Business Management Program Manager

Work Location: New York, New York, United States of America

About the Role

At TD Bank US Compliance, we're on a mission to build a more resilient and scalable compliance risk management function. As part of our team, you'll play a key role in reshaping compliance structures and processes, driving innovation at every level. This role leads coordination efforts within a large and/or complex, and diverse 2nd line of defense compliance function for an area of significant risk, complexity, or scope, ensuring an integrated approach with other business management areas, the broader organization, and the enterprise.

The Business Management Program Manager provides advice, support, and objective guidance to the assigned portfolio, business, or function on the development and maintenance of all aspects of Compliance/Center of Excellence programs in line with the Bank's risk philosophy and strategic direction. This role drives infrastructure, governance, and operational excellence for the Fair and Responsible Banking Complaints team through strong program management and strategic enablement.

The position establishes and maintains a PMO governance framework to ensure effective prioritization, execution, and tracking of key initiatives while supporting day-to-day operations through structured meeting cadences, resource planning, and workflow optimization. The role also leads regulatory exam and audit support activities, including coordination of data requests, issue remediation tracking, and preparation of status reporting for leadership. Additionally, it oversees the maintenance of policies, procedures, and governance documentation, ensuring alignment with evolving regulatory expectations and organizational standards.

Responsibilities

• Lead strategic and operational planning efforts, facilitating cross-functional collaboration to define priorities, manage dependencies, and align resources to business objectives.
• Support executive communication and decision-making through the development of dashboards, reporting, business cases, and briefing materials.
• Drive change management and operational readiness for key initiatives.
• Provide oversight of vendor performance, budget planning, and KPI development.
• Establish governance structures such as steering committees and decision forums to ensure strong stakeholder alignment and effective execution across the Complaints function.
• Develop, communicate, and implement a holistic strategy for the business management function in support of and integrated with the overall business strategy.
• Oversee and manage work activities that may require alignment across multiple areas.
• Lead the team in the development and/or integrated implementation of policies, processes, procedures, and changes across multiple functional areas.
• Act as a strategic partner by leading relationships with key enterprise partners and interfacing with respective leadership teams to manage the business management area and clarify scope of accountabilities.
• Ensure an integrated and aggregated view of all related activities across the overall function, providing escalations, recommendations, and decision support to leadership.
• Forecast programs/initiatives and demand, and coordinate prioritization of the portfolio with key stakeholders.
• Provide functional/business-level communications to ensure messages to stakeholders and employees are consistent, appropriate, and aligned to business strategies.
• Ensure team adherence to enterprise frameworks and methodologies related to business management activities.
• Lead relationships with corporate and/or control functions to ensure alignment with enterprise and/or regulatory requirements.
• Support the team in staying knowledgeable on emerging issues, trends, and evolving regulatory requirements and assess potential impacts to the Bank.
• Assess and identify key issues and escalate to appropriate levels and relevant stakeholders.
• Maintain a culture of risk management and control, supported by effective processes and sound infrastructure in alignment with risk appetite.
• Identify, mitigate, and report on risk issues per enterprise policy/guidelines and ensure appropriate escalation processes are followed.
• Ensure business operations are in compliance with applicable internal and external requirements (e.g., financial controls, segregation of duties, transaction approvals, and physical control of assets).
• Work closely with key business leaders to optimize resources and leverage TD’s operating model to maximize efficiency, effectiveness, and scale.
• Lead or contribute to cross-functional/enterprise initiatives as an organizational or subject matter expert.
• Manage oversight processes, risk-based identification, and monitoring of related risks and regulatory compliance across the supported functions, ensuring key controls and processes are effectively managed.
• Oversee or lead the facilitation and/or implementation of action/remediation plans to address performance, risk, or governance issues.
• Responsible for the management of the overall team(s), providing both leadership and guidance.
• Set targets and objectives for the team and deliver results.
• Grow team expertise to align with enterprise demand and the Bank’s direction; assess team skills and capabilities and continually look for ways to enhance value delivered.
• Foster an environment/culture that encourages productivity, innovation, process improvement, teamwork, and a high level of professionalism.

Requirements

• Undergraduate degree.
• 7+ years of relevant experience.

Skills

• Program and project management (PMO governance, scope/schedule management, milestone tracking, RAID logs, prioritization models).
• Strategic and operational planning (facilitation of planning sessions, goal setting, dependency mapping, operating plans, OKR/KPI alignment).
• Presentation development and executive communications (briefing decks, narrative building, concise status reporting, tailoring content for senior leadership and regulators).
• Proposal and business case development (options analysis, cost-benefit/ROI, risk assessment and mitigation, implementation roadmaps).
• Business process analysis and continuous improvement (process mapping, workflow analysis, root cause analysis, requirements gathering, controls-aware process design).
• Governance and compliance operations (operating rhythm/cadence management, committee charters, RACI, policy/procedure documentation, issue management and remediation tracking).
• Regulatory exam and audit support (evidence collection, response coordination, data/document request management, meeting logistics, remediation reporting).
• Resource and capacity management (workload distribution analysis, staffing models, utilization tracking, bottleneck identification).
• Financial management (budget planning, forecast vs. actuals, vendor spend/burn tracking, KPI-based performance reporting).
• Vendor management and sourcing (RFPs, SOW development, SLA/KPI frameworks, deliverable inspection and performance management).
• Reporting and dashboarding (defining metrics, building recurring reporting packages, maintaining planning frameworks and progress dashboards).
• Knowledge management (central repositories, governance artifacts, job aids, maintaining intranet/landing pages).
• Stakeholder management and influence (partnering across front line, compliance, leadership; driving alignment without direct authority).
• Facilitation and meeting leadership (running structured sessions, capturing decisions/action items, ensuring follow-through).
• Analytical judgment and problem solving (turning ambiguity into clear plans, trade-offs, and recommendations).
• Attention to detail and quality control (accuracy in reporting, documentation, audit/regulatory artifacts).
• Execution and prioritization under tight timelines (managing competing demands, maintaining momentum and cadence).
• Change management mindset (operational readiness, communications planning, adoption support).

Desired Skills and Experience

• Demonstrated expertise in business analyses, strategic and operational planning, project management in complex and regulated environments.
• Demonstrated experience developing leadership presentation decks and business/resource proposals with a strategic narrative under tight timelines. Requires advanced PowerPoint skills with demonstrated expertise developing executive-level presentations.
• Demonstrated experience in financial planning, budget formulation and execution, and performance reporting.
• Demonstrated experience conducting business analysis studies with the goal of identifying and implementing solutions to streamline processes through automation, systems implementation, workflow optimization, and optimizing human capital.
• Demonstrated experience leading and coordinating RFP processes, developing statements of work (SOW), performance management of vendors using SLA frameworks, KPIs, deliverable inspection review criteria, etc.

Pay

$91,000 - $145,600 USD

Schedule

40 hours per week