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Bilingual Group Manager II, Operations

Montreal, QC
Full Time
5 days ago
Company Overview

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Department Overview
As part of TD Canada Trust, Money Out Customer Service (MOCS) Fulfillment is a diverse team delivering judgment and advisory services on credit fulfilment, maintenance and discharge functions for our customers and partners across Canada (Mississauga, Edmonton, and Montreal). Our focus is to elevate advice, increase customer & colleague confidence, and meet more customer needs. The MOCS team creates value by providing expertise and advice for end to end customer solutions. We are continually finding ways to innovate, digitize, and optimize our processes while building capabilities with our colleagues. We operate within the business' credit risk appetite and regulatory framework while supporting our partners to effectively compete in the markets that they serve as a legendary OneTD team.

Job Description
  • Reporting to the Associate Vice President, Money Out Customer Service (MOCS) Fulfillment, the Group Manager, Eastern MOCS Fulfillment will lead the Montreal based Small Business and Commercial) Fulfillment teams.
    • Lead a group of operational functions, developing Subject Matter Expertise to influence and interpret policies and processes
    • Oversee effective and efficient operations including delivery of services in accordance with established service levels and maintaining quality standards within compliance and regulatory guidelines
    • Collaborate closely with internal and external business partners to deliver a legendary experience for partners and customers
    • Act as the escalation point for significant risk matters and lead the negotiation and resolution of customer issues
    • Develop and execute talent strategies to attract, develop, and retain high quality talent to deliver business objectives
    • Collaborate and work in partnership with key stakeholders across MOCS and other external and internal stakeholders to execute business initiatives
    • Advanced process management knowledge and knowledge of the risk profile for team processes supported; strong knowledge in identifying and resolving gaps
    • Ability to handle critical and/or high-risk issues, determining the most appropriate course of action for resolution
    • Experience in dealing with ambiguity and complex, risk oriented, time sensitive issues which may impact a significant part of the organization
    • Proven leadership ability to support in the AVP's absence
    • Identify, recommend and implement process and structural changes to improve efficiencies
    • Refine individual and team metrics and coach to improve productivity
    • Motivate and develop team using performance management practices, manage development plan and energize employees through reward and recognition.
    • Enthusiastic team player who exhibits and encourages a positive and proactive attitude towards change. This position will appeal to a highly motivated self-starter who enjoys working in a fast paced and change driven environment
    • Ensure the optimization of workforce utilization by actively promoting Operations Management Principles

Role Requirements :
Bilingualism (French/English) is the requirement for this position
• Strategic vision and agility
• Negotiate partnerships
• Sound judgment
• Business / financial acumen
• Comfort with ambiguity
• Talent-centric approach
• Change agent/management
• Cost management
• Risk and control orientation
• Collaboration with business partners
• Credit professionals, sound judgement
• Customer centric based decisions
• Excel at teamwork
• Ability to respond to customer changing needs
• Be agile in changing environment
Additional Information:
This role requires the incumbent to be flexible to multiple shift priorities to align with business needs.



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 and serve. If you require an accommodation for the recruitment/interview process (including alternate formats of materials, or accessible meeting rooms or other accommodation), please let us know and we will work with you to meet your needs.
Banking, Finance and Insurance Operations and Logistics