Operations Analyst I

2 weeks ago

Toronto, Canada TD Bank Full time

**Operations Analyst I**:

- 416602BR

**Job Category - Primary**
- Operations & Underwriting

**Work Location**
- TD Centre - North - 77 King Street West

**Employment Type**
- Regular

**City**
- Toronto

**Time Type**
- Full Time

**Province/State**
- Ontario

**Hours**
- 37.5

**Workplace Model**
- Hybrid

**Pay Details**

**Job Details**

**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)
- 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

**Shareholder**:

- Prioritize and complete own workload to meet SLA requirements for service and productivity
- 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
- 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
- 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

**Job 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 broad and/or non
- standard parameters, involving multiple steps, systems, and jurisdictions and where there could be a lack of market standard/ practice, referring to a more senior role when necessary
- Accountable for resolving exceptions, non
- standard issues / transactions and/or escalating to appropriate level where further clarity or interpretation of more complex pol

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