Operations Officer Ii

3 weeks ago

Montréal, Canada TD Bank Full time

Work Location:
Montréal, Quebec, Canada

Hours:
37.5

Line of Business:
Personal & Commercial Banking

Pay Details:
**Job Description**:

- Offrir une vaste gamme de services de soutien opérationnel, effectuer des opérations générales ou spécialisées ou s’acquitter d’autres activités de traitement au sein de son groupe Opérations.
Communiquer avec les partenaires de façon professionnelle, en montrant sa compréhension claire des besoins des clients ou des partenaires et des produits et processus de la TD.
- Description du poste (Job Description):

- Client:

- Traiter les opérations avec exactitude et en temps opportun, conformément aux procédures et aux directives établies, tout en respectant les ententes de niveaux de service (ENS) formelles et informelles.
- Référer ou soumettre à l’échelon supérieur les problèmes liés au traitement ou aux opérations, au besoin, en ayant une compréhension approfondie du problème et en établissant un lien avec la fonction ou le partenaire approprié afin de favoriser la résolution et de maintenir un service à la clientèle de qualité.
- Trouver des occasions d’améliorer la prestation de services.
- Aider les partenaires à traiter les opérations entrantes en validant les renseignements, au besoin, afin d’exécuter des rajustements dans les limites du niveau d’autorisation.
- Collaborer avec les partenaires en répondant à leurs demandes efficacement et en temps opportun.
- Utiliser ses compétences en établissement de relations efficaces pour communiquer avec les partenaires, les collègues et les clients.

Actionnaire:

- Effectuer le travail qui lui a été confié pour répondre aux exigences de l’ENS en matière de service et de productivité.
- Comprendre la réglementation interne et celle du secteur; se tenir au courant des nouveaux problèmes et exercer une diligence raisonnable, conformément aux politiques et aux méthodes d’exploitation.
- Toujours faire preuve de discernement dans la gestion de la correspondance, de l’information et concernant toutes les questions confidentielles; signaler les problèmes à une instance supérieure lorsque c’est approprié.
- Appuyer l’utilisation précise et opportune des processus d’affaires, y compris exécuter et consigner les opérations pour l’entreprise ou les clients.
- Examiner activement les processus et les activités internes et proposer des idées en vue d’améliorer les processus.
- Examiner et transmettre les activités non courantes ou à haut risque à un niveau supérieur, au besoin.
- Se conformer aux cadres de travail et aux méthodologies de l’entreprise qui ont trait aux activités liées à l’exploitation pour son secteur (p. ex., Lutte contre le blanchiment d’argent, Gestion de la continuité des opérations).
- Connaître et respecter le Code de conduite de la TD.

Employe/Equipe:

- Participer pleinement en tant que membre de l’équipe, promouvoir l’efficacité de l’équipe et contribuer à un milieu de travail positif.
- Soutenir l’équipe en renforçant activement les connaissances des activités d’exploitation. Réfléchir de manière critique aux processus et aux occasions d’amélioration et proposer des idées.
- Participer aux activités de gestion du rendement et de perfectionnement personnels, y compris la formation croisée au sein de sa propre équipe.
- Tenir les autres membres de l’équipe au courant de tous les renseignements pertinents liés aux activités quotidiennes.
- Promouvoir un milieu de travail juste, positif et équitable qui soutient un effectif diversifié.
- Agir à titre d’ambassadeur de la marque pour son secteur et la TD, tant à l’interne qu’à l’externe.
- Exigences du poste (Job Requirements):

- Etendue et portee
- Gérer des opérations caractérisées par une incidence financière ou un niveau de risque variant de faible à modéré.
- Disposer d’un pouvoir décisionnel allant de faible à modéré, selon des paramètres bien définis.
- Repérer les problèmes et trouver des solutions ou transmettre à un niveau supérieur à l’interne, au besoin (en respectant les procédures et paramètres prescrits).
- Interagir généralement avec les clients et les partenaires internes, au besoin.
- S’occuper principalement d’activités et de processus quotidiens ou hebdomadaires, et potentiellement d’activités mensuelles.
- Relever généralement d’un chef d’équipe
- Experience et formation
- Diplôme de premier cycle ou diplôme collégial, un atout, ou
- Au moins 1 année d’expérience pertinente.

Customer:

- Execute transactions 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 se

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