Work Location:
Hours
Line Of Business
Pay Details
Job Description Customer
- Execute more complex transactions and overrides accurately, on time and in line with established guidelines/procedures while adhering to formal or informal Service Level Agreement(s) (SLAs)
- Identify, document, and investigate processes/exceptions arising from transactions/processes beyond first level operations service delivery
- Coordinate with partners on key initiatives and may act as a project lead/subject matter expert for small-scale projects/ initiatives in accordance with project management methodologies
- Refer or escalate processing or operational issues as needed based on a solid understanding of the issue, connecting with the appropriate function/partner to facilitate resolution and ensure that service quality is maintained
- Identify opportunities to improve service delivery
- Provide accurate and thorough analysis of key process drivers, root or systemic causes of cross functional operational issues, interpret findings and make recommendations
- Support partners with both inbound and outbound requests from various channels, answering questions to perform adjustments within authority levels
- Contribute to the production of consolidated or aggregated reporting as appropriate
- Maintain working relationships with customers by resolving customer issues and articulating business processes to respond to customer queries
- May interact with other partners and vendors, providing guidance and/or addressing questions/concerns in an effective and timely manner
Shareholder
- Support the timely and accurate completion of business processes and procedures according to SLA requirements
- Contribute to business objectives for operational excellence -- identify, suggest and actively participate in improving standards, policies, procedures, and solutions
- Continually develop understanding of internal and industry regulations and trends, contributing to team knowledge of emerging issues/risks, and assess potential impacts as it relates to operating policies, standards and procedures
- Consistently exercise discretion in managing correspondence, information and all matters of confidentiality
- Analyze service delivery issues and conduct internal/external research projects and/or contribute to audit reviews; run testing, and generate reports to identify potential solutions within TD's risk appetite that enhance the customer experience and support business objectives
- Ensure documentation that is prepared / completed is accurate and properly reflects client / business intentions and is consistent with relevant rules / regulations
- Contribute to the development/delivery of presentations/ communications to management or broader audiences
- Ensure necessary due diligence to support the accuracy of all customer transactions / activities
- Maintain a culture of risk management and control, supported by effective processes in alignment with risk appetite; adhere to enterprise frameworks and methodologies that relate to operations activities for own area (e.g. Anti-Money Laundering, Business Continuity Management)
- Protect the interests of the organization -- identify and manage risks, and escalate non-standard, high risk transactions / activities as necessary
- Support change management projects or programs that impact the business, functions or processes and ensure clear communication and documentation of new processes
- Assume responsibility to minimize operational and regulatory risk by complying with Bank and industry Code of Conduct
Employee/Team
- Participate fully as a member of the team, support a positive work environment that promotes service to the business, quality, innovation and teamwork and ensure the timely communication of issues/points of interest
- Support the team by actively building operations/business services knowledge, think critically about processes and opportunities for improvement, share ideas and transfer knowledge within the team, across the function, and with partners (e.g., audit, business insights)
- Provide training, coaching and/or guidance to others on the team
- Participate in personal performance management and development activities, including cross training within own team and other teams in Global Operations \& Business Services
- Ensure the timely communication of issues that are relevant to the team and encourage a good working relationship with other departments
- Keep others informed and up to date about the status/progress of projects and/or all relevant or useful information related to day-to- day activities
- Contribute to the success of the team by willingly assisting others in the completion and performance of work activities; provide training, coaching and/or guidance as appropriate
- Contribute to a fair, positive and equitable environment that supports a diverse workforce
- Act as a brand ambassador for Global Operations \& Business Services and the bank, both internally and/or externally
Breadth \& Depth
- Sound knowledge and understanding of the operating environment, business process and procedures, and transaction lifecycle for own area (e.g., processing environment, applications, software, hardware, products)
- Sound level knowledge with some form of related training and/or related experience or skills
- Ability to execute on standard and non-standard processes and requests of low to medium complexity with moderate to high- risk/financial impact
- Identifies key operational/ reporting/process issues for own area
- Provides thorough analysis and/or specialized reporting or operational/process support
- Requires general understanding of the overall function and/or businesses supported
- Some complexity in operational/reporting/ process and/or analysis function generally requiring a short-term focus
- May lead small scale initiatives or work stream packages for assigned area
- Completes work within specifically defined parameters with guidance/ direction from management as necessary
- May provide training to others on best practices, processes, etc. as well as guide junior staff for the completion of business as usual functions
- Generally reports to a Group Manager
Experience And/or Education
- Undergraduate degree/ college diploma
- 3 year relevant experience
Who We Are
Our Total Rewards Package
Additional Information
Colleague Development
Training \& Onboarding
Interview Process
Accommodation
Language Requirement (Quebec Only)
