Operations Officer IV

Work Location: Toronto, Ontario, Canada

Hours: 37.5

Line of Business: Personal & Commercial Banking

Pay Details: $52,700 - $74,400 CAD

As a candidate, you are encouraged to ask compensation related questions and have an open dialogue with your recruiter who can provide you more specific details for this role.

Job Description:

KEY ACCOUNTABILITIES

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 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
• Transactions and activities require top level expertise across a broad range or variety of products, processes or systems and where transactions could be characterized by moderate to high volatility
• Transactions are characterized by moderate to high risk/financial impact
• Low to moderate decision-making authority within defined parameters
• Provides process / policy guidance to others – internal partners and external customers (as needed)
• 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
• Generally interacts with internal partners and external customers for functions performed
• May interact with cross-functional teams and/or involving external contacts
• Requires advanced knowledge of the business unit and operational functions for the business area supported and a general understanding of regulatory issues/requirements for jurisdictions supported

Bilingual in French and English is an Asset

EXPERIENCE & EDUCATION

• Undergraduate degree/ college diploma preferred and/or
• 3+ years 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.