Operations Analyst

TD Bank, Inc.

Posted 3 weeks ago, 23 May | Get your application in now before you miss out!

Closing date: Closing date not specified

job Ref: 349b063a6f874430b134d950339bcd2e

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

Coordinate 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 methodologies

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

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

Prioritize and complete own workload to meet SLA requirements for service and productivity

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

Analyze 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 objectives

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 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)

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, Sound 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 of knowledge with some form of related training and/or related experience or skills

Ability to execute on standard and non-standard processes and requests of low to medium complexity with moderate to high risk/financial impact

Provides thorough analysis and/or specialized reporting or operational/process support

Requires general understanding of the overall function and/or businesses supported

Some complexity in operational / reporting / process and/or analysis function generally requiring a short- term focus

Completes work within specifically defined parameters with guidance / direction from management as necessary

May provide training to others on best practices, processes, etc. as well as guide junior staff for the completion of business as usual functions

Generally reports to a Team Manager or Group Manager

Undergraduate degree/ college diploma preferred and/or

3+ year relevant experience

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.