Operations Officer Iii

2 weeks ago

Montréal, Canada TD Bank Full time

408283BR

Operations & Underwriting

Montreal, QC

May 3, 2023

Company Overview

Department Overview

Provide a broad range of operational support and perform general to specialized transactions and/or other
processing activities for own Operations function.
Communicate with partners in a professional manner, demonstrating clear understanding of
customers/partners needs and knowledge of TD products and processes.

**Job Description**:
**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)
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
** 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
Identify, lead and actively participate in process improvements and determine solutions that
will allow business to grow

**Requirements**:
**Employee/Team**
Participate fully as a member of the team, support a positive work environment that promotes
service to the business, quality, innovation and teamwork and ensure the timely
communication of issues/ points of interest
Support the team by actively building operations knowledge, think critically about processes
and opportunities for improvement, share ideas and transfer knowledge within the team,
across the function, and with partners (e.g., audit, business insights)
Provide training, coaching and / or guidance to others on the team
Participate in personal performance management and development activities, including cross
training within own team and other teams in the operations function
Ensure the timely communication of issues that are relevant to the team and encourage a
good working relationship with other departments
Keep others informed and up-to-date about the status / progress of projects and / or all
relevant or useful information related to day-to-day activities
Contribute to the success of the team by willingly assisting others in the completion and
performance of work activities; provide training, coaching and/or guidance as appropriate
Contribute to a fair, positive and equitable environment that supports a diverse workforce
Act as a brand ambassador for the function and the bank, both internally and/or externally
** Breadth & Depth**
Works within moderately defined guidelines and/or is responsible for activities involving
multiple steps, systems, and jurisdictions
Requires advanced skills and expertise in a range of products and services, processes,
procedures and systems in a set of focus areas, where transactions could be characterized by
moderate risk/financial impact
Uses judgement and understanding of process/policy risk when recommending exceptions
outside general practices or guidelines
Identifies and resolves issues within authority on processes or transactions or escalates
internally as required
Generally interacts with internal partners; may also interact with external customers for
functions performed
May provide process / policy guidance to others (e.g. within team, internal partners)
Focus of work spans from daily, weekly to monthly activities
Requires solid knowledge of the business unit and operational functions for the business area
supported

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