Tds Operations Analyst Ii

3 weeks ago

Toronto, Canada TD Bank Full time

423485BR

Securities / Wholesale Banking

Toronto, ON

October 30, 2023

Hours

37.5

Workplace Model

Hybrid

Pay Details

Department Overview

As a cross functional process analyst, conduct research, analysis and reporting on a range of operational and service issues. Execute on critical projects and strategic special initiatives within a defined functional area that may require broader partnership across TDS and/or other TD enterprise functions. Enhance management decision making on policies, processes, products and services based on insights generated from analytics and reporting to advance the operating model / processes and elevate service quality. Facilitate the implementation of policies/processes and/or initiatives to meet functional objectives.

Job Details
- 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
- 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

Job Requirements
- 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 o

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