Mgr Strategic Initiatives Phone Channel Quality Assurance (US)

Work Location:

Hours:

Pay Details:

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:

Job Description:

The Manager Strategic Initiatives Phone Channel identifies opportunities that evolve our service offering in support of the US Contact Centers and providing legendary customer experiences, while achieving business results.

In this Quality Assurance Manager position, the incumbent will be responsible for building a new, business-owned QA function from the ground up within USCC. Primary focus will be transactional QA and quality testing, although there is expected to be some call monitoring as well as transactional testing.

Depth & Scope:

• Represents the Shared Services organization in leveraging organizational capabilities in support of business line strategic priorities
• Provides support in the proactive development of strategies that enhance an integrated customer and employee experience across our contact centers
• Works effectively with Digital Channels Strategic Initiative Manager to understand operation impact of Digital change and proactively manages the evolution/development of the Omni channel experience
• Works effectively with business to ensure needs are met, negotiates requirements and facilitate service delivery, also acts as SME or sponsor for key projects
• Provides value added insights garnered from best practices and programs implemented in other phone channel business that would assist in the achievement of business objectives while creating operational consistency
• Provides initiative/business support through project intake process
• Provides support in the identification and execution of strategies/tactics to optimize the efficiency of the operational environment to the benefit of shareholder, customer and employees
• Works effectively across businesses, product partners and support groups to connect all the different business and operational strategies together, making recommendations to enhance capabilities in the contact centers and shared services groups
• Works with various partners / peers across product and multi-channels to develop strategic recommendations, with an eye on short, medium and long term opportunities. Prioritizes accordingly based on the needs of the business.
• Builds relationships with Contact Center leadership to leverage experiences/expertise and identify opportunities to further enhance the customer experience, employee experience and shareholder value across contact centers
• Recommends, plans and supports execution of sound, cost-effective solutions that position the Phone Channel to improve primary drivers including CEI, Sales Revenue, Customer Commitment time, Calls per hour and Average Handle Time.
• Leads strategic initiatives on behalf of the North American Phone Channel, leveraging best practices to address opportunities
• Ensures comprehensive understanding of individual lines of business within the contact centers, as well as consolidated view across businesses to identify leverage strategic opportunities and tactics that enhance business performance
• Works closely with internal partners (Operations, Process Improvement, Initiative Support, Compliance and Finance) to ensure alignment with recommendations put forward
• Manages the inter-dependencies of multiple project activities in various phases of implementation, working closely with the PMO team, to ensure alignment with the business strategy and objectives

Education & Experience:

• 4 year degree or equivalent experience
• 7+ years of related experience
• Ability to navigate and leverage internal relationships and functional areas across the organizations, with a proven ability to get things done
• Previous Phone Channel experience would be beneficial
• Strong Relationship Management capabilities and experience a desired asset
• Highly motivated individual with a proven track record of delivering result through ambiguity
• Able to deliver on multiple priorities and the requests of multiple executive stakeholders in a fast paced and very dynamic environment
• Strong written and verbal communication skills
• Proven ability to impact and influence results
• Proven / strong conceptual, analytical and problem solving ability
• Demonstrated business acumen in order to translate concepts and strategies into successful projects and day to day activities
• Excellent Presentation skills, with proven ability to manage by positive influence and work effectively with a number of Senior Stakeholders
• Demonstrated customer focus and understand of the delivery of superior customer experience by phone
• Demonstrated excellence as a consensus builder, a self-starter, team player

Preferred qualifications:

• Experience managing a QA team ( team of approximately 5-8 employees)
• Experience building or significantly enhancing a QA function from the ground up
• Experience developing and maintaining QA procedures, testing methodologies, and scripts
• Strategic leadership experience designing and implementing QA programs
• Demonstrated ownership of QA strategy, governance, and execution
• Analytics/Reporting experience preferred
• Operations or Audit experience preferred

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 strive to make every interaction, product, and experience remarkably human and refreshingly simple for 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 foster deeper relationships, ensure disciplined execution, and build a simpler, faster banking experience. TD is deeply committed to being a leader in client experience, that is why we believe that all colleagues, no matter where they work, are client facing. Together, we are reimagining what banking can be for our clients, colleagues and communities.

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.

If you’re passionate about helping clients and building deep, lasting relationships, TD offers diverse career paths where you can grow your expertise and make a meaningful impact.  

We're committed to your success and foster a respectful workplace where diverse perspectives are valued, everyone has fair opportunities to grow, and you can unlock your full potential to achieve your career goals. Here at TD, we hire and develop the best.

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.