Collections Supervisor II - Collections & Recovery Asset Management
Company Name:
TD Bank
About TD Bank, America's Most Convenient Bank
TD Bank, America's Most Convenient Bank, is one of the 10 largest banks in the U.S., providing more than 8 million customers with a full range of retail, small business and commercial banking products and services at approximately 1,300 convenient locations throughout the Northeast, Mid-Atlantic, Metro D.C., the Carolinas and Florida. In addition, TD Bank and its subsidiaries offer customized private banking and wealth management services through TD Wealth , and vehicle financing and dealer commercial services through TD Auto Finance. TD Bank is headquartered in Cherry Hill, N.J. To learn more, visit . Find TD Bank on Facebook at and on Twitter at .
TD Bank, America's Most Convenient Bank, is a member of TD Bank Group and a subsidiary of The Toronto-Dominion Bank of Toronto, Canada, a top 10 financial services company in North America. The Toronto-Dominion Bank trades on the New York and Toronto stock exchanges under the ticker symbol TD. To learn more, visit .
Job Description o Manage a team of 5 to 18 direct reports
o Identify world-class team members through the organization of and active participation on panel interviews
o Responsible for improving direct report's job performance through coaching via the monitoring of incoming and/or outgoing recorded and live calls per assigned headcount; ensuring quality, customer service and adherence to the policies and procedures of the Collection department's performance models and operating instructions
o Review account level detail of work for designated FTE via an account browse-review process
o Deliver and facilitate performance coaching to assigned team through calibration/listening sessions, team meetings, training sessions, and peer-to-peer coaching sessions
o Complete monthly review of employee production reporting results and any pertinent scorecards
o Complete semi-annual review of employee performance results via the TD Bank P3 process
o Deliver career path assessments and coaching for direct reports; 360's, skill-set assessments, 12-block performance and potential grid, etc.
o Prepare and administer performance improvement counseling and developmental action plans
o Prepare, administer and retain all time related documentation: time sheets, tardiness, sick day, leave of absence occurrences, vacation scheduling, adjusted schedule changes, etc. Surface all pertinent information to the appropriate manager for corrective action purposes
o Approve timecards
o May participate as a team member on 1-2 Green-Belt projects; or facilitating error proofing, work balancing, brainstorming, etc sessions; or any combination of the two annually
o Identify and institute metrics through dashboards that accurately and effectively measure performance results; trend, analyze, and provide regular reporting on coaching metrics, and divisional level reporting for the purpose of assessment and agent/team improvement (as well as department improvements)
o Responsible for the execution of new-hire and employee transition procedures
o Participate in and facilitate information sharing with your manager, business partners, peers, and direct reports in a timely and efficient fashion to ensure widespread communication
Qualifications o Bachelor Degree or equivalent experience
o 1 year's coaching or training experience
o In-depth knowledge of processes and procedures of related operations areas is required.
o Strong leadership, delegation, coaching, and mentoring skills are required.
o Excellent customer service and problem/conflict resolution skills are required.
o Excellent written and verbal communications skills are required.
o Comprehensive knowledge of relevant banking rules and policies is required.
o Ability to balance competing priorities and make sound business decisions within, and outside of policy is also required.
o Effective working knowledge of Microsoft Office Word, PowerPoint and Excel
Skills Category Listening Skills -
Presentation Skills -
Customer Service -
Effective Communication -
Inclusiveness
At TD, we are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of our customers and communities in which we live in and serve, and creating an environment where every employee has the opportunity to reach her/his potential.
If you have a disability that requires an accommodation to complete the application process, please e-mail TD Bank's HR Compliance Department at . Please include your full name, contact information and details about your request within the e-mail.
EOE/Minorities/Females/Veterans/Individuals with Disabilities.
Collections Supervisor II - Collections & Recovery Asset Management
Falmouth-Maine
67845br Estimated Salary: $20 to $28 per hour based on qualifications.
TD Bank
About TD Bank, America's Most Convenient Bank
TD Bank, America's Most Convenient Bank, is one of the 10 largest banks in the U.S., providing more than 8 million customers with a full range of retail, small business and commercial banking products and services at approximately 1,300 convenient locations throughout the Northeast, Mid-Atlantic, Metro D.C., the Carolinas and Florida. In addition, TD Bank and its subsidiaries offer customized private banking and wealth management services through TD Wealth , and vehicle financing and dealer commercial services through TD Auto Finance. TD Bank is headquartered in Cherry Hill, N.J. To learn more, visit . Find TD Bank on Facebook at and on Twitter at .
TD Bank, America's Most Convenient Bank, is a member of TD Bank Group and a subsidiary of The Toronto-Dominion Bank of Toronto, Canada, a top 10 financial services company in North America. The Toronto-Dominion Bank trades on the New York and Toronto stock exchanges under the ticker symbol TD. To learn more, visit .
Job Description o Manage a team of 5 to 18 direct reports
o Identify world-class team members through the organization of and active participation on panel interviews
o Responsible for improving direct report's job performance through coaching via the monitoring of incoming and/or outgoing recorded and live calls per assigned headcount; ensuring quality, customer service and adherence to the policies and procedures of the Collection department's performance models and operating instructions
o Review account level detail of work for designated FTE via an account browse-review process
o Deliver and facilitate performance coaching to assigned team through calibration/listening sessions, team meetings, training sessions, and peer-to-peer coaching sessions
o Complete monthly review of employee production reporting results and any pertinent scorecards
o Complete semi-annual review of employee performance results via the TD Bank P3 process
o Deliver career path assessments and coaching for direct reports; 360's, skill-set assessments, 12-block performance and potential grid, etc.
o Prepare and administer performance improvement counseling and developmental action plans
o Prepare, administer and retain all time related documentation: time sheets, tardiness, sick day, leave of absence occurrences, vacation scheduling, adjusted schedule changes, etc. Surface all pertinent information to the appropriate manager for corrective action purposes
o Approve timecards
o May participate as a team member on 1-2 Green-Belt projects; or facilitating error proofing, work balancing, brainstorming, etc sessions; or any combination of the two annually
o Identify and institute metrics through dashboards that accurately and effectively measure performance results; trend, analyze, and provide regular reporting on coaching metrics, and divisional level reporting for the purpose of assessment and agent/team improvement (as well as department improvements)
o Responsible for the execution of new-hire and employee transition procedures
o Participate in and facilitate information sharing with your manager, business partners, peers, and direct reports in a timely and efficient fashion to ensure widespread communication
Qualifications o Bachelor Degree or equivalent experience
o 1 year's coaching or training experience
o In-depth knowledge of processes and procedures of related operations areas is required.
o Strong leadership, delegation, coaching, and mentoring skills are required.
o Excellent customer service and problem/conflict resolution skills are required.
o Excellent written and verbal communications skills are required.
o Comprehensive knowledge of relevant banking rules and policies is required.
o Ability to balance competing priorities and make sound business decisions within, and outside of policy is also required.
o Effective working knowledge of Microsoft Office Word, PowerPoint and Excel
Skills Category Listening Skills -
Presentation Skills -
Customer Service -
Effective Communication -
Inclusiveness
At TD, we are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of our customers and communities in which we live in and serve, and creating an environment where every employee has the opportunity to reach her/his potential.
If you have a disability that requires an accommodation to complete the application process, please e-mail TD Bank's HR Compliance Department at . Please include your full name, contact information and details about your request within the e-mail.
EOE/Minorities/Females/Veterans/Individuals with Disabilities.
Collections Supervisor II - Collections & Recovery Asset Management
Falmouth-Maine
67845br Estimated Salary: $20 to $28 per hour based on qualifications.
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