JOSEPH L. MORRA
2085 Lotties Creek Road, Burnsville,NC
Summary
Senior management professional, bringing strategic leadership and operational excellence to drive organizational success. Skilled in project management, team collaboration, and process optimization with keen focus on achieving results. Adept at navigating complex challenges, fostering culture of accountability, and adapting to evolving business needs. Known for strong decision-making, effective communication, and building high-performing teams.
Overview
21
21
years of professional experience
Work History
Sr. Mgr, HR Program Delivery - Business Assurance
TD Bank
03.2025 - Current
- Oversees and leads a highly complex, and diverse function for an area of significant risk, complexity, or scope.
- Strategic partner to leadership team on the management of the portfolio and financials, with deep industry, external/internal, enterprise knowledge, recognizing and anticipating emerging trends and identifying operational efficiencies and opportunities with other business management/enterprise areas.
- Facilitates key strategic discussions and provides thought leadership to executive audience (output may include strategic roadmap and/or deliverables/frameworks/short to long term goals, etc.)
- Sets operational team direction and collaborates with others to execute on common goals.
- Oversees the execution of annual specialized HR processes and ongoing evaluation of organizational programs, methods, and processes to ensure that design aligns with the purpose, values and strategies of the organization.
- Liaises with other subject matter experts, internally and externally, to understand and interpret applicable legislation/regulations relating to program administration.
- Oversees all program administration activities, ensuring coordination of changes, monitoring the effectiveness, timeliness, and accuracy of program delivery.
- Coordinates department compliance with overall division guidelines as well as regulatory agencies.
- Identifies key metrics and criteria for success and ensures appropriate reporting mechanisms are established and implemented.
- Provides operational leadership for the effective management of organization-wide programming, developing, and implementing best-in-class solutions that are scalable in support of organization and business partner goals.
- Responsible to ensure effective communication to employees and leaders on operational policies, programs, processes, and standards as well as improving work processes and finding efficiencies through new initiatives and other changes for continuous improvement.
Effectiveness Manager - HR Advice Channel
TD Bank
06.2018 - 03.2025
- Responsible for preparing executive summary and communications to business leadership.
- Created and drove insights from analytics as lead role compiling regulatory, SET, and internal HR Advice Reporting.
- Supported colleagues through transition to more virtual and hybrid working model while managing colleague experience and ongoing health and safety protocols.
- Maintained culture of risk management and control, supported by effective processes and sound infrastructure to achieve balance of risk mitigation that is expected within TD.
- Provided regular and relevant management information on trends / issues and potential opportunities.
- Monitored case management database and provides input into executive level reporting to identify trends to ensure awareness across organization and stakeholders are kept informed of trends affecting their business or area of oversight.
- Identified and escalated issues having broad corporate implications / risks.
- Coordinated with senior leadership and handles managerial needs by implementing fresh solutions into business strategies.
- Reduced process gaps while supervising employees to achieve optimal productivity.
- Automated department operations while managing correspondence, record tracking and data communications.
- Followed programs closely to assess effectiveness and make proactive changes to meet changing demands.
- Collaborated with cross-functional departments to create, manage and maintain reporting.
- Main contact for HRBPs for intake of new business initiatives and other business specific projects.
- Led HR Advice Channel in large scale change management initiatives/activities internal to department.
- Supported process improvements/efficiencies.
- Supported Senior Manager in large scale change management initiatives/activities internal to department (i.e. IVR/Help desk changes/upgrades).
- Acted as backup for Senior Manager as needed.
- On-boarded and mentored of new Advice Partners (set up/training/SOP'S).
- Demonstrated a high level of initiative and creativity while tackling difficult tasks
Quality Assurance Analyst II - US Bankcard
TD Bank
10.2017 - 06.2018
- Ensured contact center representatives are consistently adhering to company policies and guidelines.
- Recommended design changes to improve call monitoring formats and quality standards as identified through monitoring and trend analysis.
- Performed call monitoring and provides trend data to management team.
- Defined, developed and implemented quality monitoring system to compile and track performance at functional area level.
- Identified areas of improvement and recommend training or change to work process and procedures.
- Participated in client listening programs to identify and ensure needs and expectations were met.
- Coordinated and facilitated call calibration sessions for our vendor and internal stakeholders.
- Analyzed and prepared call quality reports for department leadership.
- Responsible for assessing the training & policy impacts for all US Bankcard projects.
- Created job aides and training material leveraged by our vendor to train contact center staff.
- Collaborated with vendor leadership to rewrite US Bankcard new hire training.
- Wrote, edited and updated project manuals and technical documentation used by quality assurance team.
Vice President of Quality & Education
ChartSpan Medical Technologies
09.2016 - 06.2017
- Created and analyzed quality assurance for 100 team members.
- Developed focused coaching and action plans based on assessment of team members.
- Monitored, coached & recommended performance improvement initiatives based on trends found through QA.
- Effectively managed team of QA Analysts while conducting 200 audits weekly.
- Prepared and delivered reports to executive leadership team.
- Designed and implemented clinical curriculum for ChartSpan University both onsite and through digital Learning Management System.
- Designed and implemented non-clinical curriculum for ChartSpan University both onsite and through digital Learning Management System.
- Provided ongoing education and new-hire training for Account Executives and Clinical Staff,
- Designed and deployed continuing education to existing support center personnel both onsite and through digital Learning Management System.
- Worked with Educational Officers at STARTEK who are providing clinical support services for ChartSpan to ensure continuity of continuing education and new-hire training at all offsite locations
- Partnered with Director Human Resources and VP of Support Center Operations to develop and implement structured recruitment and hiring process for clinical support personnel.
- Presented ongoing reports to executive management team regarding education and initiatives for both onsite and offsite education and training operations.
- Worked with development and product design team in research, design and implementation of current and future product features across continuum of ChartSpan platforms as they relate to training and education.
HR Contact Center Team Manager
TD Bank
08.2014 - 08.2016
- Instrumental in building a brand new department within supporting 30,000 employees.
- Carefully developed comprehensive five week training program tying all aspects back to legendary experiences.
- Managed all projects for the team making sure that end to end process were achieved.
- Oversaw day to day management and people leadership of 20 employees.
- Responsible for managing, coaching and leading team to meet all service deliverables while ensuring an environment of care and individual development.
- Ensured prompt and thorough resolution of issues and made improvements.
- Proposed and implemented process and productivity improvements.
- Informed Senior Leadership about status of projects and it's impact to day to day operations.
- Assisted in management and planning of FTE resources while selecting top talent.
- Focused on team member development and succession planning.
HR Trainer II
TD Bank
10.2004 - 08.2014
- Collaborated with learning consultants as subject matter expert to enhance various courses.
- Developed relationships across numerous lines of business as subject matter expert.
- Continually coached and mentored new hire banking specialists to attain excellence in sales, Customer commitment time, and CWI standards.
- Trained effectively over 5000 new hire employees to be successful Tellers, Customer Service, and Banking Specialists.
- Mentored two employees for Contact Center's Employee Development Program.
- Motivated and inspired new hire employees by delivering their first day orientation class.
- Delivered Train the Trainer workshops to entry level and senior management team members.
- Facilitated courses that enhanced and developed organizational leadership skills.
- Evaluated and adjusted continuously delivery of course material to increase learner retention and overall success.
- Chosen as a mentor to evaluate, coach, and provide feedback to team members to attain excellence.
- Evaluated effectiveness of training programs and recommended improvements to upper management.
- Organized and edited training manuals, multimedia visual aids and other educational materials.
Education
Bachelor of Arts - Music & Elementary Education
Lycoming College
1999
Skills
- Policy Improvement Recommendations
- Regulatory Compliance
- Program Trend Analysis & Modification
- Health and Safety Programs
- Statistical Data Analysis
- Performance Optimization
- Human Resources Operations Management
- Leadership Training and Development
- Data and Trends Analysis
- Coaching and Mentoring
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Sr. Mgr, HR Program Delivery - Business Assurance
TD Bank
03.2025 - Current
Effectiveness Manager - HR Advice Channel
TD Bank
06.2018 - 03.2025
Quality Assurance Analyst II - US Bankcard
TD Bank
10.2017 - 06.2018
Vice President of Quality & Education
ChartSpan Medical Technologies
09.2016 - 06.2017
HR Contact Center Team Manager
TD Bank
08.2014 - 08.2016
HR Trainer II
TD Bank
10.2004 - 08.2014
Bachelor of Arts - Music & Elementary Education
Lycoming College