Work Location: Mount Laurel, New Jersey, United States of America
Hours: 40
Pay Details: $200,000 - $280,000 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 Head of Process Excellence is a senior executive responsible for defining, leading, and scaling a bank-wide process improvement and customer transformation agenda. This role will architect the methodologies, tools, and operating model that enhance efficiency, strengthen risk management, improve the customer journey and unlock enterprise-level productivity-leveraging advanced automation, AI-enabled solutions, and industry-leading process-design practices.
This role will partner closely with Fraud, KYC, Insider Threat and Investigations, Technology, Data, and Risk executives to build a culture of operational excellence. The role will drive the strategic business strategy roadmap and execution of process engineering, emerging technology adoption, and continuous improvement across high-risk, high-velocity environments.
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
- Sets the enterprise vision for process engineering, automation, and operational excellence; develops the multi-year roadmap aligned to business strategy, regulatory expectations, and efficiency commitments
- Establishes operating model that scales best-in-class process methodologies (Lean, Six Sigma, BPM, workflow design, AI-enabled decisioning) across the organization
- Leads transformation of end-to-end processes across Fraud Operations, KYC/CDD, Insider Threat, Investigations, Fraud Claims, Billing Disputes, and related Financial Crimes functions
- Re-designs workflows to improve quality, throughput, cycle time, customer impact, and control strength
- Builds and maintains enterprise standards for process mapping, process health monitoring, and performance measurement frameworks
- Develops and executes the automation agenda (RPA, workflow orchestration, business rules, machine learning, GenAI-powered productivity tools)
- Drives responsible AI adoption in operational processes, including alert triage, decision automation, investigation support, and workflow optimization
- Partners with Technology, Data, and Model Risk to ensure scalable, secure, compliant deployment of automation and AI solutions
- Applies deep domain expertise across Fraud, KYC/CDD, and Insider Threat to identify opportunities to modernize control processes, reduce risk exposure, and lower unit cost
- Establishes metrics, KRIs/KPIs, and governance to ensure process integrity and regulatory compliance
- Builds customer complaints and analytics process to drive capability and operational improvements
- Champions a culture of continuous improvement across the organization
- Designs and delivers enterprise training programs on process excellence and automation
- Builds a high-performing team of process engineers, automation specialists, and operational-excellence leaders
Education & Experience: - 10+ years of progressive leadership in process engineering, operational excellence, or transformation roles (preferably within Financial Services)
- Deep experience in Fraud Operations, KYC/CDD, Insider Threat/Investigations, AML/BSA or other Financial Crimes domains
- Demonstrated success leading end-to-end process redesign across complex, highly regulated environments
- Strong expertise in automation technologies (RPA, workflow engines, decisioning platforms) and AI-enabled productivity
- Proven ability to build and lead large transformation programs with measurable cost, productivity, and risk-reduction outcomes
- Exceptional influencing skills with senior executives, regulators, technology leaders, and cross-functional partners
Preferred:
- Lean Six Sigma Black Belt or Master Black Belt
- Experience building a Process Engineering or Operational Excellence Center of Excellence at scale
- Strong understanding of data governance, model-risk governance, and operational-risk frameworks
- Executive presence paired with a hands-on ability to drive clarity, alignment, and disciplined execution
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.
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