Lead Operations Officer

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 a member of our HR Team and ask compensation related questions, including pay 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).
- Monitor the daily workflow and distribution for own functional area and ensure required processing is completed meeting all Service Level goals.
- Provide a broad range of operational support to officers and is responsible for first point of escalations with partners, as well as operational effectiveness for own functional area.
- Identify, document, and investigate processes/exceptions arising from transactions/processes beyond first level operations service delivery.
- 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.
- Support partners with incoming transactions, validating information as needed to perform adjustments within authority levels.
- Interact with partners by responding to requests in an effective and timely manner.
- Use effective relationship skills when communicating with partners/colleagues and deal with difficult conversations.
- Assist Team Managers to run day-to-day operations.
- Communicate policy and procedural changes.

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.
- Prioritize, assign and monitor the daily workflow ensuring processing is completed meeting Service Level goals.
- Monitor and manage daily touch points and work distribution as needed.
- 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.
- Handles escalated issues and provides work guidance as a resource to others.
- Accountable for resolving exceptions, non-standard issues/transactions and/or escalating to appropriate level where further clarity or interpretation of more complex policies or rules is required.
- 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.
- 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.
- May interact with cross-functional teams and/or involving external contacts.
- Generally reports to a Team Manager.

Experience and/or Education:

- Undergraduate degree/college diploma preferred and/or
- 3+ 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 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 and several other key plans such as health and well-being benefits, including medical coverage, paid time off, 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.

Colleague Development:
If you’re interested in a specific career path or are looking to build certain skills, we want to help you succeed. You’ll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities.

Training & Onboarding:
We will provide training and onboarding sessions to ensure that you’ve got everything you need to succeed in your new role.

Interview Process:
We’ll reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.

Accommodation:
If you require an accommodation for the recruitment/interview process (including alternate formats of materials, or accessible meeting rooms or other accommodation), please let us know and we will work with you to meet your needs.

Our Values:
At TD we’re guided by our purpose to enrich the lives of our customers, communities and colleagues, and share a set of values that shape our culture and guide our behavior.

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.

Helping to Make an Impact in Communities – TD Ready Commitment:
TD has a long-standing commitment to help drive progress towards a more inclusive and sustainable future.

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