TDS Operations Analyst II

DescriptionCustomerExecute 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 deliveryCoordinate with partners on key initiatives and may act as a project lead / subject matter expert for small-scale projects / initiatives in accordance with project management methodologiesRefer 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 maintainedIdentify opportunities to improve service deliveryProvide accurate and thorough analysis of key process drivers, root or systemic causes of cross functional operational issues, interpret findings and make recommendationsSupport partners with both inbound and outbound requests from various channels, answering questions to perform adjustments within authority levelsContribute to the production of consolidated or aggregated reporting as appropriateMaintain working relationships with customers by resolving customer issues and articulating business processes to respond to customer queriesMay interact with other partners and vendors, providing guidance and / or addressing questions / concerns in an effective and timely mannerShareholderSupport the timely and accurate completion of business processes and procedures according to SLA requirementsContribute to business objectives for operational excellence identify, suggest and actively participate in improving standards, policies, procedures, and solutionsContinually develop understanding of internal and industry regulations and trends, contributing to team knowledge of emerging issues / risks, and assess potential impacts as it relates to operating policies, standards and proceduresConsistently exercise discretion in managing correspondence, information and all matters of confidentialityAnalyze service delivery issues and conduct internal / external research projects and / or contribute to audit reviews; run testing, and generate reports to identify potential solutions within TD's risk appetite that enhance the customer experience and support business objectivesEnsure documentation that is prepared / completed is accurate and properly reflects client / business intentions and is consistent with relevant rules / regulationsContribute to the development / delivery of presentations / communications to management or broader audiencesEnsure necessary due diligence to support the accuracy of all customer transactions / activitiesMaintain a culture of risk management and control, supported by effective processes in alignment with risk appetite; adhere to enterprise frameworks and methodologies that relate to operations activities for own area (e.g. Anti-Money Laundering, Business Continuity Management)Protect the interests of the organization – identify and manage risks, and escalate non-standard, high risk transactions / activities as necessarySupport change management projects or programs that impact the business, functions or processes and ensure clear communication and documentation of new processesAssume responsibility to minimize operational and regulatory risk by complying with Bank and industry Code of ConductEmployee / TeamParticipate fully as a member of the team, support a positive work environment that promotes service to the business, quality, innovation and teamwork and ensure the timely communication of issues / points of interestSupport the team by actively building operations / business services 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 teamParticipate in personal performance management and development activities, including cross training within own team and other teams in Global Operations & Business ServicesEnsure the timely communication of issues that are relevant to the team and encourage a good working relationship with other departmentsKeep others informed and up to date about the status / progress of projects and / or all relevant or useful information related to day-to- day activitiesContribute 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 appropriateContribute to a fair, positive and equitable environment that supports a diverse workforceAct as a brand ambassador for Global Operations & Business Services and the bank, both internally and / or externallyBreadth & DepthSound knowledge and understanding of the operating environment, business process and procedures, and transaction lifecycle for own area (e.g., processing environment, applications, software, hardware, products)Sound level knowledge with some form of related training and / or related experience or skillsAbility to execute on standard and non-standard processes and requests of low to medium complexity with moderate to high- risk / financial impactIdentifies key operational / reporting / process issues for own areaProvides thorough analysis and / or specialized reporting or operational / process supportRequires general understanding of the overall function and / or businesses supportedSome complexity in operational / reporting / process and / or analysis function generally requiring a short-term focusMay lead small scale initiatives or work stream packages for assigned areaCompletes work within specifically defined parameters with guidance / direction from management as necessaryMay provide training to others on best practices, processes, etc. as well as guide junior staff for the completion of business as usual functionsGenerally reports to a Group ManagerExperience and / or EducationUndergraduate degree / college diploma3+ year relevant experienceWho We AreTD is one of the world's leading global financial institutions and is the fifth largest bank in North America by branches / stores. Every day, we deliver legendary customer experiences to 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 the Bank, those we serve, and the economies we support. We are guided by our vision to Be the Better Bank and our purpose to enrich the lives of our customers, communities and colleagues.TD is deeply committed to being a leader in customer experience, that is why we believe that all colleagues, no matter where they work, are customer facing. As we build our business and deliver on our strategy, we are innovating to enhance the customer experience and build capabilities to shape the future of banking. Whether you’ve got years of banking experience or are just starting your career in financial services, we can help you realize your potential. Through regular leadership and development conversations to mentorship and training programs, we’re here to support you towards your goals. As an organization, we keep growing – and so will you.Our Total Rewards PackageOur Total Rewards package reflects the investment we make in our colleagues to help them, and their families achieve their well-being goals. Total Rewards at TD includes a base salary and several other key plans such as health and well-being benefits, including medical coverage, paid time off, career development, and reward and recognition programs.Additional Information :We’re delighted that you’re considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we’re committed to providing the support our colleagues need to thrive both at work and at home.Colleague DevelopmentIf you’re interested in a specific career path or are looking to build certain skills, we want to help you succeed. You’ll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities. Whether you have a passion for helping customers and want to expand your experience, or you want to coach and inspire your colleagues, there are many different career paths within our organization at TD – and we’re committed to helping you identify opportunities that support your goals.Training & OnboardingWe will provide training and onboarding sessions to ensure that you’ve got everything you need to succeed in your new role.Interview ProcessWe’ll reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.AccommodationIf 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. #J-18808-Ljbffr