Product Manager - Merchant Solutions

Work Location:

Toronto, Ontario, Canada

Hours:

37.5

Line of Business:

Product Management

Pay Details:

$96,900 - $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:

This role is an integral part of the Assist Me in Servicing and Maintaining my Account POD within the Run My Merchant Business Journey (RMMBJ) for TD Merchant Solutions. This team owns the end-to-end service roadmap for our TD Merchants – from back-office fulfillment and account maintenance through to the delivery, installation, and inventory management of our POS devices.

Reporting to the Senior Manager, Assisted Servicing, the Product Manager will be responsible for managing and developing service capabilities and achieve associated OKRs under the Assisted Servicing portfolio with specific focus on developing, documenting and operationalizing the strategy and requirements of the Merchant Lifecycle Relationship for the Servicing model. 

Key accountabilities include, but are not limited to:

• Business leadership role on Assisted Servicing initiatives, ensuring alignment to the Simple and Effective Servicing Roadmap and Target Operating Model
• Lead discovery and identify requirements for the future state of servicing operational model
• Design end-to-end process for Customer Care, Performance Management and Escalations including requirements for reporting and feedback loop
• Develop and implement products/policies and procedures in such a way that it enhances the end-to-end customer experience (including training, enhancement and irritant reduction) while achieving business objectives
• Act as Subject Matter Expert for product-related inquiries
• Lead and facilitate problem solving sessions with partners and vendors
• Collaboration with internal and external business partners on go-forward strategies for leveraging/enhancing Servicing capabilities.
• Participate in the day-to-day management of the product(s), identifying and implementing product features and enhancements, providing business case support of recommendations and assisting in the strategic development of initiatives
• Develop and maintain a robust understanding of the regulatory requirements related to Merchant Solutions servicing products and processes
• Ensure timely notification and escalation of possible issues/problems while assessing options and recommendations for prompt resolution.
• Build and maintain positive working relationships by effectively communicating and regularly sharing information, learnings, and knowledge with internal and external business partners to make it easier to deliver legendary service and reduce friction for our merchants.
• Contribute to a positive work environment by embracing diversity and supporting and proudly representing TD in the community.

Job Requirements

• Payments industry (Acquiring or Issuing) experience preferred
• Strong time-management, organizational and prioritization skills to manage multiple initiatives in a fast-paced environment.
• Business acumen: strategic thinking, business process development, analytical and problem-solving skills. 
• Thought leadership to navigate the Servicing landscape and the implications for TD merchants and colleagues.
• Experience interacting with various business & technology partners, both at the working team and leadership levels.
• Demonstrated ability to work collaboratively and effectively lead diverse teams.
• Proven interpersonal and relationship management skills, detail-oriented with the ability to follow up on items or determine appropriate steps for timely resolution.
• Strong verbal/written communication and facilitation skills, adapting style and technique to a diverse audience.
• Experience with presenting and sharing recommendations to senior management and executives.
• An understanding of TD Scaled Agile (TDSA) preferred

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