Work Location:New York, New York, United States of America
Hours:40
Pay Details:$91,000 - $145,600 USD
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.
Line of Business:Business Management, Strategy & Support
Job Description:The Business Management Program Manager 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 usually involving medium to long term planning, ensuring an integrated approach with other business management areas, broader organization, and enterprise as appropriate. This role provides advice, support and objective guidance to assigned portfolio, business or function on 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 is responsible for driving 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.
This role leads strategic and operational planning efforts, facilitating cross-functional collaboration to define priorities, manage dependencies, and align resources to business objectives. It supports executive communication and decision-making through the development of dashboards, reporting, business cases, and briefing materials, while also driving change management and operational readiness for key initiatives. The position further provides oversight of vendor performance, budget planning, and KPI development, and establishes governance structures such as steering committees and decision forums to ensure strong stakeholder alignment and effective execution across the Complaints function.
Top skills needed for this role- 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)
The above details are specific to the role which is outlined in the general description below. Please review Desired Skills & Experience below as you consider this opportunity. Job Summary:
The Manager Business Management leads and manages a medium to large business management team or a diverse function in an area of moderate risk, complexity or scope usually involving short to medium term planning, ensuring an integrated approach with other business management areas, broader organization, and enterprise as appropriate
Depth & Scope:- Leads and manages a significant business management functional area and overall operation of a diverse group in an area of moderate risk, complexity or scope
- Ensures an integrated approach with other business management areas, broader organization, and enterprise as appropriate
- Deep knowledge and understanding of businesses / technology, and organizational practices/ disciplines
- Sound to advanced knowledge of external competition, industry and/or market trends in relation to own function / business
- Focuses on short to medium-term issues (e.g. 6-12 months)
Education & Experience: - Undergraduate degree
- 7+ years relevant experience
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.
Customer Accountabilities:- Develops, communicates and implements a holistic strategy for own specific business management function in support of and integrated with the overall business strategy
- Oversees / leads / manages and plans a work activities that may require alignment across multiple areas
- Leads the team in the development and/or integrated implementation of policies / processes / procedures / changes across multiple functional areas
- Leads partner to management and respective teams for area of specialization with industry, external and internal, enterprise and business awareness; recognizing and anticipating emerging trends and; identifying issues and opportunities and recommending action to senior management
- Acts as a strategic partner by leading relationships with key enterprise partners and interfacing with respective leadership team to effectively manage own business management area and clarify scope of accountabilities while influencing and aligning others as needed
- Ensures an integrated and aggregated view of all related activities across the overall function providing escalations, recommendations, and decision support to leadership.
- Forecasts programs / initiatives and demand, and coordinate prioritization of the portfolio/ initiatives with key stakeholders
- Provides functional / business level communications to ensure messages to stakeholders and/or employees are consistent, appropriate and aligned to business strategies and executive management direction
Shareholder Accountabilities:- Ensures team adheres to enterprise frameworks and methodologies related to overall business management activities
- Leads relationships with corporate and/or control functions to ensure alignment with enterprise and/or regulatory requirements
- Supports team in staying knowledgeable on emerging issues, trends, and evolving regulatory requirements and assess potential impacts to the Bank
- Assesses / identifies key issues and escalate to appropriate levels and relevant stakeholders and business management where required
- Maintains a culture of risk management and control, supported by effective processes and sound infrastructure an in alignment with risk appetite
- Identifies, mitigates and reports on risk issues per enterprise policy / guidelines and ensure appropriate escalation processes are followed
- Ensures 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).
- Works closely with key business leaders to optimize TDBGs resources and leverage TDs operating model to maximize efficiency, effectiveness and scale
- Leads or contributes to cross-functional / enterprise initiatives as an organizational or subject matter expert helping to identify risk / provide guidance for complex situations
- May lead relevant governance meetings or committees and related deliverables / outcomes representing the business on governance and control issues
- Manages oversight process, risk-based identification and monitoring of related risks and regulatory compliance across the supported functions, while ensuring key controls and processes are effectively managed
- Oversees or leads the facilitation and/or implementation of action/remediation plans to address performance/risk/governance issues
Employee/Team Accountabilities:- Responsible for management of the overall team(s) providing both leadership and guidance
- Sets targets and objectives for the team, and deliver results
- Grows team expertise to align with enterprise demand and the Bank's direction; assess team skills and capabilities and continually look for ways to provide and enhance the value delivered
- Fosters an environment / culture that encourages productivity, innovation, process improvement, teamwork and a high level of professionalism
- Co-ordinates necessary resources to ensure completion by deadlines
- Provides coaching, development, succession, recruitment, resource management and overall team leadership for team members and provide regular input into team members assessment of performance and development plans
- Prioritizes and manages own workload in order to deliver quality results and meet timelines
- Supports a positive work environment that promotes service to the business, quality, innovation and teamwork and ensure timely communication of issues/ points of interest
- Identifies and recommend opportunities to enhance productivity, effectiveness and operational efficiency
- Establishes effective relationships across multiple business and technology partners, program and project managers
- Participates in knowledge transfer within the team and business units
Physical Requirements:Never: 0%; Occasional: 1-33%; Frequent: 34-66%; Continuous: 67-100%
- Domestic Travel - Occasional
- International Travel - Never
- Performing sedentary work - Continuous
- Performing multiple tasks - Continuous
- Operating standard office equipment - Continuous
- Responding quickly to sounds - Occasional
- Sitting - Continuous
- Standing - Occasional
- Walking - Occasional
- Moving safely in confined spaces - Occasional
- Lifting/Carrying (under 25 lbs.) - Occasional
- Lifting/Carrying (over 25 lbs.) - Never
- Squatting - Occasional
- Bending - Occasional
- Kneeling - Never
- Crawling - Never
- Climbing - Never
- Reaching overhead - Never
- Reaching forward - Occasional
- Pushing - Never
- Pulling - Never
- Twisting - Never
- Concentrating for long periods of time - Continuous
- Applying common sense to deal with problems involving standardized situations - Continuous
- Reading, writing and comprehending instructions - Continuous
- Adding, subtracting, multiplying and dividing - Continuous
The above statements are intended to describe the ge
