Work Location:

New York, New York, 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:

Compliance

Job Description:

The Compliance Director, Complaints is responsible for developing, implementing and maintaining the Compliance Program Target Operating Model for Complaint oversight and handling. As such, the Director oversees the bank's Complaints program including the maintenance and implementation of the Complaint Management and Other Consumer Feedback Reporting Policy and Compliance owned Complaint related processes and procedures.  

The function provides Complaint data and analytics support to U.S. Compliance to proactively monitor risk identified through customer feedback and supports U.S. Compliance and the first line by providing insights gathered by Complaint related data.  The Director manages a team of professional experts in compliance and complaint management and is accountable for advancing the program via technology enablement.  

This job also manages compliance aspects of the applicable consumer protection laws and Complaint related regulatory expectations as communicated by federal regulators such as the OCC, FRB and CFBP.  

 
The Director works closely with the Customer Advocacy & Insights team and with various internal stakeholders/partners to set Complaint related program expectations and to monitor for adherence to related policies and procedures. The Director also identifies data / information needs for stakeholders and regulators, drive opportunities for improvement and generate insights supporting well-informed business and risk management decisions and strategies.  

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  

Represents and communicates the Compliance Complaints program on a variety of executive oversight councils. 

Communicates high risk findings to business and bank leadership and guide the development of corrective action plans.   

Serves as Compliance owner or resource on projects involving most critical and complex laws and regulations that have a significant impact on the operations or strategy of the Company   

Develops and enhances scalable compliance programs with effective program elements that mitigate areas of compliance risk and establish sustainable controls commensurate with the risk appetite and growth of the Bank and its relevant subsidiaries 

Leads or participates in regulatory examinations as necessary 

Leads second line programs for Complaints oversight, management and reporting 

Leads analytics & reporting for Consumer Complaints and related risk  

Facilitates key strategic discussions and provides thought leadership to executive audience 

Represents the Bank in engagements with regulators and industry trade associations as a professional representing TD Compliance 

Acts as an executive leader and expert on innovation and developments to support the Complaints program

Education & Experience:

Bachelor's degree or equivalent experience required 

10+ Years of related experience 

Demonstrates in-depth working knowledge of the financial services industry and applicable laws, regulations and industry practices 

Demonstrated experience leading Complaint related regulatory compliance activities 

Proven ability to develop project plans and independently coordinate and complete projects 

Excellent written and verbal communication skills, including a demonstrated ability to clearly provide written reports that accurately and clearly summarize issues and present solutions in an understandable and logical manner 

Proven ability to influence others' actions and decisions without express authority 

Proven ability to analyze complex laws and regulations and relate those laws to procedures of assigned areas 

Demonstrated ability to develop and maintain productive business relationships with internal partners and external regulators 

Excellent analytical skills and ability to exercise sound judgement in the development and selection of compliance programs and solutions. Proficiency in Microsoft Office other utility applications 

Strong analytical and program solving skills are required to interpret data and draw conclusions 

Prior leadership experience or progressively responsible Department/Bank experience 

Ability to coach and mentor others 

Ability to provide conflict resolution 

Strong ability to successfully balance competing priorities in a fast-paced environment 

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 USWAPTDO@td.com.  Include your full name, best way to reach you and the accommodation needed to assist you with the applicant process.