Senior Operations Officer

Job title:

Senior Operations Officer

Company

TD Bank

Job description

Company Overview

Our Values
At TD we’re guided by our purpose is to enrich the lives of our customers, communities and colleagues, and share a set of values that shape our culture and guide our behavior. In exchange for how our colleagues show up to help TD succeed, we are committed to delivering a colleague experience grounded in Impact, Growth and a Culture of Care. No matter where you work across TD, we empower you to make an impact at work and in your community, explore and grow your career and be part of our caring and inclusive culture.

Making Your Well-being a Priority
A supportive culture that promotes colleague well-being is core to who we are. At TD, we focus on total well-being with extensive programs to help colleagues assess, manage, and improve their well-being across four core pillars – physical, financial, social and mental/emotional. In addition, we champion a safe and inclusive work environment so colleagues feel a sense of belonging and feel supported in their personal and professional growth. Through our focus on well-being, we know that we can help our colleagues thrive, contribute to our culture of care, and support better business outcomes, because when colleagues feel their best, they’re more likely to do their best.

Our Total Rewards Package
Our 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, variable compensation, and several other key plans such as health and well-being benefits including medical, dental, vision & mental health coverage, savings and retirement programs, paid time off, banking benefits and discounts, career development, and reward and recognition programs.

How We Work
At TD, we believe in-person connections fuel collaboration and collective creativity. Our workplace experience empowers colleagues to do great work side-by-side at TD locations, while offering flexibility to work remotely where it makes sense for the work and team. Our teams work in one of three workplace models: Hybrid, Onsite and Primarily Remote. Wherever our colleagues are working, they’ll always have access to the TD community and experience our culture of care.

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. 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.

Department Overview

Provides day-to-day team leadership and work direction to ensure effective and efficient operations, delivery of services/solutions in accordance with established service levels, quality standards, compliance and regulatory guidelines

Job Requirements

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

Hours

37.5

Job Details

• Lead a team to achieve business / operational objectives, maintain effective day-to-day operations and deliver quality service and business lifecycle processing consistent with objectives
• Monitor service delivery against standards and implements actions to ensure service deliverables are achieved consistently
• Represent the team as the first point of escalation for customers/business partners / external partners
• Apply knowledge of systems, processes and regulations in resolving escalated customer issues and ensure communication with key stakeholders
• Identify and guide remediation of reportable incidents/issues based on strong understanding of risk management framework of the Bank
• Actively engage internal partners to develop and maintain working relationships, build understanding of client needs and deliver optimal customer service and solutions
• Identify continuous improvement opportunities to strengthen client service
• Ensure all required processing / activities are complete and accurate to meet objectives for own area
• Coach team to ensure operations issues are handled appropriately and participate in the negotiation and resolution (including escalation) of significant internal and/or external partner issues

Shareholder:

• Supervise day-to-day operations / activities, balance workloads, ensure compliance to internal/external requirements and the achievement of service level standards and productivity targets
• May lead an operational production support group and provide management with analysis of key process drivers, production gaps, root cause analysis and performance/production issues where applicable
• Protect the interests of the organization; identify and manage risks, resolve escalated matters and refer complex and/or non-standard, high risk transactions/activities as needed
• Ensure adherence to compliance operating standards, processes, and controls; perform quality checks and validation of team members work
• Continuously review and/or update processes/procedures ensuring all functions and systems are well documented and in compliance with applicable internal and external requirements; recommend, implement and monitor the achievement of process enhancements
• Apply knowledge of systems, products/services, practices and procedures and external requirements/trends in achieving efficiency and productivity objectives for the group; assess performance based on team and function analytics
• Follow and ensure employees are knowledgeable of and comply with Bank and industry codes of conduct
• Ensure that employees are aware of the impact of their work on the activities of others outside of their function/unit
• Analyze service delivery issues, 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
• Adhere to enterprise frameworks and methodologies that relate to operations activities for own area (e.g. Anti-Money Laundering, Business Continuity Management)
• Participate in developing change plans and contributing to change management projects or programs that impact the business, functions or processes; act as a key change agent for a defined area
• Participate in and/or lead community initiatives and promote commitment to shared Enterprise values and commitments

Workplace Model

Hybrid

Inclusiveness

Our Commitment to Diversity, Equity, and Inclusion
At TD, we’re committed to fostering an environment where all colleagues are encouraged to bring their authentic selves to work, experience equitable opportunities, and feel respected and supported. We’re dedicated to building an inclusive workforce that reflects the diversity of the customers and the communities in which we live and serve.

Accommodation
Your accessibility is important to us. Please let us know if you’d like accommodations (including accessible meeting rooms, captioning for virtual interviews, etc.) to help us remove barriers so that you can participate throughout the interview process.

How We’re Helping Make an Impact in Communities
TD has a long-standing commitment to help drive progress towards a more inclusive and sustainable future. That’s why we launched the TD Ready Commitment in 2018, now a multi-year North American initiative. Under the TD Ready Commitment, we are targeting a total of $1 billion by 2030 in community giving four key, interconnected drivers of change: Financial Security, Vibrant Planet, Connected Communities, and Better Health. It’s our goal to help support change, nurture progress, and contribute to making the world a better, more inclusive place for our customers, colleagues, and communities.

We look forward to hearing from you!

Business Line

TD Canada Trust

Job Category – Primary

Commercial Banking

Job Category(s)

Commercial Banking

Job Family

Retail / Commercial Operations

Time Type

Full Time

Employment Type

Regular

Pay Details

We’re committed to providing fair and equitable compensation to all our colleagues. As a candidate, we encourage you to have an open dialogue with your recruiter and ask compensation related questions, including pay details for this role.

Careers Web Site Cities

Canada-Ontario-Mississauga

Expected salary

Location

Mississauga, ON

Job date

Wed, 31 Jan 2024 06:00:16 GMT

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