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Operations Officer Ii
3 months ago
Commercial Banking
Mississauga, ON
April 11, 2023
Company Overview
Department Overview
Provide a broad range of operational support and perform general to specialized transactions and/or other processing activities for own Operations function.
- Communicate with partners in a professional manner, demonstrating clear understanding of customers/partners needs and knowledge of TD products and processes.
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)
- 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
Shareholder:
- Prioritize and complete own workload to meet SLA requirements for service and productivity and / or support team manager in prioritizing and managing team workload
- Actively maintain understanding of internal and industry regulations and trends, developing and sharing 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
- Support development and/or implementation of standards, policies, procedures, and solutions that mitigate risk and maximize availability of service, efficiency and effectiveness
- Contribute to the development/delivery of presentations/ communications to management or broader audiences
- Protect the interests of the organization identify and manage risks, and ensure the prompt and thorough resolution of escalated nonstandard, high risk issues
- Adhere to enterprise frameworks and methodologies that relate to operations activities for own area (e.g. Anti-Money Laundering, Business Continuity Management)
- Support change management projects or programs that impact the business, functions or processes and ensure clear communication and documentation of new processes
- Identify, lead and actively participate in process improvements and determine solutions that will allow business to grow
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 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 the operations function
- 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 uptodate about the status / progress of projects and / or all relevant or useful information related to daytoday 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 the function and the bank, both internally and/or externally
Requirements:
- Undergraduate degree/ college diploma preferred and/or
- 1+ year relevant experience
37.5
Inclusiveness
At TD, we are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected and supported.
We are dedicated to building a workforce that reflects the diversity of our customers and communities in which we live and serve.
If you require an accommodation for the recruitment/interview process (including alternate formats of materials, or accessible meeting rooms or other accommodation), please let us know and we will work with you to meet your needs.
