Group Manager, Tds Operations

3 weeks ago

Toronto, Canada TD Bank Full time

**TD Description**

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

**Department Overview**
- Lead a group of operational functions and activities via Team Leaders/Operations Officers/ Analysts/Specialists within a unit and provide guidance, leadership, coaching and development to ensure operational results and professional/personal development objectives are achieved for the overall group.
- Lead respective group within a business unit in delivering operational support to the assigned areas
- Identify and respond to changes in the business environment and establish action plans to address client issues and priorities
- Act as a key liaison at the department level to actively engage stakeholders within the Bank and broader industry, developing and maintaining strong business partnerships, clarifying client needs and delivering client-centered solutions that enhance the overall end-to-end experience
- Secondary escalation point for significant risks/exceptions
- Monitor service and control standards against overall business/department objectives
- Provide frontline feedback to client strategy and broader process improvement functions to identify client pain points and opportunities for improvement
- Negotiate and help to resolve complex and/or escalated issues
- Build a client-centric, collaborative and innovative culture
- Proactively identify key business opportunities, research and recommend system enhancement/modifications, develop strategies to achieve recommendations and work closely with system support to execute and implement system upgrades/enhancements
- Conduct root cause analysis, evaluate options and provide recommendations; ensure appropriate reporting and escalation of issues occurs based on risk profile
- Contribute to the development of the business plan, operationalize the plan and deliver on assigned service or functionality
- 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
- Provide expertise and coordinate implementation and testing of new processes and systems and ensure these are well documented
- Mitigate risk by coordinating activities with partners in Operations, Technology, Finance, Risk Management, etc.
- Follow and ensure employees are knowledgeable of and comply with Bank and industry codes of conduct
- Act as a key contributor to strategic initiatives, functional projects/programs and/or internal/external working groups and may sign off on projects of small scale and/or complexity
- Conceptualize/define change framework and contribute to strategy discussions; act as a key change agent for a defined area
- Adhere to enterprise frameworks and methodologies that relate to operations activities for own area (e.g. Anti-Money Laundering, Business Continuity Management); ensure unit operates in compliance with applicable internal and external requirements
- Participate in and/or lead community initiatives and promote commitment to shared Enterprise values and commitments
- Assess performance based on team and function analytics

**Job Requirements**
- Provide both leadership and guidance in managing the overall team
- Coach and train to develop team capability and ensure requests and infrastructure issues are handled according to established service standards
- Lead the process of setting performance objectives for the team; track, monitor and effectively address and/or reward performance in a timely manner
- Recruit for all hires to ensure a highly diverse, qualified workforce to achieve business objectives
- Create a dynamic work environment in line with TD's Employee Value Proposition; challenge the status quo
- Grow team expertise to align with business/enterprise demand and direction; assess team skills and capabilities and continually look for ways to provide and enhance the value delivered
- Lead a high performing team; provide on-going feedback and performance reviews, coach and develop employees and ensure performance management activities are undertaken and completed for all employees
- 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
- Provide people management leadership by recruiting top talent, setting goals, developing staff, managing employee performance and compensation decisions, promoting teamwork and handling any/all disciplinary actions, as required
- Oversees a large team with functional diversity and com

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