Merchant Solutions Operations Manager

Senior Manager, Business Management

The Senior Manager, Business Management oversees and leads a large and/or highly complex, and diverse business management function for an area of significant risk, complexity or scope usually involving medium to long term planning, ensuring an integrated approach with other business management areas, broader organization, and enterprise as appropriate. Merchant Services Operations Manager leads a large and/or highly complex, and diverse business management function. The Operations Manager is a strategic partner to leadership team on the management of the portfolio and financials, with deep industry, external / internal, enterprise knowledge, identifying operational efficiencies and opportunities with other business management / enterprise areas. In particular, the Merchant Service Operations Manager manages a team of Retention Specialists, and Merchant Relationship Managers to deliver on the overall Operations team's goals. Serves as a subject matter expert/ mentor for supervisors or lead analysts within the team. Is responsible for the day to operations across three distinct areas:

Retention & Onboarding Support

Relationship Management

The Operations Manager is responsible for:

Setting goals and ensuring that various areas manage toward overall Company objectives

Working with partners including vendors to ensure that the Company and business area's objectives are met

Serving as a resource to team members

Establishing goals and objectives for team members

Participating personally in developing and retaining business relationships and complex accounts

Coordinates Customer retention efforts

Department Overview Treasury and Trade Products & Services offers a full spectrum of payment processing, information reporting, risk management and short-term investment solutions. Within the organization, Merchant Services is focused on delivering payment acceptance and payment processing services to a wide variety of clients, ranging from Small Business to mid-sized and large commercial clients. This team is responsible for ensuring that delivering a value proposition that meets its target client's needs while ensuring that the customer experience is aligned with the TD brand.

The Operations team within Merchant Services comprises three distinct areas and the scope of these areas are:

Retention & Onboarding Support

Handling rate reviews including working with the Pricing and Revenue Management team to review and respond to client requests

Handling and documenting complaints/escalations

Working with the team leadership to understand and address account attrition

Relationship Management

Relationship Managers manage large value clients and are responsible for their portfolio's retention, equipment upgrades, evaluating clients' additional product and additional locational needs, invoicing, etc.

In-depth understanding of functional areas under their purview i.e., Customer Service and Operations and White Glove Customer Service. Experience in an Operational capacity in Payments Processing is highly desirable. Demonstrated ability to analyze business situations and effectively collaborate on overall corporate direction Refined vendor engagement and negotiation skills Strategic planning and process management experience Demonstrated leadership experience, with strong financial management background Excellent written and verbal communication skills, including public speaking ability and positive public speaking presence

Depth & Scope:

• Oversees and leads a large and/or highly complex, and diverse business management function for an area of significant risk, complexity or scope
• Strategic partner to leadership team on the management of the portfolio and financials, with deep industry, external / internal, enterprise knowledge, recognizing and anticipating emerging trends and; identifying operational efficiencies and opportunities with other business management / enterprise areas
• Facilitates key strategic discussions and provide thought leadership to executive audience (output may include strategic roadmap and/or deliverables/ frameworks/ short to long term goals etc.)
• Sets operational team direction and collaborate with others to execute on common goals
• Focus on longer-range planning for functional area (e.g. 12 months or greater)

Education & Experience:

• Undergraduate degree
• 10+ years relevant experience

Customer Accountabilities:

• Develops, communicates and implements a holistic strategy for own specific business management function in support of and integrated with the overall business strategy
• Oversees / leads / manages and plans a work activities that may require alignment across multiple areas
• Leads the team in the development and/or integrated implementation of policies / processes / procedures / changes across multiple functional areas
• Leads partner to management and respective teams for area of specialization with industry, external and internal, enterprise and business awareness; recognizing and anticipating emerging trends and; identifying issues and opportunities and recommending action to senior management
• Acts as a strategic partner by leading relationships with key enterprise partners and interfacing with respective leadership team to effectively manage own business management area and clarify scope of accountabilities while influencing and aligning others as needed
• Ensures an integrated and aggregated view of all related activities across the overall function providing escalations, recommendations, and decision support to leadership.
• Forecasts programs / initiatives and demand, and coordinate prioritization of the portfolio/ initiatives with key stakeholders
• Provides functional / business level communications to ensure messages to stakeholders and/or employees are consistent, appropriate and aligned to business strategies and executive management direction

Shareholder Accountabilities:

• Ensures team adheres to enterprise frameworks and methodologies related to overall business management activities
• Leads relationships with corporate and/or control functions to ensure alignment with enterprise and/or regulatory requirements
• Supports team in staying knowledgeable on emerging issues, trends, and evolving regulatory requirements and assess potential impacts to the Bank
• Assesses / identifies key issues and escalate to appropriate levels and relevant stakeholders and business management where required
• Maintains a culture of risk management and control, supported by effective processes and sound infrastructure an in alignment with risk appetite
• Identifies, mitigates and reports on risk issues per enterprise policy / guidelines and ensures appropriate escalation processes are followed
• Ensures business operations are in compliance with applicable internal and external requirements (e.g. financial controls, segregation of duties, transaction approvals, and physical control of assets).
• Works closely with key business leaders to optimize TDBGs resources and leverage TDs operating model to maximize efficiency, effectiveness and scale
• Leads or contributes to cross-functional / enterprise initiatives as an organizational or subject matter expert helping to identify risk / provide guidance for complex situations
• May lead relevant governance meetings or committees and related deliverables / outcomes representing the business on governance and control issues
• Manages oversight process, risk-based identification and monitoring of related risks and regulatory compliance across the supported functions, while ensuring key controls and processes are effectively managed
• Oversees or leads the facilitation and/or implementation of action/remediation plans to address performance/risk/governance issues

Employee/Team Accountabilities:

• Responsible for management of the overall team(s) providing both leadership and guidance
• Sets targets and objectives for the team, and deliver results
• Grows team expertise to align with enterprise demand and the Bank's direction; assess team skills and capabilities and continually looks for ways to provide and enhance the value delivered
• Fosters an environment / culture that encourages productivity, innovation, process improvement, teamwork and a high level of professionalism
• Co-ordinates necessary resources to ensure completion by deadlines
• Provides coaching, development, succession, recruitment, resource management and overall team leadership for team members and provide regular input into team members assessment of performance and development plans
• Prioritizes and manages own workload in order to deliver quality results and meet timelines
• Supports a positive work environment that promotes service to the business, quality, innovation and teamwork and ensures timely communication of issues/ points of interest
• Identifies and recommends opportunities to enhance productivity, effectiveness and operational efficiency
• Establishes effective relationships across multiple business and technology partners, program and project managers
• Participates in knowledge transfer within the team and business units

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