Senior Wealth Operations Officer

TD•Toronto, ON

1d•Onsite

About The Position

This role is responsible for executing more complex transactions and overrides accurately, on time, and in line with established guidelines and procedures, while adhering to Service Level Agreements (SLAs). The Senior Wealth Operations Officer monitors daily workflow, provides operational support, and acts as a first point of escalation for partners. They identify, document, and investigate processes and exceptions, and escalate issues as needed to ensure resolution and maintain service quality. The role also involves identifying opportunities to improve service delivery and interacting with partners to respond to requests effectively. Additionally, the position supports Team Managers in running daily operations and ensuring efficient workflow, and communicates policy and procedural changes.

Requirements

Undergraduate degree/ college diploma preferred and/or 3+ years relevant experience
Requires specialized process and technical expertise and performs multiple and/or diverse tasks that are highly complex, involving multiple steps, systems, and jurisdictions
Uses sound judgement and understanding of process/policy risk when recommending exceptions outside general practices or guidelines
May act as a team lead
Handles 1st level 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
Decision-making authority within defined parameters
Provides process / policy guidance to others – internal partners and external clients
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

Nice To Haves

Undergraduate degree/ college diploma preferred

Responsibilities

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
Identify opportunities to improve service delivery
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 in dealing with difficult conversations
Assist Team Managers to run day to day operations and efficient workflow
Communicate policy and procedural changes
Prioritize and complete own workload to meet SLA requirements for service and productivity and or support team manager in prioritizing and managing team workload, demonstrating a proactive understanding of the changing landscape
Analyze service, productivity and assess efficiency levels within own function and implement continuous process / performance improvements where opportunities exist
Assist in analysis, development, testing and implementation of operating technology and process improvements
Conduct internal / external research and / or contribute to audit reviews
Run testing and generate reports to provide solutions to leaders within TD's risk appetite
Actively maintain understanding of internal and industry product/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
Participate fully as a member of the team, support a positive work environment that promotes service to the business, quality, innovation and teamwork
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 an inclusive and diverse workforce
Act as a brand ambassador for the function and the bank, both internally and/or externally