TDS Operations Analyst I

TD•Toronto, ON

2d•Onsite

About The Position

This role involves executing complex transactions and overrides accurately and on time, adhering to established guidelines and Service Level Agreements (SLAs). The analyst will identify, document, and investigate process exceptions, coordinate with partners on key initiatives, and potentially lead small-scale projects. They will also escalate operational issues, identify service delivery improvements, and provide analysis on process drivers and root causes. The role requires supporting partners with requests, performing adjustments within authority levels, and contributing to reporting. Maintaining customer relationships by resolving issues and explaining business processes is key. Interaction with other partners and vendors, providing guidance and addressing concerns, is also part of the role.

Requirements

Undergraduate degree/ college diploma
3+ year relevant experience

Nice To Haves

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 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 low to moderate-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.

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).
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.
Support the timely and accurate completion of business processes and procedures according to SLA requirements.
Contribute to business objectives for operational excellence -- identify, suggest and actively participate in improving standards, policies, procedures, and solutions.
Continually develop understanding of internal and industry regulations and trends, contributing to team 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.
Ensure documentation that is prepared / completed is accurate and properly reflects client / business intentions and is consistent with relevant rules / regulations.
Contribute to the development/delivery of presentations/ communications to management or broader audiences.
Ensure necessary due diligence to support the accuracy of all customer transactions / activities.
Maintain a culture of risk management and control, supported by effective processes in alignment with risk appetite; adhere to enterprise frameworks and methodologies that relate to operations activities for own area (e.g. Anti-Money Laundering, Business Continuity Management).
Protect the interests of the organization – identify and manage risks, and escalate non-standard, high risk transactions / activities as necessary.
Support change management projects or programs that impact the business, functions or processes and ensure clear communication and documentation of new processes.
Assume responsibility to minimize operational and regulatory risk by complying with Bank and industry Code of Conduct.
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/business services 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 Global Operations & Business Services.
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 Global Operations & Business Services and the bank, both internally and/or externally.