Lead Operations Officer Ii
2 months ago
414167BR
Operations & Underwriting
Mississauga, ON
July 14, 2023
Company Overview
Department Overview
Responsible for assigning and monitoring the daily workflow and distribution for own functional area and ensuring the required processing is completed meeting all Service Level Goals. Provides 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 within Operations and Technology. Reports to a Team Manager within the Team Structure.
**Job Description**:
**CUSTOMER**:? Act as first point of escalation for resolving processing and operational questions and escalate when necessary ? Provide sound advice and solutions utilizing established customer service framework ? Ensure customer problems are handled appropriately by utilizing the established partner problem resolution process both internally and externally and escalating when required ? Positively contribute to the overall customer experience and foster good relationships with internal and external partners ? Contribute to the ongoing improvement of the customer experience within the Business Area ? Create and/or recognize exceptional customer service through established programs
**EMPLOYEE TEAM**:? Support reward and recognition programs throughout the year by recognizing peers and submitting award nominations ? Support a diverse and inclusive workplace ? Contribute to a positive and respectful work environment ? Actively participate in performance management process including coaching, career development and utilizing P3, and pulse action planning ? Meet changing business needs with flexibility ? Encouraged to support your community by participating in team sponsored events and activities throughout the year when possible ? Meet Professional Operations Management (POM) Certification requirements
**Requirements**:
**BREADTH & DEPTH**? Intermediate knowledge on products, end-toend processes and systems for own specialized area ? Supports Operations teams completing dayto-day processes / transactions / activities characterized by single to multiple step transactions, limited to multiple systems and/or jurisdictions, and low complexity ? Accountable for basic exceptions, nonstandard issues / transactions and/or escalating to appropriate level where further clarity or interpretation required of low to moderate complexity ? Requires sound level of process management knowledge and a good understanding of the business unit and operational functions for the business area supported ? Decision making authority and ambiguity of issues supported generally limited to low complexity, non-standard issues or exceptions
Additional Information
Hybrid role:
3 days work from office
2 days from home
Hours
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.
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