Lead Operations Analyst Ii

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**
- 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.
- 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

**Job Requirements**
- 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
- Top level expert on products, end-to-end processes and systems for own specialized area
- Handles 1st level escalated issues and provides work guidance as a resource to others
- Accountable for resolving exceptions, non-standard issues / transactions and/or escalating to appropriate level where further clarity or interpretation of more complex policies or rules is required
- Transactions are characterized by low to moderate-risk/ financial impact
- Low to moderate decision
- making authority within defined parameters
- Provides process / policy guidance to others - internal partners and external customers
- May act as a primary coordinator on small scale initiatives or work stream packages for assigned area
- Focus of work is daily, weekly, monthly and/or longer with addition of ad-hoc and initiative-based requests, as required
- Requires advanced knowledge of business unit and operational functions for business area supported and regulatory issues/ requirements for jurisdictions supported
- May interact with cross
- functional teams and/or involving external contacts
- Generally, reports to a Team Manager

**Additional Information**
- Undergraduate degree/ college diploma
- 3+ year relevant experience

**Inclusiveness**

At TD, we are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of our customers and communities in which we live and serve. If you require an accommodation for the recruitment/interview process (including alternate formats of materials, or accessible meeting rooms or other accommodation), please let us know and we will work with you to meet your needs.

**Job Family**
- TDS Securities

**Job Category - Primary**
- Securities / Wholesale Banking

**Job Category(s)**
- Securities / Wholesale Banking

**Hours**
- 37.5

**Business Line**
- TD Securities

**Time Type**
- Full Time

**Employment Type**
- Regular

**Country**
- Canada

**Province/State (Primary)**
- Ontario

**City (Primary)**
- Toronto

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

**Job Expires**
- 30-Apr-2023

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