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Bank Operations Command Center Manager I

Expired Job

TD Bank Group Mount Laurel , NJ 08054

Posted 3 months ago

Company Overview

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

Department Overview

Building a World-Class, Diverse and Inclusive Technology Team

We can't afford to be boring. Neither can you. The scale and scope of what TD does may surprise you. The rapid pace of change makes it a business imperative for us to be smart and open-minded in the way we think about technology. TD's technology and business teams become more intertwined as new opportunities present themselves. This new era in banking does not equal boring. Not at TD, anyway.

Job Description

The Bank Operations Command Center Manager I is responsible for oversight and monitoring for critical events that would disrupt the normal flow of business operations. The Bank Operations Command Center Manager I will work closely with a staff consisting of Business Activity Monitors and Operations Analysts to perform all required functions of the area. The Bank Operations Command Center Manager I will have a keen focus on driving the Incident Management process in particular and will essentially take ownership of the process from a business perspective and partner with Technology Incident Managers to drive to resolution, real time business impacting events affecting the AMCB footprint.

The Bank Operations Command Center Manager I will actively engage and provide oversight of post incident review activities on behalf of the business in an effort to avoid future impacting events. Also, will provide effective

communication to business leaders and act as a liaison between the business and Technology in an effort to minimize impacting events causing potential financial and reputational risk to the bank. The Bank Operations Command Center Manager I will partner closely with the Enterprise Business Continuity and Crisis Management team and the business Operational Incident Management team to facilitate communication and guidance during major impacting events such as weather related issues impacting segments of our AMCB footprint.

  • Develops, drives, manages and maintains the formal Business Incident Management process and associated procedures inclusive of active engagement protocol, escalation and notification, post incident review and follow up with business leaders.

  • Partners with Business Leaders and Technology to establish and assume formal ownership of the Business Incident Management process.

  • Owns and actively drives real time incidents on behalf of the business inclusive of partnering with designated Technology Incident Manager to reach resolution as well as all post incident review activities.

  • Serves as key liaison between the Business and Technology on Customer impacting issues/events.

  • Works closely with the internal Business Continuity team as well as Enterprise Business Continuity and Crisis Management (EBCCM) to ensure the formal Business Incident Management process is consistent with existing Enterprise standards.

  • Monitors the effectiveness of the Business Incident Management process and makes recommendations for improvement to Senior Leadership.

  • Actively participates in Change Review meetings to ensure awareness of planned change activities to assess and articulates the risk of potential impact to the business as a result of those activities.

  • Drives the efficiency and effectiveness of the overall Business Incident Management process.

  • Produces management information inclusive of KPI's and reports.

  • Works closely with the Bank Operations Command Center (BOCC) staff to ensure continuous process improvement of proactive monitoring capabilities by incorporating lessons learned from Post incident Review activities.

  • Provides 24/7 support for business impacting incidents.

  • Provides direction and coaching to BOCC staff engaged in active Incident Management scenarios.

  • Establishes regular status communications periodically throughout the business day.

  • Utilizes analysis of exception activities to determine trends and improvements. Engages as appropriate other areas of the business to either implement process improvements and/or technology solutions uncovered during the PIR exercise.

  • Establishes/maintains relationships with LOBs across all areas of the Bank to be kept informed of any activities that could impact Bank Operations.


  • Bachelor's degree or equivalent experience preferred

  • 5+ years related experience required

  • Proven successful management experience in an Operational environment

  • Proven organizational planning, analytical and decision-making skills

  • Proven strategic planning, leadership, delegation, coaching and mentoring skills

  • Expert knowledge and understanding of Bank Operations, department policies, procedures, products, services, systems and applications.

  • Proven experience in developing new policies, procedures and methods in response to, and in anticipation of, changes in the business and regulatory environment

  • Ability to think and plan both strategically and tactically moving through both fluidly

  • Proven ability to build and support strong collaborative businesstobusiness relationships with experience in lateral

  • Management and persuasive skills capable of delivering results through a position of influence not authority

  • Proven ability to succeed in a fast pace metrics driven environment.

  • Proven ability to interact with all levels of internal and external Customers.

  • Proven ability to meet and exceed Customer expectations.

  • Proven ability to make sound judgments in decision making process.

  • Ability to perform multiple tasks in a fast-paced dynamic environment.


Preferred Qualifications - Here are the preferred qualifications for this role:

  • Ability to work on-call hours when necessary


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 are a candidate with a disability and need an accommodation to complete the application process, email the TD Bank US Workplace Accommodations Program at . Include your full name, best way to reach you, and the accommodation needed to assist you with the application process.

EOE/Minorities/Females/Veterans/Individuals with Disabilities/Sexual Orientation/Gender Identity.

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Bank Operations Command Center Manager I

Expired Job

TD Bank Group