Manager, Fraud Performance Management (US)-Defect Analysis

Work Location:
Wilmington, Delaware, United States of America

Hours:
40

Pay Details:
$91,000 - $145,600 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:
Financial Crimes & Fraud Mgmt
Job Description:

The Manager, Fraud Performance Management - Defect Analysis is responsible for supporting gap and opportunity identification with the primary goal of continual business improvement. The Manager, Fraud Performance Management - Defect Analysis will take the lead in providing support via data mining and development of output leveraged for review of root cause analysis driving loss and risk to TD. The Manager, Fraud Performance Management - Defect Analysis is also responsible for identification of team efficiencies and driving creation of cross-product support processes. This role works closely with other Fraud partners supporting reporting efforts and tracking of initiatives.

Depth & Scope:

• Provides people management leadership by hiring the best talent, setting goals, developing staff, managing employee performance and compensation decisions, promoting teamwork and handling any/all disciplinary actions, as required

Fraud Losses Management

• Reviews fraud attacks to understand and address coverage gaps
• Participates in quarterly and annual fraud loss forecasting exercises
• Develops insights and rules to deliver fraud loss plan
• Manages shifting network rules and liability requirements
• Uncovers and resolves process gaps throughout the Bank
• Provides alert support to address emerging threats

Fraud Rule Management

• Manages strategy design and configuration in all fraud prevention platforms (e.g. Falcon, TSYS, FIS, SQN, PRM, Citadel, DPS, VCAS, Avant, Experian and TransUnion)
• Changes socialization and adherence to Change Management protocols

Fraud Operational Support

• Participates in operational forecasting and capacity planning
• Manages fraud case prioritization strategy to optimize return-on-investment
• Manages strategic intent for Operational & Contact processes
• Effectively partners with Defect Managers to identify and remediate coverage gaps

Design/Update Monitoring & Reporting

• Identifies and addresses key reporting needs required to manage fraud losses, providing design input into enterprise reporting needs
• Supports existing monitoring by refreshing reports when data or requirements change

Partner Support - TD Partners Outside of FC&FMG

• Supports project intent and ongoing partner projects; provides risk identification and cost estimates
• Leverages fraud expertise to help define fraud resilient products and processes
• Provides post-launch IT validation and issue management
• Ensures Fraud policy alignment and implementation
• Provides monthly partner loss performance updates and participates in review sessions

Support FC&FMG Intent

• Outlines data needs for rule-writing and effective management
• Reviews and evaluates potential technology investments
• Manages model prioritization, business validation and implementation
• Supports audit and regulatory requests (data or intent)

Manage External Relationships

• Provides TD perspective at various industry forums (CBA, MC, Visa, Interac, Auriemma, Clearing House)
• Manages day-to-day vendor management for various Fraud vendors (e.g. Equifax, ACI, FICO, Fiserv, FIS, TMS)

Education & Experience:

• Bachelor's Degree in a related discipline (e.g. Math, Statistics, Business) is required
• Master's Degree in a related discipline is preferred
• 7+ years relevant experience
• Knowledge of systems and processes is preferred
• Experience with SQL/SAS/Data manipulation tools required
• Previous experience with related fraud is preferred
• Solid understanding of TD Products and Channels
• People management experience is an asset
• Given the multiple business units the team supports, a proven ability to develop effective relationships with internal and external business partners is required
• Conceptual thinker; ability to wade through data and arrive at conclusions
• Strong interpersonal skills; comfortable interacting with team members of all levels
• Strong communication and presentation skills; ability to communicate complex analyses into technical and non-technical terms (written and verbally)
• Ability to take initiative and work independently under tight timelines
• Strong team collaboration skills
• Ability to effectively manage multiple projects and priorities simultaneously
• Ability to reconcile numerous metrics and condense/summarize for our Executives and Business Partners

Preferred Qualifications:

• Strong technical skills (SAS, SQL)
• Coding and data mining experience
• Experience in Fraud
• Experience conducting root cause analysis
• Proficient with Microsoft Office
• Experience in reporting

Customer Accountabilities:

• Understands and supports the Bank's 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

Shareholder Accountabilities:

• Supports the development and implementation of operational strategies and objectives to achieve measurable excellence in the quality delivery of sales, service and products aligned with Best Run concepts and overall enterprise strategy and objectives
• Participates in establishing and executing plans and goals for the Business to drive toward results
• Develops and maintains an operating budget, ensuring adherence to budget. May delegate budgetary assignments to direct reports, but maintains overall budgetary responsibility and oversight
• Provides financial reports and analysis, including budget variances to management on a regular basis

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. Communicates those goals and objectives to the team
• Builds capability - Supports/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 models behaviors consistent with TD's leadership profile, customer and employee experience agendas and risk and control culture
• Creates an extraordinary place to work - Advances and sustains a unique, inclusive culture that reflects TD's diversity agenda, and creates an extraordinary employee experience
• Leads, coaches and develops a highly effective team by ensuring ongoing 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 Include your full name, best way to reach you and the accommodation needed to assist you with the applicant process.