JOB DESCRIPTION:

The 3PCRM (Third-Party Customer Relationship Management) Specialist plays a vital role in overseeing and optimizing the relationship between the organization and its third-party partners. This individual will be responsible for managing issue resolution processes, ensuring compliance with 3PCRM protocols, and driving the effectiveness of program management initiatives related to third-party risk and performance.

QUALIFICATIONS

• Good to have Experience in 3PCRM, issue management operations, or third-party program management in a complex, regulated environment.
• Strong understanding of Cyber Security Controls, compliance requirements, and industry standards
• Proven ability to manage multiple issues simultaneously with excellent organizational and problem-solving skills.
• Exceptional communication and stakeholder management abilities, with experience influencing cross-functional teams.
• Analytical mindset with proficiency in data analysis, reporting, and the use of risk management technology platforms.
• Demonstrated integrity, adaptability, and a continuous improvement approach to program and process management.

PREFERRED SKILLS

• Familiarity with third-party management systems and tools(Nice to Have)
• Experience in regulated industries such as finance, healthcare, or technology.
• Proficiency in process mapping and workflow automation.
• Ability to navigate complex organizational structures and drive consensus.

WHO WE ARE:

TD is one of the world’s leading global financial institutions and is the fifth largest bank in North America by branches/stores. Every day, we deliver legendary customer experiences to over 27 million households and businesses in Canada, the United States and around the world. More than 95,000 TD colleagues bring their skills, talent, and creativity to the Bank, those we serve, and the economies we support. We are guided by our vision to Be the Better Bank and our purpose to enrich the lives of our customers, communities and colleagues.
TD is deeply committed to being a leader in customer experience, that is why we believe that all colleagues, no matter where they work, are customer facing. As we build our business and deliver on our strategy, we are innovating to enhance the customer experience and build capabilities to shape the future of banking. Whether you’ve got years of banking experience or are just starting your career in financial services, we can help you realize your potential. Through regular leadership and development conversations to mentorship and training programs, we’re here to support you towards your goals. As an organization, we keep growing – and so will you.

• Oversee and manage daily issue management operations relevant to third-party partners, ensuring timely identification, escalation, and resolution of problems impacting business continuity and compliance.
• Own and continuously improve the 3PCRM process framework, including documentation, workflow optimization, and stakeholder alignment.
• Develop and execute 3PCRM program management strategies that drive accountability, transparency, and risk mitigation across the third-party lifecycle.
• Monitor key risk indicators and metrics related to third-party engagements; analyze trends, provide actionable insights, and recommend corrective actions as needed.
• Collaborate with internal and external stakeholders—including Legal, Compliance, Procurement, and business units—to ensure alignment of third-party policies and procedures.
• Coordinate and facilitate regular status meetings, reviews, and reporting of 3PCRM program and issue management performance to senior leadership.
• Support audits, risk assessments, and regulatory compliance efforts related to third-party management.
• Maintain comprehensive records of issue management activities, risk assessments, and remediation efforts.
• Champion best practices in third-party relationship management, driving continuous improvement and innovation in all 3PCRM processes.
• Challenge Vendor Managers and Control Analysts on the quality and adequacy of evidence provided, ensuring that risk reduction controls are robust, effective, and appropriately justified.
• Review and dispute risk reduction controls, verifying that presented measures achieve the intended level of risk mitigation and compliance with organizational standards.