TD Bank Head of Collections in Greenville, South Carolina

Auto req ID 201475BR

Job Title Head of Collections

Job Status Full Time

Country United States

Province/State Florida

South Carolina

City1 Greenville

Location Greenville Campus B

Business line Other

Job Category - Primary Operations & Underwriting

Job Category(s) Operations & Underwriting

TD Description

About TD Bank, America's Most Convenient Bank®

TD Bank, America's Most Convenient Bank, is one of the 10 largest banks in the U.S., providing more than 8 million customers with a full range of retail, small business and commercial banking products and services at approximately 1,300 convenient locations throughout the Northeast, Mid-Atlantic, Metro D.C., the Carolinas and Florida. In addition, TD Bank and its subsidiaries offer customized private banking and wealth management services through TD Wealth®, and vehicle financing and dealer commercial services through TD Auto Finance. TD Bank is headquartered in Cherry Hill, N.J. To learn more, visit www.tdbank.com. at http://www.tdbank.com/ Find TD Bank on Facebook at www.facebook.com/TDBank and on Twitter at www.twitter.com/TDBank_US .

TD Bank, America's Most Convenient Bank, is a member of TD Bank Group and a subsidiary of The Toronto-Dominion Bank of Toronto, Canada, a top 10 financial services company in North America. The Toronto-Dominion Bank trades on the New York and Toronto stock exchanges under the ticker symbol "TD". To learn more, visit www.td.com at http://www.td.com/ .

Department Overview

The Head of Collections owns the collections operations process from intake until recovery. He/She leads the implementation and execution of the Collections strategy, and is accountable for the successful mitigation of Pre Charge-off losses for the TD Bank AMCB portfolio including Credit Cards, Mortgages, HELOC, Consumer, Autofinance and Small Business. The position oversees a large and significant multi-faceted operational functional unit with overall accountability for providing strategic direction and guidance on a broad and diverse range of complex operational activities. The Head of Collections leads in the development of the overall strategic direction, operating budget, delivering business objectives and overall people management for the unit. A key responsibility is the transformation of the department to an industry leading collections area that leverages industry leading capabilities. This includes building out the capabilities (structure, technology, processes, controls, strategies, analytics) for a state-of-the-art credit card collections unit with $10bn outstanding. The Collections business has a high inherent risk due to the significant regulatory complexity. The Head of Collections is responsible for managing those risks and Responsible for operating within appropriate risk parameters and ensuring exception/escalation processes are in place.

Job Description

• Owns collections operations process for all products from intake until recovery, across multiple sites from Maine to Florida supporting portfolios and customers in all 50 States including Mortgages, HELOC, Consumer, Credit Cards, Merchant Cards, Autofinance and Small Business Banking. Total Gross Charge-offs of approx. $600MM.

• Owns the creation of a state-of-the-art Credit Card collections team with industry leading tools and capabilities for multi-branded cards portfolio of apprx. $10bn outstanding.

• Leads in the development of the overall strategic direction, operating budget, delivering business objectives, and overall people management for Collections, at the Early, Mid, and Late and Workout Collections stages .

• Owns the eExecution utes ofon the annual business plan to deliver results aligned with the business strategies, especially Gross Charge-Offs and expense budget..

• Monitors and leads team performance to meet customer and partner expectations.

• Delivers on SLAs with business partners, drives operational efficiency of collections including peer benchmarking, productivity and effectiveness initiatives.

• Ensures teams effectively manage the customer/partner problem resolution process.

• Owns the Workforce Management and Dialer management functions for Collections.

• Leads Collections Transformation process to a state-of-the-art Collections department.

• Ensures the achievement of the team, business and Customer Experience goals by coaching/modeling LEI attributes and behaviors.

• Oversees research, development and implementation of new processes, technologies or operating models.

• Develops and maintains working relationships with internal and external partners for the purposes of delivering optimal customer service.

• Acts as primary escalation point for significant risk matters / exceptions.

• Drives collaboration and deliver synergies across all Collections teams, Loan Servicing & Collections, Shared Services and TD Bank.

• Ensures processes utilized are effective and efficient – collaborate with service delivery units, technology, finance and other functional specialist groups to ensure integrated service delivery.

• Monitors assigned functional area for productivity and efficiency, operating systems to continually improve delivery capability consistent with overall TD financial and service objectives.

• Fosters a culture that encourages employees to identify and suggest process improvements.

• Applies expertise and operates systems to identify and mitigate risk issues.

• Oversees internal and external service providers to ensure TDBG objectives and standards are met.

• Works with other Business units and Control/Enabling functions to effectively mitigate audit findings by developing and executing remediation plans that are within the Bank's Risk Appetite. Implement proactive programs to avoid future audit findings.

• Owns the regulatory compliance for Collections including execution of contact strategy (i.e. TCPA) and eEnsures unit operates in compliance with applicable internal and external requirements.

• Works with other Business units and Control/Enabling functions to effectively mitigate audit findings by developing and executing remediation plans that are within the Bank's Risk Appetite. Implement proactive programs to avoid future audit findings.

• Ensures appropriate escalation protocol is in place and operating losses are reported appropriately.

• Keeps abreast of emerging issues, industry trends and evolving regulatory requirements and oversees the establishment and delivery of respective requirements to critical business specific products and services, including adherence to guidelines and standards that are compliant to TDBG's governance framework.

Job Requirements

• Leads in the development of the overall strategic direction, operating budget, delivering business objectives, and overall people management for Collections, at the Early, Mid, and Late and Workout Collections stages .

• Owns the eExecution utes ofon the annual business plan to deliver results aligned with the business strategies, especially Gross Charge-Offs and expense budget..

• Monitors and leads team performance to meet customer and partner expectations.

• Delivers on SLAs with business partners, drives operational efficiency of collections including peer benchmarking, productivity and effectiveness initiatives.

• Ensures teams effectively manage the customer/partner problem resolution process.

• Owns the Workforce Management and Dialer management functions for Collections.

• Leads Collections Transformation process to a state-of-the-art Collections department.

• Ensures the achievement of the team, business and Customer Experience goals by coaching/modeling LEI attributes and behaviors.

• Oversees research, development and implementation of new processes, technologies or operating models.

• Develops and maintains working relationships with internal and external partners for the purposes of delivering optimal customer service.

• Acts as primary escalation point for significant risk matters / exceptions.

• Drives collaboration and deliver synergies across all Collections teams, Loan Servicing & Collections, Shared Services and TD Bank.

• Ensures processes utilized are effective and efficient – collaborate with service delivery units, technology, finance and other functional specialist groups to ensure integrated service delivery.

• Monitors assigned functional area for productivity and efficiency, operating systems to continually improve delivery capability consistent with overall TD financial and service objectives.

• Fosters a culture that encourages employees to identify and suggest process improvements.

• Applies expertise and operates systems to identify and mitigate risk issues.

• Oversees internal and external service providers to ensure TDBG objectives and standards are met.

• Works with other Business units and Control/Enabling functions to effectively mitigate audit findings by developing and executing remediation plans that are within the Bank's Risk Appetite. Implement proactive programs to avoid future audit findings.

• Owns the regulatory compliance for Collections including execution of contact strategy (i.e. TCPA) and eEnsures unit operates in compliance with applicable internal and external requirements.

• Works with other Business units and Control/Enabling functions to effectively mitigate audit findings by developing and executing remediation plans that are within the Bank's Risk Appetite. Implement proactive programs to avoid future audit findings.

• Ensures appropriate escalation protocol is in place and operating losses are reported appropriately.

• Keeps abreast of emerging issues, industry trends and evolving regulatory requirements and oversees the establishment and delivery of respective requirements to critical business specific products and services, including adherence to guidelines and standards that are compliant to TDBG's governance framework.

• Leads and motivates employees, develops and retains high performing talent with an enterprise and diversity lense

Qualifications

• Bachelor’s degree required; Master’s preferred.

• 10+ years of experience in the Financial Services Industry, including

• 510 years management experience within a collections function; overseeing large teams is a plus with responsibility for key bank products, i.e. Credit Cards, Autofinance, Mortgages, HELOC, Consumer, Small Business Banking

• Deep subject matter and industry expertise in Collections & Recovery for unsecured asset classes (Credit Cards)

• Previous experience in developing collections and rRecovery strategies

• Previous expertise in building up a new Collections Team for credit cards business

• Comprehensive knowledge of principles, policies and practices related to collectionsoperations is required.

• In depth k Knowledge of the industry, trends and the key service providers.

• In depth Familiarity or knowledge of collection tools including, OMNI-Channel, digital, predictive models, Artificial Intelligence capabilities.

• Strong project management / process improvement background

• Proven strategic planning, leadership, delegation, coaching and mentoring skills.

• Demonstrated ability to initiate and coordinate projects involving multiple functional areas of the Company.

• Demonstrated ability to make sound and cost effective business decisions in an ever changing, dynamic environment.

• Superb problem solving skills and ability to quickly apply effective conflict resolution strategies.

• Excellent written and verbal communication skills required with ability to successfully communicate and influence all levels of the organization a must.

• In-depth knowledge of relevant banking and regulatory rules and polices required.

• Proven ability to balance competing priorities and make sound decisions within, and outside of, established policy.

• Demonstrated experience in developing new policies, procedures and methods in response to, and in anticipation of, changes the business and regulatory environment.

Inclusiveness

At TD, we are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of our customers and communities in which we live in and serve, and creating an environment where every employee has the opportunity to reach her/his potential.

If you are a candidate with a disability and need an accommodation to complete the application process, email the 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 application process.

EOE/Minorities/Females/Veterans/Individuals with Disabilities/Sexual Orientation/Gender Identity.

**Province/State (Primary) South Carolina

City (Primary) Greenville

ProvState 2 Florida

City(s) 2 Greenville