Quality Assurance Mgr - Servicing at TD Canada Trust

Mount Laurel, New Jersey, United States -

Full Time

Start Date

Immediate

Expiry Date

27 Mar, 26

Salary

136240.0

Posted On

27 Dec, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Quality Assurance, Leadership, Conflict Resolution, Customer Service, Detail Oriented, Organizational Skills, Multi-tasking, Computer Skills, Written Communication, Verbal Communication, Presentation Skills, Coaching, Mentoring, Training, Trend Analysis, Performance Management

Industry

Banking

Description

Work Location: Mount Laurel, New Jersey, United States of America Hours: 40 Pay Details: $91,000 - $136,240 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: Governance & Control Job Description: The Quality Assurance Manager – Servicing assists with the development and implementation of an operational quality monitoring plan for Home Equity Servicing activities to comply with TD Bank Credit Policy, procedures, investor and regulatory requirements. The Quality Assurance Manager - Servicing manages, develops, coaches and motivates a team of Quality Assurance Analysts to ensure overall service and/or department quality standards are met. Depth & Scope: Ensures day-to-day quality assurance of department and/or Employees Manages, develops, coaches and motivates employees to achieve quality assurance goals Monitors assigned team activities to ensure service and/or productivity standards are met Ensures compliance to policies and procedures Ensures performance and strategic plans are executed properly Enforces adherence to budget Acts as a backup to Sr. QA Manager as needed Provide sleadership and direction to enhance and improve processes and practices within the department Leads and applies the performance management process, supporting employees in their personal and performance development Maintains strong relationships with partners and peers by sharing best practices, knowledge and leveraging experience Ensures ongoing training and development of staff and assist with training and development efforts Provides mentoring and coaching to assigned Employees Participates in the selection, placement and training of new team members Enhances reward and recognition programs Participates in meetings and coaching sessions Works with other department leaders to perform trend analysis, information gathering, performance feedback and other related activities Experience: Bachelors degree or progressive work experience in addition to experience below 5-7 years related experience required Proven Customer service orientation Strong leadership and conflict resolution skills Proven to be detail oriented with strong organizational and multi-tasking skills Advanced computer skills Excellent written and verbal communication with strong presentation/facilitation skills Proven ability to perform in a fast paced environment Preferred Qualifications: testing experience residential loan servicing experience strong procedure adherence experience Customer Accountabilities: Understands and supports the Banks Customer Service Strategy Considers the impact of advice and decisions on the well-being of the Bank, as well as its customers, its employees and stakeholders Provides the highest level of Customer service when dealing with internal partners, vendors or our Customers - WOW at every opportunity Leads, coaches and models quality service delivery at every interaction Supports the ongoing improvement of the partner/Customer experience Employee/Team Accountabilities: Sets appropriate context for the business unit/function to enable optimal performance and alignment to strategy Supports the creation of goals and objectives for the business unit/function as well as communicate those goals and objectives to the team Builds capability support / executes plans to acquire, develop and retain the diverse teams with the skills and experience necessary to realize on current and future business strategies Role model behaviors consistent with TD's leadership profile, customer and employee experience agendas and risk and control culture Creates an extraordinary place to work advance and sustain a unique, inclusive culture that reflects TDs diversity agenda, and creates an extraordinary employee experience Lead's, coaches and develops a highly effective team by ensuring on-going training and performance and development management Physical Requirements: Never: 0%; Occasional: 1-33%; Frequent: 34-66%; Continuous: 67-100% Domestic Travel – Occasional International Travel – Never Performing sedentary work – Continuous Performing multiple tasks – Continuous Operating standard office equipment - Continuous Responding quickly to sounds – Occasional Sitting – Continuous Standing – Occasional Walking – Occasional Moving safely in confined spaces – Occasional Lifting/Carrying (under 25 lbs.) – Occasional Lifting/Carrying (over 25 lbs.) – Never Squatting – Occasional Bending – Occasional Kneeling – Never Crawling – Never Climbing – Never Reaching overhead – Never Reaching forward – Occasional Pushing – Never Pulling – Never Twisting – Never Concentrating for long periods of time – Continuous Applying common sense to deal with problems involving standardized situations – Continuous Reading, writing and comprehending instructions – Continuous Adding, subtracting, multiplying and dividing – Continuous The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required. The listed or specified responsibilities & duties are considered essential functions for ADA purposes. 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. Our Total Rewards Package Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical and mental well-being goals. Total Rewards at TD includes base salary and variable compensation/incentive awards (e.g., eligibility for cash and/or equity incentive awards, generally through participation in an incentive plan) and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off (including Vacation PTO, Flex PTO, and Holiday PTO), banking benefits and discounts, career development, and reward and recognition. Learn more Additional Information: We’re delighted that you’re considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we’re committed to providing the support our colleagues need to thrive both at work and at home. Colleague Development If you’re interested in a specific career path or are looking to build certain skills, we want to help you succeed. You’ll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities. Whether you have a passion for helping customers and want to expand your experience, or you want to coach and inspire your colleagues, there are many different career paths within our organization at TD – and we’re committed to helping you identify opportunities that support your goals. Training & Onboarding We will provide training and onboarding sessions to ensure that you’ve got everything you need to succeed in your new role. Interview Process We’ll reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call. Accommodation TD Bank is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or any other characteristic protected under applicable federal, state, or local law. If you are an applicant with a disability and need accommodations to complete the application process, please email 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 applicant process. US Labor & Employment Posters | California Privacy | Accessibility | FAQ Our Values At TD we’re guided by our purpose to enrich the lives of our customers, communities and colleagues, and share a set of values that shape our culture and guide our behavior. In exchange for how our colleagues show up to help TD succeed, we are committed to delivering a colleague experience grounded in Impact, Growth and a Culture of Care. No matter where you work across TD, we empower you to make an impact at work and in your community, explore and grow your career and be part of our caring and inclusive culture. Our Commitment to Diversity, Equity, and Inclusion At TD, we’re committed to fostering an environment where all colleagues are encouraged to bring their authentic selves to work, experience equitable opportunities, and feel respected and supported. We’re dedicated to building an inclusive workforce that reflects the diversity of the customers and the communities in which we live and serve. Helping to Make an Impact in Communities – TD Ready Commitment TD has a long-standing commitment to help drive progress towards a more inclusive and sustainable future. That’s why we launched the TD Ready Commitment in 2018, now a multi-year North American initiative. Under the TD Ready Commitment, we are targeting a total of C$1 billion by 2030 in community giving across four key, interconnected drivers of change: Financial Security, Vibrant Planet, Connected Communities, and Better Health. It’s our goal to help support change, nurture progress, and contribute to making the world a better, more inclusive place for our customers, colleagues, and communities. Learn more: Canada | US | Europe & Asia Pacific

Responsibilities

The Quality Assurance Manager – Servicing develops and implements an operational quality monitoring plan for Home Equity Servicing activities. They manage and motivate a team of Quality Assurance Analysts to ensure compliance with quality standards and policies.