Manager of Fraud Operations

Job Description

The Manager of Fraud Operations plays a critical role in leading a team of specialized Fraud professionals in performing complex work and providing guidance, leadership, coaching, and development to ensure operational results and project initiative objectives are achieved.

Key Responsibilities

• Provides people management leadership by hiring the best talent, setting goals, developing staff, managing employee performance and compensation decisions, promoting teamwork, and handling any disciplinary actions as required.
• Oversees a large team or multiple small teams completing processes, transactions, and activities characterized by single to multiple step transactions, limited systems, and jurisdictions, higher volumes, and/or medium to high complexity.
• Advanced knowledge of the business and operational functions supported.
• Requires advanced process management knowledge and expert knowledge of the risk profile for team processes supported, strong knowledge in identifying, tracking, and resolving gaps.
• Work focus time horizon is generally medium term with moderate focus on strategic planning.
• Oversees management of team requiring workforce to decision on acceptable level of risk-Low to Moderate risk potential (loss/reputational) for functional area.
• Acts as a team escalation contact for issues raised from other internal groups, partners, and/or customers.
• Involves regular contact with cross-functional teams across TD or external contacts or customers.

Requirements

• High School diploma required; Undergraduate degree preferred.
• 5+ years relevant experience.
• 3+ years people management experience.
• Proficient knowledge of the business goals/objectives being supported and the full suite of policies, programs, processes, and systems.
• Knowledge of current and emerging trends.
• Ability to contribute to strategic direction of the function and provide advice to senior leadership.
• Ability to establish goals and objectives that support the strategic plan.
• Knowledge of risk management environment, standards, and regulations.
• Ability to implement and evaluate program/project activities to ensure completion.
• Skilled in using software tools, methods, and techniques.
• Skilled in preparing and managing budgets and resource allocation.
• Skilled in mentoring, coaching, and performance management.
• Ability to exercise sound judgment in making decisions.
• Ability to communicate effectively in both oral and written form.
• Ability to work collaboratively and build relationships.
• Skilled in using computer applications, including MS Office.
• Ability to analyze, organize, and prioritize work while meeting multiple deadlines.
• Ability to work successfully as a member of a team and independently.
• Ability to handle confidential information with discretion.

Customer Accountabilities

• Manages a group of Fraud professionals providing operational support to partners.
• Manages team during operational special initiatives like on-boarding, QA, etc.
• Acts as key liaison with partners and external groups and provides subject matter expertise at the department level.
• Key escalation point for significant risk/exceptions.
• Monitors service and control standards against overall business/department objectives.
• Develops and maintains effective working relationships with internal and external partners for the purposes of delivering optimal customer service.
• Coaches to ensure operational problems are handled appropriately, and participates in the negotiation and resolution of complex and/or escalated issues where necessary.

Shareholder Accountabilities

• Contributes to the development of the business plan and operationalizes the plan and delivers on assigned service or functionality.
• Works closely with key business leaders to develop business plan, ensuring the optimal use of resources and leverages TD's operating model to maximize efficiency, effectiveness, and scale.
• Monitors and communicates to Senior Management the effectiveness of strategies, programs, and practices related to own area of expertise.
• Sets the standards for operations and manageability across the business/function ensuring services are built from the ground up.
• Proactively identifies key business opportunities, researches and recommends enhancements/modifications, develops strategies to achieve recommendations.
• Ensures department operates in compliance with applicable internal and external requirements.
• Manages overall budget, revenue, and expenditures, meets business objectives while increasing efficiency and effectiveness.
• Ensures appropriate reporting and escalation of issues based on risk profile.
• Ensures employees are knowledgeable of and comply with Bank and industry codes of conduct.
• Leads relationships with business lines/corporate and/or control functions to ensure alignment with enterprise and/or regulatory requirements.
• Leads or contributes to cross-functional/enterprise initiatives as an organizational or subject matter expert helping to identify risk/provide guidance for complex situations.
• Keeps abreast of emerging issues, trends, and evolving regulatory requirements and assesses potential impacts.
• Maintains knowledge of end-to-end processes and internal/external partners and regulatory requirements.

Employee/Team Accountabilities

• Responsible for management of the overall team providing both leadership and guidance.
• Sets targets and objectives for the team, and delivers results.
• Grows team expertise to align with business/enterprise demand and direction; assesses team skills and capabilities and continually looks for ways to provide and enhance the value delivered.
• Leads a high-performing team; provides on-going feedback and performance reviews, coaches and develops employees and ensures performance management activities are undertaken and completed for all employees.
• Leads the process of setting performance objectives for the team; tracks, monitors, and effectively addresses and/or rewards performance in a timely manner.
• Manages employees in compliance with all human resources policies, procedures, and guidelines of conduct.
• Shares knowledge, information, skills, and subject matter expertise among the team and ensures the timely communication of issues and encourages good working relationships with other functions and teams.
• Supports an environment where team freely escalates business challenges; facilitates change through positive reinforcement of milestones and successes.
• Recruits for all hires to ensure a highly diverse, qualified workforce to achieve business objectives.
• Establishes and fosters a cohesive team; promotes a fair and equitable environment that supports a diverse workforce and encourages the team to achieve common goals and objectives.
• Acts as a brand ambassador for your business area/function and the bank, both internally and/or externally.

Physical Requirements

• 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.

---