Operations Officer III

Job Description:

Customer:

• 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).
• 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.

Shareholder:

• Prioritize and complete own workload to meet SLA requirements for service and productivity and/or support team manager in prioritizing and managing team workload.
• Actively maintain understanding of internal and industry 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.
• Identify, lead, and actively participate in process improvements and determine solutions that will allow business to grow.

Employee/Team:

• Participate 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 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 a diverse workforce.
• Act as a brand ambassador for the function and the bank, both internally and/or externally.

Breadth & Depth:

• Works within moderately defined guidelines and/or is responsible for activities involving multiple steps, systems, and jurisdictions.
• Requires advanced skills and expertise in a range of products and services, processes, procedures, and systems in a set of focus areas, where transactions could be characterized by moderate risk/financial impact.
• Uses judgement and understanding of process/policy risk when recommending exceptions outside general practices or guidelines.
• Identifies and resolves issues within authority on processes or transactions or escalates internally as required.
• Generally interacts with internal partners; may also interact with external customers for functions performed.
• May provide process/policy guidance to others (e.g., within team, internal partners).
• Focus of work spans from daily, weekly to monthly activities.
• Requires solid knowledge of the business unit and operational functions for the business area supported as well as regulatory issues/requirements for jurisdictions supported.

Experience and/or Education:

• Undergraduate degree/college diploma preferred and/or
• 1+ year relevant experience.

Who We Are:

TD 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.

Our Total Rewards Package: Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical, and mental well-being goals. Total Rewards at TD includes a base salary, variable compensation, and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off, banking benefits and discounts, 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.