Work Location:

Markham, Ontario, Canada

Hours:

37.5

Line of Business:

TD General

Pay Details:

$91,200 - $136,800 CAD

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 Description:

Department Overview

It is our high-performance teams who create a passion for the customer and employee experience and make Customer Assistance a great place to work. Customer Assistance group (formerly Canadian Collections & Recovery) is a Centre of Excellence responsible for the collection and recovery efforts for all retail products in Canada. Together, we build Customer Loyalty by helping our Customers solve their financial problems.

Vendor Management Group - an integral part of the Specialized Customer Assistance team within Customer Assistance is responsible for maximizing the collection and recovery of Canadian credit products by creating customer-centric solutions, leveraging external vendors to support our business goals and ensure relationships are continuously optimized and providing strategic value. The department consists of two distinct businesses:

Vendor Management - Dedicated to providing the various Lines of Businesses within Customer Assistance with relationship management support to optimize sustainable value from its third party relationships by controlling costs, driving service excellence & mitigating risks in a consistent manner.

Agency Management - Dedicated to maximizing the collection and recovery efforts of Debt Collection Agency service providers who work on behalf of Customer Assistance. The team is accountable for strategic vision, performance management, work plan optimization, quality assurance and customer experience

Job Description

Reporting to the Senior Manager, Customer Assistance Vendor Management, the successful candidate will drive best in class vendor management and governance through all stages of the agreement lifecycle, in alignment with relevant TD frameworks/methodologies and in support of business and enterprise objectives.

• Manage strategic vendor relationships that span across difference services areas, are significant in scope, varying in complexity and criticality.

• Facilitate the management of enterprise vendor(s)

• Facilitate the management of third party risk management assessments and related processes across various risk domains (Technology, Compliance, Privacy, etc.) on behalf of Customer Assistance

• Ensure risk assessment processes are well coordinated and effectively identify appropriate level of third party risk to support the needs of various stakeholders across the Customer Assistance organization

• Manage vendor relationships to the business' strategic goals and objectives, understanding and reconciling competing priorities and evolving business requirements as required

• Evaluate vendor performance and ensure the prompt and thorough resolution or escalation of performance issues, understanding/managing risks associated with customer facing/impacting vendors

• Develop and maintain effective relationships with internal TD colleagues and vendors to ensure business priorities requirements are clearly understood and met, and objectives are aligned

• Provide advice and guidance to business partners as appropriate regarding VM best-practices to optimize and secure value from third-party relationships

• Represent the needs of the business and actively participate in contract negotiations and vendor management governance meetings

• Applies organizational change management principles and practices to effectively manage stakeholder and vendor expectations, anticipating down-stream impacts and plan accordingly to minimize disruption (e.g. during vendor transition; on-boarding/off-boarding)

• Engage business partners to ensure active participation on vendor governance and oversight, ensuring roles and responsibilities are clearly defined

• Develop and retain in-depth knowledge and expertise of market place and industry developments pertaining to vendor relationship, category and business requirements

• Ultimately responsible for delivery of effective vendor relationship; including service/product delivery, VM governance, performance management, and continuous improvement initiatives

• Lead the implementation of action/remediation plans to address performance/risk/governance issues

Job Requirements

• Prior vendor management or equivalent experiences
• Understanding and knowledge of Master Services Agreements, Statements of Work, and Service Level Agreements, and their commercial implications to the business in order to effectively manage vendor agreement(s) and relationship(s) – MUST HAVE
• Experienced in communicating with senior executives at TD and vendor organizations – MUST HAVE
• Experienced executor, able to navigate the organization to effectively get things done – MUST HAVE
• Strong knowledge of the Vendor Management function and operations, with a proven track record of driving benefits and positive impact with large, complex vendor relationships
• Skilled at absorbing steady streams of information (both financial and non-financial), synthesize key insights or issues and communicate findings in a concise and compelling fashion
• Proficient knowledge of Vendor Management and/or Third Party Risk Management (TPRM) principles, TD and industry standards and methodologies, and organizational practices
• Effective influencer, partner and collaborator, willing to bridge across different teams and functions to deliver quality results
• Thought leader and strategic thinker, with a future-focused mindset on how to drive the business forward
• Ability to function effectively in a fast-paced, multi-faceted environment often working independently with minimum supervision.
• Effective and confident negotiation ability when dealing with vendors
• Results oriented and possesses excellent analytical skills to help identify vendor related cost savings and process improvements to drive and maximize vendor value
• Comfortable working in ambiguous and changing circumstances, able to handle complex situations independently and determine what issues require escalation, what to resolve and how to make suggestions for improvement
• Business acumen to identify opportunities and develop commercially beneficial relationships

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 a base salary, variable compensation, and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off, banking benefits and discounts, career development, and reward and recognition programs. Learn more

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.

Please be advised that this job opportunity is subject to provincial regulation for employment purposes. It is imperative to acknowledge that each province or territory within the jurisdiction of Canada may have its own set of regulations, requirements.

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
Your accessibility is important to us. Please let us know if you’d like accommodations (including accessible meeting rooms, captioning for virtual interviews, etc.) to help us remove barriers so that you can participate throughout the interview process.

We look forward to hearing from you!

Language Requirement (Quebec only):

Sans Objet