Summary
Overview
Work History
Skills
Affiliations
Timeline
Generic

NICOLE WADLINGER

Collingswood,NJ

Summary

Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach, customer-centric mindset. and commitment to excellence.

Overview

29
29
years of professional experience

Work History

SVP, Head of Customer Advocacy

TD Bank
03.2023 - Current
  • Responsible for the vision and leadership throughout TD Bank, NA and TD USA by acting as the owner of Customer Complaint Management and Customer Experience strategy, development and execution.
  • Influenced customer complaint resolution decisions across all business lines to ensure Regulatory compliance and informs the CEO and Board accordingly.
  • Provided senior executives and senior business leaders with necessary problem resolution strategies and collaborates with executive leadership to create proactive strategies to improve customer experience solving more than 275 irritants.
  • Championed innovation by encouraging cross-functional teams to pursue creative solutions to complex challenges.
  • Partner with Data & Analytics teams to deliver a purpose-built data and action foundation relative to measuring customer complaints and analyzing trends for more than 100,000 complaints identified monthly.
  • Identified opportunities to improve business process flows and productivity.
  • Creates, tracks and interprets analytics behind activity related to the customer experience for the bank gathering data at the source related to customer experience, complaints and issues.
  • Developed measurement tools, dashboards, and reports to track key performance metrics on adoption and effectiveness of initiatives.
  • Influence organizational change initiatives that result in significant improvements in workplace efficiency and employee satisfaction.
  • Established a culture of continuous improvement, leading by example to drive operational excellence across the organization.
  • Developed and executed strategic initiatives to deliver improved customer experiences resulting in business growth and value.
  • Leading a team of more than 60.

SVP, Head of Consumer Bank Risk Management

TD Bank
07.2020 - 03.2023
  • Responsible for leading, guiding, managing, governing and/or overseeing the efforts of the Consumer business in the following core areas: Risk Culture; Risk & Control Activities; Change Initiatives; Governance, Issues Management & Reporting; People & Capability; and Tools & Technology to ensure the consumer bank business has adequately considered, managed and mitigated the risks in day-to-day activities, operations, products and services, and is operating within risk appetite.
  • Acted as the point of contact for Operational Risk, Enterprise Risk, Compliance, Internal Audit and Regulators.
  • Provide management and key stakeholders with into insights into the business and industry landscape to enable effective oversight.
  • Identified, assessed and developed risk mitigation strategies to manage current and emerging risk exposure across all risk categories as outlined by the Enterprise Risk Framework.
  • Supported the business in the design, implementation and sustainment of controls within key processes and procedure.
  • Provided advice and facilitated discussions with management and key stakeholders on relevant internal and external considerations.
  • Led or contributed to various activities to monitor and report on the overall control environment including various management self-assessments, Monthly Operating Review reports, Board level reports, Risk Council presentations and other supporting reporting activities.
  • Identified, mitigated and reported on more than 300 risk and control issues (including self-identified, compliance, internal audit and regulatory) and ensures appropriate escalation for at risk and overdue issue processes were followed.
  • Championed a culture of risk awareness across the organization, fostering proactive identification and management of emerging threats.
  • Monitored regulatory changes closely, adjusting internal policies as needed to remain compliant in an ever-changing landscape.
  • Led a team of more than 80 risk management professionals.

SVP, Head of Sales Practice and Conduct Risk

TD Bank
04.2018 - 07.2020
  • Acted as the business owner and led the closure of 7 Matters Requiring Attention from the 2017 Sales Practices Horizontal ahead of original plan and the Sales Practices Execution Program ~$20MM under budget as business owner.
  • Oversaw all Conduct Risk management programs including Performance Integrity Review for Consumer Product and Retail Distribution.
  • Established and continually improves an analytics team that detects potential performance integrity trends using a variety of data sources increasing substantiation rate by more than 50%.
  • Liaised with Compliance partners (including the Chief Compliance Officer) to define the conduct risk framework, approach, and accountability.
  • Owned the Conduct Risk Strategy for the Consumer Bank (including Retail Distribution) with alignment to the Conduct Risk Policy and Framework.
  • Executed communications, process changes, or technology implementations that may be required to strengthen controls related to Sales Practice and Conduct Risk trends that are identified.
  • Represented the Consumer Bank for all internal and external reporting, including regulatory relationships.
  • Executive lead on escalated performance integrity concerns and investigations to ensure consistency in approach across TD Bank, NA's Consumer Bank.
  • Built and maintained a healthy risk culture.
  • Led a team of 30.

Sr Mgr Data Governance, Communication & Knowledge Transfer

TD Bank
06.2015 - 04.2018
  • Drive strategic data initiatives to achieve advances in data governance and data management for U.S. businesses.
  • Lead the development and implementation of processes to support enterprise policies,standards, and tools.
  • Oversee development of materials to support the US Lead Data Council, OCC meetings and Board material; Enterprise Risk Management Committee, TDBNA Board Risk, TDGUS Board Risk.
  • Ensure strategic data capabilities meet rising regulatory expectations in the U.S. (e.g.BCBS 239, Dodd Frank, etc.)
  • Partner with our Enterprise and participate in the delivery of OCDO technology solutions in support of the Enterprise data strategy across all the banks' U.S. business segments and corporate functions.

Program Manager, Corporate Governance

TD Bank
08.2014 - 06.2015
  • Seconded by TD Banks General Council to document processes related to subsidiary governance and the role of the corporate secretary's office.
  • Created framework materials for agenda planning, board responsibilities, coordination of planning with policies, regulations, charters and other governance materials and coordination between full board and committees.
  • Spearheaded process improvement initiative of legal review of customer facing material and customer complaint processes.
  • Implemented Thomson Reuters BoardLink application for use by board of directors,committees and support staff.
  • Provided recommendations for resource planning needs for corporate secretarial area.

Program Manager, Global Anti-Money Laundering

TD Bank
11.2011 - 08.2014
  • Responsible for delivering on a $12MM AML project portfolio.
  • Lead a team of Project Management Professions in the execution of 20+ projects following TD's project management lifecycle procedures.
  • Managed and lead key Steering Committees to ensure effective governance,management of issues and risks, change management requirements and communication.
  • Develop relationships with key stakeholders and their businesses to manage project scope, objectives and expectation.
  • Successful remediation of the Enhanced Due Diligence portfolio within the Assurance Program utilizing relationships within AML and across business lines.

Integration Team Lead/Director of Program Management

TD Bank
11.2009 - 11.2011
  • Built the due diligence framework for Retail Store Network and US Direct Channels to support further enhancement of our Brand.
  • Prepared due diligence documentation for the Retail Stores and US Digital Channels (ATM, Online Banking and Call Center) and worked closely with Corporate Development on any target acquisitions.
  • Coordinated the "Ambassador" effort for the FDIC take-over of American First, First Federal Bank of North Florida and Riverside National Bank.
  • Responsible for Direct Channel execution of the South Financial Group integration.
  • Acted as a liaison between Retail and other line of business Integration Team Leads and project teams.
  • Identified and presented Customer Experience elements regarding conversion events.
  • Led conversion planning for conversion efforts including runbook planning and command center management.

Training Manager/Project Manager, Consumer Bank

TD Bank
01.2005 - 12.2009
  • Responsible for incumbent Teller training classes and ensuring user competency.
  • Assisted in the development of new hire and head teller technical programs.
  • Acting training manager for Commerce Bank's subsidiary (Commerce Bank Harrisburg) responsible for training materials and class schedules.
  • Managed and executed a plan for Customers to bank across Commerce Bank and TD BankNorth pre-system conversion as well as all TD Bank rebranding efforts.
  • Provided oversight on 100+ Store consolidations throughout the footprint.
  • Supported project initiatives for Retail Money Out (Consumer Lending, Mortgage and Collections).
  • Managed large project initiatives to support system rollout for 500+ Stores in the network.

Store Manager III

CVS Pharmacy
10.1995 - 02.2005
  • Started my career at CVS as a part-time cashier and received several promotions.
  • Managed people, process, policy, budget and P&L defined by CVS from Store sizedranging from low volume to high volume locations.
  • On-boarded Assistant Store Managers and lead 36 weeks of Store Managementdevelopment.

Skills

  • Proactive approach has resulted in mitigating risk and executing with excellence
  • Possess excellent interpersonal, analytical, and organizational skills
  • Excel within highly competitive environments where leadership skills are key to success
  • Exudes excellent judgment, initiative and decision making ability
  • Collaborate across all levels to ensure organizational goals are attained
  • Effective people manager with skills necessary to direct, train, and inspire the will to win
  • Strong relationship building skills with internal and external stakeholders
  • Drive strategic objectives aligned to priorities

Affiliations

  • Susan G Komen Central/South Jersey Chapter Committee Member - Golf for the Cure 2012, 2013, 2014 Committee Member - Spring Gala 2015
  • TD Bank Women at TD active Member
  • Former Project Management Professional

Timeline

SVP, Head of Customer Advocacy

TD Bank
03.2023 - Current

SVP, Head of Consumer Bank Risk Management

TD Bank
07.2020 - 03.2023

SVP, Head of Sales Practice and Conduct Risk

TD Bank
04.2018 - 07.2020

Sr Mgr Data Governance, Communication & Knowledge Transfer

TD Bank
06.2015 - 04.2018

Program Manager, Corporate Governance

TD Bank
08.2014 - 06.2015

Program Manager, Global Anti-Money Laundering

TD Bank
11.2011 - 08.2014

Integration Team Lead/Director of Program Management

TD Bank
11.2009 - 11.2011

Training Manager/Project Manager, Consumer Bank

TD Bank
01.2005 - 12.2009

Store Manager III

CVS Pharmacy
10.1995 - 02.2005

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NICOLE WADLINGER