Tds Operations Analyst Ii

2 weeks ago

Toronto, Ontario, Canada TD Bank Full time
416070BR

Operations & Underwriting

Toronto, ON

August 4, 2023

Hours

37.5

Workplace Model

Hybrid

Pay Details

Job Details

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
  • 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 nonstandard, 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
Job Requirements

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 dayto
- 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 level knowledge with some form of related training and/or related experien

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