Senior Manager, Digital Performance Servicing & Retention

Senior Digital Manager

Work Location : Boston, Massachusetts, United States of America Hours : 40 Pay Details : $115,440 - $186,160 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.

Job Description

The Senior Digital Manager manages leads the end to end development, design and implementation of long term / multi-year business strategy and associated roadmaps. Drives achievement of Digital business strategies and act as source for developing new and innovative set of business capabilities. The role is responsible for development of Digital business strategy, roadmaps and results by working closely with a large and complex LOB or business pillar and / or multiple segments.

Depth & Scope

Recognized as top level expert within the company and requires significant in-depth and / or breadth of expertise in a complex field and knowledge of broader related areas. Senior specialist providing advisory services to executives, business segment leaders and governs the requirements for own work. Integrates knowledge of the enterprise function's or business segment's overarching strategy in leading program design, policy formulation or operating standards within one or more areas of expertise. Anticipates emerging business trends and regulatory / risk issues as a basis for recommending large-scale product, technical, functional or operations improvements. Serves as a source of expert advice to senior management in field of specialty; may lead team(s) of related specialists / experts. Advises on execution strategy and leads the development and deployment of functional programs or initiatives within their own field or across multiple specialties. Solves unique and ambiguous problems with broad impact; typically oversees standards, controls and operating methods that have significant financial and operational impact within the context of their own field. Requires innovative thinking to develop new solutions. Impacts the technical or functional direction and resource allocation of part of an enterprise function or business segment. Works within general policies and industry guidelines. Engages stakeholders to act; serves as a source of expert advice, influences change; frames information in a broader organizational context. Provides leadership guidance, makes recommendations and collaborates with business to ensure solutions meets the business needs on a complex project or program. Identifies and leads problem resolution for project / program complex requirements related issues at all levels.

Education & Experience

Undergraduate degree or relevant professional certifications, designations, or equivalent required. 10+ years relevant experience. Strong skills in quantitative analysis, strategic & analytical thinking, collaborative leadership, performance management and prioritization, communication and story telling and ability to influence across functions preferred. Experience in measurement of digital retention and adoption as well as understanding of customer segmentation, personalization and deepening preferred.

Customer Accountabilities

Leads the development and execution of the long-term strategic plan and associated roadmaps for the capabilities assigned, ensuring they will achieve the target state directly owning the business rationale for each initiative i.e. cost / benefit, strategic alignment, etc. Acts as the Digital project lead for assigned capabilities for projects / programs to ensure that outcomes meet the target state vision both in terms of capabilities and commercial value. Looks at strategies that will help increase our digitally active customer base; deliver on platform and line of business roadmaps. Interacts, collaborates and helps influence peers and business partners at all levels to ensure alignment to the long-term roadmap and strategic plan of the capabilities assigned. Uses forward thinking and identify impacts of an initiative on all user groups, by determining needs / requirements / priorities and defining options and achieving consensus on approaches, where possible. Builds the business case, defines the rollout plan in collaboration with other partners and ensures that commercial targets are met. Delivers legendary customer experiences by building product strategies and managing and delivering multiple complex projects. Manages issues or escalations in relation to the capabilities within the portfolio.

Shareholder Accountabilities

Adheres to enterprise frameworks or methodologies that relate to Digital activities within the business area. Drives the successful execution of the end-to-end lifecycle of assigned key business capabilities including the end to end financial ownership, ongoing optimization (people, process, enablers), ongoing sustainment oversight including user adoption and engagement. Supports Senior Management as a subject matter expert for delivering the next evolution of key capabilities. Sets and drives achievement of digital sales and servicing targets, optimizing distribution between assisted channels and Digital. Attends and participates in internal and external industry committees and / or conferences for capabilities assigned. Identifies and manages risks (market, operational, technology) associated with the business area. Identifies and implements process improvements that reduce costs or create capacity within capabilities assigned. Manages vendor partners, as applicable, to obtain assistance in defining capabilities and roadmap for the business. Works with partners to ensure all tools are in place for successful sustainment of the capabilities assigned; Oversees the development of operations / sales / technology support tools and templates for impacted employees; Ensures communication and change management strategies are in place. Is the point of contact for the business and various business partners, like Marketing, Project Delivery, Technology Delivery, Operations, etc. on any day-to-day inquiries or BAU changes. Clearly defines capability success metrics around overall effectiveness for capabilities assigned and tracks progress. Develops portfolio dashboard, for capabilities assigned, that could include testimonials and portfolio metrics for reporting to business lines; the report would include successes and challenges and trends frequency of reporting. Actively seeks feedback from users and support areas including the various business partners like Project Delivery, Technology Delivery, Operations, etc. Keeps abreast of emerging issues, trends, and evolving regulatory requirements and assesses potential impacts. Protects the interests of the organization identifies and manages risks, and escalates non-standard, high risk initiatives / activities as necessary. Maintains a culture of risk management and control, supported by effective processes in alignment with risk appetite. Manages through ambiguity, lead Planning efforts through PI Planning and other Agile efforts.

Employee / Team Accountabilities

Participates fully as a member of the team, supports a positive work environment that promotes service to the business, quality, innovation and teamwork and ensures timely communication of issues / points of interest. Provides thought leadership and / or industry knowledge for own area of expertise in own area and participates in knowledge transfer within the team and business unit. Keeps current on emerging trends / developments and grows knowledge of the business, related tools and techniques. Participates in personal performance management and development activities, including cross training within own team. Keeps others informed and up-to-date about the status / progress of projects and / or all relevant or useful information related to day-to-day activities. Contributes to team development of skills and capabilities through mentorship of others, by sharing knowledge and experiences and leveraging best practices. Leads, motivates and develops relationships with internal and external business partners / stakeholders to develop productive working relationships. Contributes to a fair, positive and equitable environment that supports a diverse workforce. 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 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