Work Location:

Ottawa, Ontario, Canada

Hours:

37.5

Line of Business:

Personal & Commercial Banking

Pay Details:

$145,000 - $200,000 CAD

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.

Job Description:

Department / Position Overview:

At TD Canada Trust (TDCT) Customer Assistance (CA), we are responsible for the collection of debt and minimizing the delinquency and gross credit losses for all Canadian TD personal products which includes; TD Canada Trust, TD Auto Finance and MBNA. Colleagues work with Customers to find solutions and make payment arrangements to help solve our customer's financial situations.  They do this through a customer-focused collections interaction.

Job Description / Accountabilities:

Reporting to the VP, Customer Assistance, the AVP Specialized Customer Assistance (CA) is a responsible for leading the team that works with our Customers and third-party vendors to collect and recover on all credit products within TD.  Their responsibilities include unsecured recovery, legal, debt sales, repossession of vehicles, insolvencies, estates, and collect on and liquidate collateral security for Real Estate Secured Lending. The general accountabilities of this role include but are not limited to the following:

Develop and drive strategy and performance of collections, recovery and restructuring execution teams (personal/small business) to drive consistent Customer Experience while balancing the need to protect the Bank's assets

Contributes to strategy and long term planning activities

Integrates an advanced understanding of Collections into operating plans

Develops deployment strategies; directs the resolution of highly complex functional issues or unusual business problems

Optimize balance of Collections & Recovery efficiency (expenses) and Effectiveness (PCL) by leveraging analytics and driving change to improve effectiveness and reduce cost

Provides leadership and direction through managers and senior managers to multi-product teams including Insolvency, Credit Counselling, NCL and Legal Demand execution teams

Manage internal Product and Risk Partner relationships including collections & recovery reporting (financial results as well as delinquency trending etc) and interaction models

Has accountability for managing key relationships, investing in customer interactions and achieving performance and results for Customer Assistance

Facilitate collaboration with Collections on Internal pre-charge off processes and results (including Agency performance)

Identifies and highlights organization risk; ensures end-to-end risk management for programs designed and deployed

Manage external partner relationships including Canada Banking Association (CBA), Credit Counselling Associations and Mortgage Insurance Companies

Applies broad industry knowledge and commercial acumen to drive performance and plan longer-term deployment strategies and influence Specialized Customer Assistance priorities

Specific Educational Requirements:

Undergraduate degree required; Post Graduate degree preferred

Other Qualifications/Skills/Experience:

Previous experience developing and executing on strategies and delivering superior results in both the short and long term

Proven ability in leveraging deep subject matter expertise to align teams to a central vision, while also listening and engaging others to provide input in the shaping of that vision

Strong people management skills with demonstrated experience in leading high performing teams

Strong collaborator who engages colleagues, business partners, external stakeholders, and employees

Strong presentation and facilitation skills and strong interpersonal and leadership skills to facilitate working with senior management at all levels

Skillful communication (written and verbal), negotiation and partnership skills to balance stakeholder input but remain objective to reach the right outcome - ability to stay resilient under pressure

Demonstrated relationship building skills, with the ability to make things happen through the use of positive influence

Strong people leader who possesses the ability to effectively work in teams across the bank with multiple stakeholders and to influence and align others

Robust organizational skills with the ability to work in a fast paced environment and manage multiple deadlines and priorities

Excellent analytical skills in assessing risk, issues and challenging the status quo

Proven successful client relationship management skills

Strong knowledge of the related regulatory environments

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 a base salary, variable compensation, and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off, banking benefits and discounts, career development, and reward and recognition programs. 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.

Please be advised that this job opportunity is subject to provincial regulation for employment purposes. It is imperative to acknowledge that each province or territory within the jurisdiction of Canada may have its own set of regulations, requirements.

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
Your accessibility is important to us. Please let us know if you’d like accommodations (including accessible meeting rooms, captioning for virtual interviews, etc.) to help us remove barriers so that you can participate throughout the interview process.

We look forward to hearing from you!

Language Requirement (Quebec only):

Sans Objet