Group Mgr Fraud Operations (US)

Work Location:

Hours:

Pay Details:

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:

Job Description:

The Issue Development Coordinator Group Manager, Fraud Operations supports the end-to-end development of issues within Financial Crimes Prevention & Operations (FCPO), from initial referral and discovery through issue determination, formal issue development, remediation planning, governance review and approval, and transition to remediation execution. The role serves as a central point of coordination across business, risk, control, Compliance, second line of defense and other stakeholders to confirm issues are clearly defined, appropriately assessed, supported by evidence, and positioned for effective and sustainable remediation.

The Coordinator facilitates issue discovery and challenge, supports development of clear issue statements, risk assessments and root cause analyses, and partners with stakeholders to develop actionable remediation plans with defined ownership, milestones, timelines and evidence requirements. The role requires disciplined execution, strong risk judgment, attention to detail and the ability to translate complex risk and control matters into clear, defensible documentation for governance and senior-leadership review.

Department Overview:

The FCPO Issue Management team supports disciplined management of issues across Financial Crimes Prevention & Operations by providing a consistent framework for issue identification, development, remediation planning, implementation oversight, sustainability and closure readiness.

Within the broader Issue Management operating model, the Issue Development function focuses on the front end of the lifecycle, helping transform potential concerns and identified deficiencies into well-defined, evidence-based issues with clear root causes, risk assessments and sustainable remediation strategies. Once a remediation plan is approved and the issue moves into implementation, primary coordination transitions from the Issue Development Coordinator to the Issue Remediation Coordinator.

The team partners across business, risk, control and oversight functions to promote clear accountability, timely decision-making, effective challenge and consistent application of Issue Management requirements. The SharePoint operating model supports this lifecycle through the Potential Issue Pipeline, Issue Inventory and implementation-plan tracking structure.

Key Responsibilities:

• Coordinate assigned issues through discovery, issue determination, development, remediation planning, governance approval, and transition to implementation.
• Facilitate discussions with business, Risk, Compliance, 2LOD, and other stakeholders to understand concerns, assess risks and control gaps, and drive timely issue decisions.
• Develop clear, evidence-based issue documentation, risk assessments, root cause analyses, and remediation plans aligned with Issue Management requirements.
• Partner with stakeholders to establish actionable remediation activities, ownership, milestones, timelines, and supporting evidence requirements.
• Coordinate stakeholder review, challenge, and governance approvals, helping resolve gaps and prepare issues and plans for senior leadership decision-making.
• Maintain accurate and timely issue information in ServiceNow, SharePoint, and applicable Issue Management documentation, while monitoring SLAs, dependencies, and emerging roadblocks.
• Proactively identify and escalate risks or barriers that could impact timely issue development, planning, or approval.
• Support continuous improvement of Issue Management practices by identifying opportunities to strengthen quality, consistency, and efficiency and reduce rework.

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
• Oversees a large team with functional diversity and complexity where activities involve multiple step transactions, multiple systems and jurisdictions, higher volumes and/or medium to high complexity
• Work focus time horizon is generally medium to long term with moderate to high focus on strategic planning
• Requires expert process management knowledge and the risk profile for team processes supported
• Leads teams with multiple points of internal and external contact (may include direct contact with Customers)
• May manage over a diverse geographic jurisdiction
• Oversees management of team requiring workforce to decision on acceptable level of risk- Moderate to High risk potential (loss/reputational) for functional area
• Acts as highest point of team escalation for resolution and provides direction to resolve issues or escalate
• Involves regular contact with cross-functional teams across TD or external contacts and/or customers

Preferred Qualifications:

• Demonstrated experience managing issues through the full Issue Management Lifecycle, including identification, assessment, remediation, validation, and closure.
• Strong understanding of Risk and Control Frameworks, including control design, effectiveness assessment, governance, and oversight practices.
• Proven ability to conduct and lead Root Cause Analyses that identify underlying drivers and support sustainable corrective actions.
• Excellent cross-functional collaboration skills with the ability to influence stakeholders across business, compliance, risk, operations, audit, legal, and technology teams.
• Strong analytical and critical thinking capabilities, with the ability to evaluate complex information, identify trends, assess impacts, and develop practical solutions.
• Experience leading and coordinating projects and strategic initiatives, including planning, execution, stakeholder management, and delivery against timelines.
• Working knowledge of regulatory expectations, audit processes, and risk management practices within a financial services environment.
• Ability to translate complex business, operational, or regulatory issues into clear, concise, and executive-ready documentation.
• Strong data interpretation, reporting, and presentation skills, including the ability to synthesize large data sets into meaningful insights and actionable recommendations.
• Exceptional written and verbal communication skills, with the ability to tailor messaging for audiences ranging from frontline teams to executive leadership.
• Demonstrated executive presence, including the ability to confidently facilitate discussions, challenge assumptions constructively, influence outcomes, and present to senior leadership.
• Strong organizational management skills, including prioritization, workload management, resource coordination, and the ability to manage multiple competing priorities in a fast-paced environment.
• Proven ability to build relationships, foster collaboration, and drive accountability across diverse stakeholder groups.
• Self-motivated professional with strong attention to detail, sound judgment, and the ability to operate independently with limited supervision.
  

Education & Experience:

• Undergraduate degree required
• 7+ years relevant experience
• Advanced knowledge of the business goals/objectives  being supported and the full suite of policies, programs, processes and systems
• Knowledge of current and emerging competitor and market trends
• Ability to contribute to strategic direction of the function and provide advice to senior leadership
• Skilled in preparing and  managing budgets  and resource allocation
• Advanced ability to lead, plan, implement and evaluate program/project activities to ensure completion of initiatives
• Ability to make an impact, influence and achieve results with effective negotiation, problem-solving and communication skills
• Knowledge of risk management environment, standards and regulations
• Skilled in mentoring, coaching and performance management
• Ability to exercise sound judgement in making decisions
• Ability to communicate effectively in both oral and written form
• Ability to work collaboratively and build relationships across teams and functions
• Skilled in using software tools, methods and techniques
• Skilled in using computer applications including MS Office
• Ability to analyze, organize and prioritize work while meeting multiple deadlines
• Ability to work successfully as a member of a team and independently
• Ability to handle confidential information with discretion

Customer Accountabilities:

• Manages a group of Fraud professionals providing operational support to partners
• Manages team during operational special initiatives like onboarding, QA etc.
• Acts as key liaison with partners and external groups and provides subject matter expertise at the department level
• Key escalation point for significant risk/exceptions
• Monitors service and control standards against, overall business/department objectives
• Develops and maintains effective working relationships with internal and external partners for the purposes of delivering optimal customer service
• Coaches to ensure operational problems are handled appropriately, and participates in the negotiation and resolution of complex and/or escalated issues where necessary

Shareholder Accountabilities:

• Contributes to the development of the business plan and operationalizes the plan and delivers on assigned service or functionality
• Works closely with key business leaders to develop business plan, ensuring the optimal use of resources and leverages TD’s operating model to maximize efficiency, effectiveness and scale
• Monitors and communicates to Senior Management the effectiveness of strategies, programs, and practices related to own area of expertise
• Sets the standards for operations and manageability across the business/function ensuring services are built from the ground up
• Proactively identifies key business opportunities, researches and recommends enhancements/modifications, develops strategies to achieve recommendations
• Ensures department operates in compliance with applicable internal and external requirements
• Manages overall budget, revenue and expenditures, meets business objectives while increasing efficiency and effectiveness
• Ensures appropriate reporting and escalation of issues based on risk profile
• Ensures employees are knowledgeable of and comply with Bank and industry codes of conduct
• Leads relationships with business lines/corporate and/or control functions to ensure alignment with enterprise and/or regulatory requirements
• Leads or contributes to cross-functional/enterprise initiatives as an organizational or subject matter expert helping to identify risk/provide guidance for complex situations
• Keeps abreast of emerging issues, trends, and evolving regulatory requirements and assesses potential impacts
• Maintains knowledge of end-to-end processes and internal/external partners and regulatory requirements

Employee/Team Accountabilities:

• Responsible for management of the overall team providing both leadership and guidance
• Sets targets and objectives for the team, and delivers results
• Grows team expertise to align with business/enterprise demand and direction; assesses team skills and capabilities and continually looks for ways to provide and enhance the value delivered
• Leads a high performing team; provides on-going feedback and performance reviews, coaches and develops employees and ensures performance management activities are undertaken and completed for all employees
• Leads the process of setting performance objectives for the team; tracks, monitors and effectively addresses and/or rewards performance in a timely manner
• Manages employees in compliance with all human resources policies, procedures and guidelines of conduct
• Shares knowledge, information, skills, and subject matter expertise among the team and ensures the timely communication of issues and encourages good working relationships with other functions and teams
• Supports an environment where team freely escalates business challenges; facilitates change through positive reinforcement of milestones and successes
• Recruits for all hires to ensure a highly diverse, qualified workforce to achieve business objectives
• Establishes and fosters a cohesive team; promotes a fair and equitable environment that supports a diverse workforce and encourages the team to achieve common goals and objectives
• Acts as a brand ambassador for your business area/function and the bank, both internally and/or externally

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 strive to make every interaction, product, and experience remarkably human and refreshingly simple for 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 foster deeper relationships, ensure disciplined execution, and build a simpler, faster banking experience. TD is deeply committed to being a leader in client experience, that is why we believe that all colleagues, no matter where they work, are client facing. Together, we are reimagining what banking can be for our clients, colleagues and communities.

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.

If you’re passionate about helping clients and building deep, lasting relationships, TD offers diverse career paths where you can grow your expertise and make a meaningful impact.  

We're committed to your success and foster a respectful workplace where diverse perspectives are valued, everyone has fair opportunities to grow, and you can unlock your full potential to achieve your career goals. Here at TD, we hire and develop the best.

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 [email protected].  Include your full name, best way to reach you and the accommodation needed to assist you with the applicant process.