Operations Analyst II

Job Description:

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

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

• Sound knowledge and understanding of the operating environment, business process and procedures, and transaction lifecycle for own area (e.g., processing environment, applications, software, hardware, products)

• Sound level of knowledge with some form of related training and/or related experience or skills

• Ability to execute on standard and non-standard processes and requests of low to medium complexity with moderate to high risk/financial impact

• Identifies key operational / reporting / process issues for own area

• Provides thorough analysis and/or specialized reporting or operational/process support

• Requires general understanding of the overall function and/or businesses supported

• Some complexity in operational / reporting / process and/or analysis function generally requiring a short- term focus

• May lead small scale initiatives or work stream packages for assigned area

• Completes work within specifically defined parameters with guidance / direction from management as necessary

• May provide training to others on best practices, processes, etc. as well as guide junior staff for the completion of business as usual functions

• Generally reports to a Team Manager or Group Manager

Experience and/or Education

• Undergraduate degree/ college diploma preferred and/or

• 3+ year relevant experience

Who We Are:

TD Securities offers a wide range of capital markets products and services to corporate, government, and institutional clients who choose us for our innovation, execution, and experience. With more than 6,500 professionals operating out of 40 cities across the globe, we help clients meet their needs today and prepare for tomorrow. Our services include underwriting and distributing new issues, providing trusted advice and industry-leading insight, extending access to global markets, and delivering integrated transaction banking solutions. In 2023, we acquired Cowen Inc., offering our clients access to a premier U.S. equities business and highly-diverse equity research franchise, while growing our strong, diversified investment bank. We are growth-oriented, people-focused, and community-minded. As a team, we work to deliver value for our clients every day.

Our Total Rewards Package
Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical, and mental 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, savings and retirement programs, paid time off, banking benefits and discounts, career development, and reward and recognition programs. Learn more

Additional Information:
We're delighted that you're considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we're committed to providing the support our colleagues need to thrive both at work and at home.

Please be advised that this job opportunity is subject to provincial regulation for employment purposes. It is imperative to acknowledge that each province or territory within the jurisdiction of Canada may have its own set of regulations, requirements.

Colleague Development
If you're interested in a specific career path or are looking to build certain skills, we want to help you succeed. You'll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities. Whether you have a passion for helping customers and want to expand your experience, or you want to coach and inspire your colleagues, there are many different career paths within our organization at TD - and we're committed to helping you identify opportunities that support your goals.

Training & Onboarding
We will provide training and onboarding sessions to ensure that you've got everything you need to succeed in your new role.

Interview Process
We'll reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.

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!

Language Requirement (Quebec only):
Sans Objet