year

About the role

  • Responsible for communication and procedure content and review for all of US Customer Assistance (Collections & Recovery)
  • Actively involved in reviewing work instructions, letters that are used, and communications
  • Drive results in quality and timeliness of annual review of all documents including what goes out to Customers
  • Create efficiency gains and validate accuracy in all areas
  • Provides people management leadership by hiring the best talent, setting goals, developing staff, managing employee performance and compensation decisions
  • Promotes teamwork and handles any/all disciplinary actions, as required
  • Leads a team of professionals and may be accountable for leading projects within a business area
  • Ensures communication, implementation and/or training plans that are identified and detailed in order to implement projects and/or business initiatives
  • Responsible for 25 processes of medium complexity
  • Understands and contributes to the achievement of business strategy, goals and objectives
  • Identifies and recommends process improvements and/or automation opportunities to enhance productivity and operational efficiency of the business
  • Gathers, prioritizes and explains user requirements to support project activities, process improvements, systems development, etc.
  • Serves as a consultant, providing advice, business expertise, and recommendations on business and/or operational processes
  • Prioritizes and manages his/her own workload, and possibly the workload of others, in order to deliver quality results and meets pre-determined timelines
  • Represents the business and provides coordination within the business, with external service providers and other areas within the bank, on high risk/impact, major projects, and/or operational processes
  • Uses project management software / tools and applicable templates to prepare documentation, track, monitor and report information, and maintain database(s) as applicable
  • Ensures accuracy in preparing and promptly completing all required supporting documentation for assigned projects/tasks (i.e., reports, change requests, presentations, invoices, correspondence/communications, tables, charts, files, etc.)
  • Identifies, takes ownership and/or assists with resolution of issues as they arise, or escalation of issues as appropriate
  • Participates as a member of the team in executing assigned deliverables within specified parameters
  • Keeps business leaders and other team members informed and up-to-date about the status/progress of projects, and all relevant or useful information related to day-to-day activities
  • Supports the project team and the business by continuously developing knowledge in own area

Requirements

  • Bachelor's degree
  • 5+ years bank operations experience
  • Strong PC skills including but not limited to Microsoft Suite software
  • Aptitude and training in Lean, Six Sigma and AOM with goal of getting some level of certification and expertise
  • Expert level requiring advanced business knowledge
  • Ability to consult on the largest and most complex projects
  • Skilled in research, analysis, problem solving, metrics and reporting
  • Ability to identify process gaps and weaknesses
  • Strong interpersonal and influence skills to enable change without direct control
  • Ability to prepare and present findings and recommendations in a methodical manner
  • Skilled in time management and driving tasks to completion
  • Strong verbal and written communication skills
  • Demonstrated leadership skills
Benefits
  • Health insurance
  • 401(k) matching
  • Paid time off (including Vacation PTO, Flex PTO, and Holiday PTO)
  • Banking benefits and discounts
  • Professional development opportunities
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
bank operationsLeanSix SigmaAOMresearchanalysisproblem solvingmetricsreportingprocess improvement
Soft Skills
interpersonal skillsinfluence skillstime managementleadership skillscommunication skillsconsultingteamworkgoal settingperformance managementworkload management
Certifications
Lean certificationSix Sigma certificationAOM certification