Business Application Specialist (Business Operations Support Lead)

TD•Toronto, ON

4d•CA$96,900 - CA$136,800•Onsite

About The Position

As the business lead and functional business expert, this role manages a diverse portfolio of business application management activities. It acts as a business lead and functional business specialist, providing input and executing on strategies, roadmaps, and forecasts, while managing relationships with technology and business consumers. This role will support, lead, and drive TD Data Cloud User Operational and Platform Support across the Rahona Platform to provide dedicated support, service management, and ownership. The position requires an individual with a high degree of personal initiative and strong communication, problem-solving, and analytical skills. Strong interpersonal skills are necessary to interact effectively with various stakeholders and partners, including Technology, Data Governance, Control Partners, and Audit. As the Rahona platform continues to grow, a dedicated Rahona Support Lead is required to provide end-to-end ownership of support operations, service management, escalation handling, and continuous service improvement, ensuring a consistent and high-quality user experience.

Requirements

Undergraduate degree or technical certificate
7+ years of relevant experience
Experience in Support Operations
Stakeholder and customer relationship management
Incident/problem management and issue-tracking tools (e.g., Jira, ServiceNow)
Experience working directly with data and the underlying usage.
Ability to communicate effectively in both oral and written form and bridge the gap between business users and their technical requirements.
High degree of multitasking and/or prioritization may be required.
Ability to facilitate details and manage multiple customers/LOB's at the same time.

Nice To Haves

Proficiency with Microsoft Azure is an asset.
Working knowledge of Agile (SCRUM or KANBAN) methodology is an asset.
Some knowledge of SQL, Python, Excel is an asset.
Knowledge of AI tools and capabilities is an asset.
Knowledge of data policy and governance principles

Responsibilities

Owns and/or maintains a 3-year roadmap to establish vision, clarity, and alignment with the strategic and tactical direction of the business.
Acts as the business application lead/owner/manager for application strategy, delivery, performance, access, data availability & integrity, data retention & disposition, remediation alignment, priorities, and plans.
Manages deployment and change management for initiatives relating to owned/managed applications.
Acts as the application and technology budget owner/manager (excluding Innovation).
Provides business SME ownership/input as required into project artifacts (ideation, business case, BRD, DIA, SRS, etc.).
Ensures that all guidelines and controls are in place to protect customer information and that the application is compliant from a risk/privacy perspective, including adherence and compliance with enterprise application/data lifecycle practices for own work and the work of others.
Responsible for access approvals and access attestation.
Manages/Owns the infrastructure/operational budget for the application and prioritizes and approves initiatives to ensure the correct items are being worked on.
Works with business partners to provide input on possible work processes and system changes required to support their business.
Participates in large Enterprise programs as a SME for business functionality of the owned/managed applications.
Reviews all Business Application Risk Assessments (BARA) annually and participates in the Basel Data Governance Ongoing Compliance Program or any other regulatory reviews as required.
Responsible for communication to business partners of any planned system outages that impact their channel/business process.
Reviews and signs off on all project documentation as well as for deployment.
Coordinates with relevant stakeholders to support the development of sound business cases with an ongoing focus on reusability, scalability, innovation, and enterprise-wide solutions.
Owns overall accountability for risk and controls for the application and manages risk assessments and testing.
Ensures adherence to guidelines and regulatory requirements under Privacy, Legal, Compliance, and the Office of the Chief Data Officer.
Reviews and approves all in-take requests for new projects and provides directions as required on the initiative.
Tracks individual progress of each active project and assists in the preparation of monthly project reporting and partner/executive dashboard reporting.
Builds and maintains positive relationships with businesses, technology groups, and key stakeholders to identify and assess new project in-take requests.
Maintains an "end to end" view of the customer, business, and processes to triage new requests based on changing partner needs.
Identifies and understands emerging risks related to project activity and ensures business requirements and solutions appropriately mitigate risks.
Ensures the team maintains compliance and procedure guidelines to support satisfactory audit results.
Manages relationships with project team members, third-party vendors/service partners, other technology, and client areas as appropriate.
Manages and/or oversees the implementation of solutions and works closely with key business leaders to optimize and maximize the availability of service, efficiency, and effectiveness.
Participates fully as a member of the team, supports a positive work environment that promotes service to the business, quality, innovation, and teamwork, and ensures timely communication of issues/points of interest.
Provides thought leadership and/or industry knowledge for own area of expertise and participates in knowledge transfer within the team and business unit.
Keeps current on emerging trends/developments and grows knowledge of the business, related tools, and techniques.
Participates in personal performance management and development activities, including cross-training within own team.
Keeps 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.
Contributes to team development of skills and capabilities through mentorship of others, by sharing knowledge and experiences, and leveraging best practices.
Leads, motivates, and develops relationships with internal and external business partners/stakeholders to develop productive working relationships.
Contributes to a fair, positive, and equitable environment that supports a diverse workforce.
Acts as a brand ambassador for your business area/function and the bank, both internally and/or externally.
Participates in knowledge transfer within the team and other business units, including participation in cross-functional groups or committees (e.g., Data Councils).