Job Description

Company Overview

Our Values
At TD we\'re guided by our purpose is to enrich the lives of our customers, communities and colleagues, and share a set of values that shape our culture and guide our behavior. In exchange for how our colleagues show up to help TD succeed, we are committed to delivering a colleague experience grounded in Impact, Growth and a Culture of Care. No matter where you work across TD, we empower you to make an impact at work and in your community, explore and grow your career and be part of our caring and inclusive culture.

Making Your Well-being a Priority
A caring and supportive culture that promotes colleague well-being is core to who we are. At TD, we focus on total well-being with extensive programs to help colleagues assess, manage, and improve their well-being across four core pillars - physical, financial, social and mental/emotional. In addition, we champion a safe, inclusive and supportive work environment to help colleagues feel a sense of belonging, and supported in their personal and professional growth. Through our focus on total well-being, we know that we can help our colleagues thrive, contribute to our culture of care, and support better business outcomes \xe2\x80\xa6 because when colleagues feel their best, they\'re more likely to do their best.

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, variable compensation, and several other key plans such as health and well-being benefits including medical, dental, vision & mental health coverage, savings and retirement programs, paid time off, banking benefits and discounts, career development, and reward and recognition programs.

How We Work
At TD, we believe in-person connections fuel collaboration and collective creativity. Our workplace experience empowers colleagues to do great work side-by-side at TD locations, while offering flexibility to work remotely where it makes sense for the work and team. Our teams work in one of three workplace models: hybrid, onsite and primarily remote. Wherever our colleagues are working, they\'ll always have access to the TD community and experience our culture of care.

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. 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. TD is a customer obsessed organization, and we are deeply committed to being a leader in customer experience, that is why we believe that all colleagues, no matter where they work, are customer facing. As we build our business and deliver on our strategy, we are innovating to enhance the customer experience and build capabilities to shape the future of banking. Whether you\'ve got years of banking experience or are just starting your career in financial services, we can help you realize your potential. Through regular leadership and development conversations to mentorship and training programs, we\'re here to support you towards your goals. As an organization, we keep growing - and so will you.

Job Requirements

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
• 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

Hours

37.5

Job Details

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)
• 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

Shareholder:

• Prioritize and complete own workload to meet SLA requirements for service and productivity
• 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
• 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
• 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

Workplace Model

Hybrid

Inclusiveness

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. We\'re dedicated to building an inclusive workforce that reflects the diversity of the customers and the communities in which we live and serve.

How We\'re Helping Make an Impact in Communities
TD has a long-standing commitment to help drive progress towards a more inclusive and sustainable future. That\'s why we launched the TD Ready Commitment in 2018, now a multi-year North American initiative. Under the TD Ready Commitment, we are targeting a total of $1 billion by 2030 in community giving four key, interconnected drivers of change: Financial Security, Vibrant Planet, Connected Communities, and Better Health. It\'s our goal to help support change, nurture progress, and contribute to making the world a better, more inclusive place for our customers, colleagues, and communities.

Accommodation
Your accessibility is important to us. Please let us know if you\'d like accommodations (including accessible meeting rooms, captioning for virtual interviews, etc.) to help us remove barriers so that you can participate throughout the interview process.

We look forward to hearing from you!

Additional Information

Experience and/or Education

• Undergraduate degree/ college diploma preferred and/or
• 3+ year relevant experience

Business Line

TD Canada Trust

Job Category - Primary

Operations & Underwriting

Job Category(s)

Operations & Underwriting

Job Family

Banking Operations

Time Type

Full Time

Employment Type

Regular

Pay Details

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 your recruiter and ask compensation related questions, including pay details for this role.

TD Bank