Ops Mgr II Quality Assurance (US)

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 Overview: The Operations Manager II oversees operations of several functions or processes within assigned team/unit. In this Quality Assurance Manager position, the incumbent will be responsible for building a new, business-owned QA function from the ground up within USCC. Primary focus will be transactional QA and quality testing, although there is expected to be some call monitoring as well as transactional testing. Depth & Scope: Represents the Shared Services organization in leveraging organizational capabilities in support of business line strategic priorities Provides support in the proactive development of strategies that enhance an integrated customer and employee experience across our contact centers Works effectively with Digital Channels Strategic Initiative Manager to understand operation impact of Digital change and proactively manages the evolution/development of the Omni channel experience Works effectively with business to ensure needs are met, negotiates requirements and facilitate service delivery, also acts as SME or sponsor for key projects Provides value added insights garnered from best practices and programs implemented in other phone channel business that would assist in the achievement of business objectives while creating operational consistency Provides initiative/business support through project intake process Provides support in the identification and execution of strategies/tactics to optimize the efficiency of the operational environment to the benefit of shareholder, customer and employees Works effectively across businesses, product partners and support groups to connect all the different business and operational strategies together, making recommendations to enhance capabilities in the contact centers and shared services groups Works with various partners / peers across product and multi-channels to develop strategic recommendations, with an eye on short, medium and long term opportunities. Prioritizes accordingly based on the needs of the business. Builds relationships with Contact Center leadership to leverage experiences/expertise and identify opportunities to further enhance the customer experience, employee experience and shareholder value across contact centers Recommends, plans and supports execution of sound, cost-effective solutions that position the Phone Channel to improve primary drivers including CEI, Sales Revenue, Customer Commitment time, Calls per hour and Average Handle Time. Leads strategic initiatives on behalf of the North American Phone Channel, leveraging best practices to address opportunities Ensures comprehensive understanding of individual lines of business within the contact centers, as well as consolidated view across businesses to identify leverage strategic opportunities and tactics that enhance business performance Works closely with internal partners (Operations, Process Improvement, Initiative Support, Compliance and Finance) to ensure alignment with recommendations put forward Manages the inter-dependencies of multiple project activities in various phases of implementation,