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 -
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

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