Senior Business Insights Analyst (Credit Cards, Payments, Loyalty & Personal Lending)

TD•Toronto, ON

2d•Onsite

About The Position

As a member of the Customer Monitoring and Remediation team within Canadian Credit Cards, Payments, Loyalty & Personal Lending (CCPL & PL), your primary responsibility will be to support Autotesting for Personal Lending. This involves a data-driven and automated approach to monitoring various credit card programs and processes to ensure adherence to regulations, desired outcomes, and a focus on customer experience. You will use Python, advanced data analytics, and subject matter expertise to create and automate scripts aimed at detecting problems in the bank as they happen. You will leverage a variety of data sources to assess processes from end to end, flagging where our obligation to the customer does not align with their expectation – mixing technical and business skills perfectly. This modern approach to QA leverages data evidence to expand capabilities from a sample-based approach all the way up to the entire customer base. You will play a key role in supporting newly launched projects and existing processes to identify gaps on an ongoing basis with the goal of identification before customer escalation or impact. You will use data triggers and process knowledge to build data queries and calculations built to review the entire process and identify exceptions or negative impacts on customers.

Requirements

Demonstrate knowledge of SQL, Python and cloud computing programming
Good understanding of the TD Card and/or MBNA Card portfolios and the lines of business supported
Ability to work, research, and resolve issues independently while sharing best practices and knowledge with colleagues
Superior time management skills; be able to manage multiple assignments with competing priorities successfully
Ability to quickly understand, acquire and apply new technical skills and apply those understandings to diverse requirements and cross-relational problems and solutions
An Innovative, evidence oriented, and critical thinker with an eye to use data to illustrate problems effective and persuasively
Observed leadership abilities and desire to assume responsibility for deliverables
Flexibility to adapt and manage within a dynamic and high change environment
Excellent verbal and written communication skills and ability to develop strong relationships with peers, internal, and external stakeholders
Ability to analyse scenarios to reach acceptable compromises between technology impacts and customer service

Nice To Haves

Knowledge of TSYS/TS2 and the Account Management Triad technical environment and applications supported is an asset
Experience with TSYS Analytics is an asset
Experience with Azure or other cloud computing solution is an asset
Experience in Microsoft Word, PowerPoint and Visio is an asset
Experience with JIRA and Confluence is an asset

Responsibilities

Lead partner interaction, planning, and build of Autotesting suites in support of incoming requests of new or existing processes.
Work with partners to review implementation plans and suggest enhancements to prevent issues based on misalignment of disclosure, confusing terms, or previously identified problems.
Create simple and complex queries to support and validate new and existing processes with a focus on identifying undesirable outcomes as quickly as possible.
Analyze and champion opportunities for continuous improvements within team processes to increase efficacy and simplicity of interactions, technology, and processes.
Assist in planning and automating QC processes aimed at verifying regulatory compliance and customer facing offers.
Work with Incident Management, Issue Management, and product owners to effectively escalate problems identified through the testing.
Thoroughly document work, process details, and other contextual items to ensure resiliency and longevity of understanding is sustainable.
Support other analysts in their projects and development of skills through feedback, collaboration, and secondary reviews.
Design solutions for data retrieval to best meet the needs of the business in an effective and resilient manner.
Participate in the development of new monitoring activities through detailed research and understanding of current bank regulations, policies, and processes.
Provide consultation for Business Units regarding testing or lessons learned to ensure smooth transition of escalations or prevention from previously identified issues.