Compliance Director, Complaints (US)

Compliance Director, Complaints

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 risks 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 :

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.

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.