TDS Operations Analyst II

Job Title: Customer Service Representative

TD Securities is a leading provider of capital markets products and services to corporate, government, and institutional clients. We are seeking a highly skilled and motivated Customer Service Representative to join our team.

Job Summary:

This is a challenging and rewarding role that requires strong communication and problem-solving skills. As a Customer Service Representative, you will be responsible for providing exceptional customer service, resolving customer issues, and articulating business processes to respond to customer queries.

Key Responsibilities:

• Execute 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 Responsibilities:

• 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 Responsibilities:

• 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

About TD Securities:

TD Securities is a leading provider of capital markets products and services to corporate, government, and institutional clients. We are committed to providing exceptional customer service and supporting our clients' needs through our innovative products and services.

Total Rewards Package:

Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical, and mental well-being goals. Total Rewards at TD includes a base salary, variable compensation, and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off, banking benefits and discounts, career development, and reward and recognition programs.

Colleague Development:

We are committed to helping our colleagues develop their skills and advance their careers. We offer regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities.

Training & Onboarding:

We will provide training and onboarding sessions to ensure that you've got everything you need to succeed in your new role.

Interview Process:

We'll reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.

Accommodation:

Your accessibility is important to us. Please let us know if you'd like accommodations (including accessible meeting rooms, captioning for virtual interviews, etc.) to help us remove barriers so that you can participate throughout the interview process.

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