Tds Operations Analyst Ii

2 weeks ago

Toronto, Canada TD Bank Full time

404055BR

Securities / Wholesale Banking

Toronto, ON

March 23, 2023

Company Overview

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.

**Job Description**:

- 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

**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

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

Hours

37.5

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.

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