Lead Operations Analyst Ii - Toronto, Canada - TD Bank

TD Bank
TD Bank
Verified Company
Toronto, Canada

3 weeks ago

Sophia Lee

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Sophia Lee

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Description

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, endtoend 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, nonstandard 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 moderaterisk/ 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 adhoc and initiativebased 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

  • 30Apr2023
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