Lead Operations Officer Ii

5 months ago

Mississauga, Canada TD Bank Full time

**Lead Operations Officer II**:

- 431469BR

**Job Category - Primary**
- Commercial Banking

**Work Location**
- 4880 Tahoe Boulevard

**Employment Type**
- Regular

**City**
- Mississauga

**Time Type**
- Full Time

**Province/State**
- Ontario

**Hours**
- 37.5

**Workplace Model**
- Hybrid

**Pay Details**

**Department Overview**
- Provide a broad range of operational support and perform general to specialized transactions and/or other processing activities. May contribute to analysis/ reporting on critical projects or special initiatives that strengthen our operating model/processes and elevate service quality.
- This role acts as the point-of-contact for operations issues which require escalation/ resolution.
- Offer comprehensive knowledge and / or guidance related to partners business area, determining solutions to customer problems based on a clear understanding of their needs.

**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)
- Monitor the daily workflow and distribution for own functional area and ensure required processing is completed meeting all Service Level goals.
- Provide a broad range of operational support to officers and is responsible for first point of escalations with partners, as well as operational effectiveness for own functional area
- 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
- Support partners with incoming transactions, validating information as needed to perform adjustments within authority levels
- Interact with partners by responding to requests in an effective and timely manner
- Use effective relationship skills when communicating with partners/ colleagues and deal with difficult conversations
- Assist Team Managers to run day-to-day operations
- Communicate policy and procedural changes

**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 non-standard, 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
- Prioritize, assign and monitor the daily workflow ensuring processing is completed meeting Service Level goals
- Monitor and manage daily touch points and work distribution as needed
- Identify, lead and actively participate in process improvements and determine solutions that will allow business to grow

**Job Requirements**
- Undergraduate degree/ college diploma preferred and/or
- 3+ year relevant experience

**Company Overview**

**Our Values**
At TD we're guided by our purpose is to enrich the lives of our customers, communities and colleagues, and share a set of values that shape our culture and guide our behavior. In exchange for how our colleagues show up to help TD succeed, we are committed to delivering a colleague experience grounded in Impact, Growth and a Culture of Care. No matter where you work across TD, we empower you to make an impact at work and in your community, explore and grow your career and be part of our caring and inclusive culture.**Making Your Well-being a Priority**
A supportive culture that promotes colleague well-being is core to who we are. At TD, we focus on total well-being with extensive programs to help colleagues assess, manage, and improve their well-being across four core pillars — physical, financial, social and mental/emotional. In addition, we champion a safe and inclusive work environment so colleagues feel a sense

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