Colleague and Customer Assistance is a segment under TD's CBTS Canadian Banking Technology Solutions division, where teams such as: Contact Centre, ATM and Customer Assistance have come together to support a shared services mandate.
Our Goals:
- Bring innovative solutions to the market
- Bring an integrated solution capability with comprehensive digital experience to help drive the right customer experience while protecting our customers' interests
- Provide legendary customer experience
- Enhance our core capabilities to better protect our customers
The ATM / Cash Management technology team provides support all TD ATMs in North America as well as Cash Services for North American ATMs, Branches and CDN Commercial customers.
As a key member of the ATM Delivery team, the successful candidate will be required to work with a highly interactive team and will be responsible for the delivery of ATM / Cash Mgmt. projects as well as overseeing the portfolio for the CDN ATM business.
KEY ACCOUNTABILITIES
- Key role involved in negotiating technology costs and scope in forecasting, planning process with subset of business clients.
- Responsible for managing multiple teams and/or projects with increasing degree of complexity and broad scope (e.g., multi-function within line of business)
- Works independently and often autonomously in the management of projects, teams and operational disciplines and develops strategic thinking/ planning in the execution of work plans with a short to medium term business perspective
- Manages system enhancements, new releases or projects typically focused on a specific product/application of moderate scope and complexity
- Orchestrates the development of resolutions, plans and strategies for operational advancement
- Manage cross-functional team of IT professionals to support assigned business clients / internal partners / stakeholder needs and requirements
- Responsible for project delivery for the set of applications in their scope,
- Establish day-to-day management direction and define priorities and strategies consistent with the business goals and aligned to overall direction from Technology Leadership team for own area
- Communicate business vision / goal and portfolio priorities to team members (e.g. Application Owners / Development Managers, Business Systems Analysis, Platform / Service and/or Technology Project Managers etc.)
- Develop impact assessments and manage assigned portfolio delivery schedule and periodically perform risk assessments to manage operational processes consistent across the portfolio (e.g. time reporting)
- Monitor and manage Capacity Forecasting process compliance among Technology Project Managers and report on progress, status, and overall health of the portfolio and the individual applications
- Assess change requests and issues across the portfolio and identify key items for reporting
- Manage vendor relationships for own area and ensure timely/accurate communication and resolution of issues; monitor billing/expenses against contracts
- Assist in the assessment of the scope and risk of projects; work with the client, project managers, and/or 3rd party vendors to ensure the development of broad project plans, budgets, and deliverables
- Work closely with IT leadership to ensure on-going focus on reusability, scalability, and enterprise-wide solutions, to maximize returns on the suite of products
- Measure and monitor progress at clearly defined points in the process for all ongoing projects within the portfolio to ensure projects are delivered on time, within budget, and that projects meet or exceed expectations
- Assess work plans and schedule impacts across portfolios and identify key schedule issues for reporting, escalate further as necessary
- Assess and review schedule impacts, and works with stakeholders to resolve, and escalate further as necessary
- Comply with well-defined enterprise technology delivery practices and standards and project management disciplines - including creation of project documentation of system requirements, estimates of scope and cost
- Track major project deliverables; communicate up-dates; support initiatives intended at reducing time-to-market and containing costs
- Ensure operational, reputational, and intellectual risks are understood, and provide advice towards minimizing risk and escalate where appropriate
- Maintain high level of customer service and ensure commitments are met; recommend appropriate actions to enhance service levels, through effective service level management practices/ agreements
- Keep informed of technology solutions initiatives and IT direction across TDBG in order to provide strong support to the businesses
- Ensure a full understanding of business requirements and apply knowledge to escalate/prioritize delivery of new and existing projects
- Prioritize and manage own workload and support workload of team members in order to deliver quality results and meet timelines
- Support a positive work environment that promotes service to the business, quality, innovation and teamwork and ensure timely communication of issues/ points of interest
- Work closely with other groups, sharing knowledge of client and customer issues, needs and expectations, and contributing to sound decisions
- Establish and maintain open and effective communication with clients, the businesses, and other team members
- Contribute to the ongoing development of the team and business partners by sharing information, knowledge and lessons learned on a regular basis
- Identify and recommend opportunities to enhance productivity, effectiveness and operational efficiency of the business unit and/or team
- Participate in knowledge transfer within the team and business units
- Establish effective relationships across multiple business and technology partners, program and project managers
EXPERIENCE & EDUCATION
- Undergraduate degree or Technical Certificate
- Graduate degree and / or 7+ relevant experience
- Strong experience in technology project management is preferred
- Advanced knowledge and understanding of assigned business and bank technology standards (e.g., infrastructure, architecture, processes, applications, platforms, services) and managing people / projects. (nice to have)
- Knowledgeable of external competition, industry and/or market trends in relation to own business (nice to have)
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.