Team Manager I, Operations

3 weeks ago

Montréal, Canada TD Bank Full time

**TD Description**

Stay current and competitive. Carve out a career for yourself. Grow with us.

**Department Overview**

Provides day-to-day team leadership and work direction to ensure effective and efficient operations, delivery of services/solutions in accordance with established service levels, quality standards, compliance and regulatory guidelines.

**Customer**:

- Lead a team to achieve business / operational objectives, maintain effective day-to-day operations and deliver quality service and business lifecycle processing consistent with objectives
- Monitor service delivery against standards and implements actions to ensure service deliverables are achieved consistently
- Represent the team as the first point of escalation for customers/business partners / external partners
- Identify and guide remediation of reportable incidents/issues based on strong understanding of risk management framework of the Bank
- Actively engage internal partners to develop and maintain working relationships, build understanding of client needs and deliver optimal customer service and solutions
- Identify continuous improvement opportunities to strengthen client service
- Ensure all required processing / activities are complete and accurate to meet objectives for own area
- Coach team to ensure operations issues are handled appropriately and participate in the negotiation and resolution (including escalation) of significant internal and/or external partner issues

**Shareholder**:

- Supervise day-to-day operations / activities, balance workloads, ensure compliance to internal/external requirements and the achievement of service level standards and productivity targets
- May lead an operational production support group and provide management with analysis of key process drivers, production gaps, root cause analysis and performance/production issues where applicable
- Protect the interests of the organization; identify and manage risks, resolve escalated matters and refer complex and/or non-standard, high risk transactions/activities as needed
- Ensure adherence to compliance operating standards, processes, and controls; perform quality checks and validation of team members work
- Continuously review and/or update processes/procedures ensuring all functions and systems are well documented and in compliance with applicable internal and external requirements; recommend, implement and monitor the achievement of process enhancements
- Follow and ensure employees are knowledgeable of and comply with Bank and industry codes of conduct
- Ensure that employees are aware of the impact of their work on the activities of others outside of their function/unit
- Analyze service delivery issues, 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
- Adhere to enterprise frameworks and methodologies that relate to operations activities for own area (e.g. Anti-Money Laundering, Business Continuity Management)
- Participate in developing change plans and contributing to change management projects or programs that impact the business, functions or processes; act as a key change agent for a defined area
- Participate in and/or lead community initiatives and promote commitment to shared Enterprise values and commitments

**Job Requirements**

**Employee/Team**:

- Lead, coach and support employees to drive a high performing team
- Contribute to the process of setting performance objectives for the team, track, monitor and effectively address and/or reward performance in a timely manner
- Provide ongoing feedback and performance reviews; ensure performance management activities are undertaken and completed for all employees
- Support strategic, future-focused recruitment and provide input to talent plans
- Create a dynamic work environment in line with TD's Employee Value Proposition; challenge the status quo
- Manage employees in compliance with all human resources policies, procedures and guidelines of conduct
- Encourage good working relationships with other functions and teams
- Promote a fair and equitable environment that supports a diverse workforce and encourage the team to achieve common goals and objectives
- Facilitate change through positive reinforcement of milestones and successes as well as encouraging open discussion
- Operate with a One Team mindset
- Support an environment where the team freely escalates performance and production challenges**Breadth & Depth**:

- First-level manager provides people management leadership by recruiting top talent, setting goals, developing colleagues, managing employee performance and compensation decisions, promoting teamwork and handling any/all disciplinary actions, as required
- Leads a team completing day-to-day processes / transactions / activities characterized by single to multiple step transaction

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