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About the Role

This role involves executing complex transactions, monitoring daily workflows, and providing operational support. You will be responsible for identifying and investigating process exceptions, escalating issues, and identifying opportunities to improve service delivery. The position also requires interacting with partners, managing correspondence, and adhering to enterprise frameworks.

Responsibilities

• 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)
• Monitor the daily workflow and distribution for own functional area and ensure required processing is completed meeting all Service Level goals.
• Provide a broad range of operational support to officers and is responsible for first point of escalations with partners, as well as operational effectiveness for own functional area
• 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
• Support partners with incoming transactions, validating information as needed to perform adjustments within authority levels
• Interact with partners by responding to requests in an effective and timely manner
• Use effective relationship skills when communicating with partners / colleagues and in dealing with difficult conversations
• Assist Team Managers to run day to day operations and efficient workflow
• Communicate policy and procedural changes
• Prioritize and complete own workload to meet SLA requirements for service and productivity and or support team manager in prioritizing and managing team workload, demonstrating a proactive understanding of the changing landscape
• Analyze service, productivity and assess efficiency levels within own function and implement continuous process / performance improvements where opportunities exist
• Assist in analysis, development, testing and implementation of operating technology and process improvements
• Conduct internal / external research and / or contribute to audit reviews
• Run testing and generate reports to provide solutions to leaders within TD's risk appetite
• Actively maintain understanding of internal and industry product/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
• Participate fully as a member of the team, support a positive work environment that promotes service to the business, quality, innovation and teamwork
• 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 an inclusive and diverse workforce
• Act as a brand ambassador for the function and the bank, both internally and/or externally

Requirements

• 3+ years relevant experience
• Undergraduate degree/ college diploma preferred

Skills

• Operational support
• Transaction processing
• Risk management
• Process improvement
• Communication
• Relationship management
• Problem-solving
• Analytical skills
• Teamwork
• Knowledge of internal and industry product/regulations and trends

Location

• Toronto, Ontario, Canada

Work Type

• Full-time

Experience Level

• Mid-level

Education Level

• Undergraduate degree
• College diploma

Salary/Compensations

• $52,700 - $74,400 CAD

Benefits

• Health and well-being benefits
• Savings and retirement programs
• Paid time off
• Banking benefits and discounts
• Career development
• Reward and recognition programs
• Training programs
• Mentoring programs

About the Company

• TD is one of the world's leading global financial institutions and is the fifth largest bank in North America by branches/stores.
• We strive to make every interaction, product, and experience remarkably human and refreshingly simple for over 27 million households and businesses in Canada, the United States and around the world.
• More than 95,000 TD colleagues bring their skills, talent, and creativity to foster deeper relationships, ensure disciplined execution, and build a simpler, faster banking experience.
• TD is deeply committed to being a leader in client experience, that is why we believe that all colleagues, no matter where they work, are client facing.
• Together, we are reimagining what banking can be for our clients, colleagues and communities.

Equal Opportunity

• We're committed to providing the support our colleagues need to thrive both at work and at home.
• We foster a respectful workplace where diverse perspectives are valued, everyone has fair opportunities to grow, and you can unlock your full potential to achieve your career goals.
• Here at TD, we hire and develop the best.
• Your accessibility is important to us. Please let us know if you’d like accommodations (including accessible meeting rooms, captioning for virtual interviews, etc.) to help us remove barriers so that you can participate throughout the interview process.