Operations Analyst II

Work Location: Mississauga, Ontario, Canada Hours: 37.5 Line of Business: Personal & Commercial Banking Pay Details: $59,500 - $84,000 CAD TD is committed to providing fair and equitable compensation opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role. The base pay actually offered may vary based upon the candidate's skills and experience, job-related knowledge, geographic location, and other specific business and organizational needs. 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: 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) • 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 • 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 • 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 Shareholder: • 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 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 • 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 • Identifies key operational / reporting / process issues for own area • Provides thorough analysis and/or specialized reporting or operational/process support • Requires general understanding of the overall function and/or businesses supported • Som