Operations Analyst II — Process Insights & Impact

TD Securities; Toronto; On-site; CAD 60,000 - 84,000; Full time

Job summary

TD Securities in Toronto, Ontario, is seeking a Customer Operations professional to execute complex transactions and overrides on time, document exceptions, and coordinate with partners on small-scale projects using defined project management methods. You will support inbound and outbound requests, ensuring service quality and adherence to SLAs.

You will analyze process drivers, contribute to reporting, and maintain strong working relationships with customers.

Qualifications

• Undergraduate degree/ college diploma.
• 3+ years relevant experience.

Responsibilities

• Execute more complex transactions and overrides accurately, on time and in line with established guidelines/procedures while adhering to 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 elevate 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.

Education

Undergraduate degree/ college diploma

Job description

TD Securities in Toronto, Ontario, is seeking a Customer Operations professional to execute complex transactions and overrides on time, document exceptions, and coordinate with partners on small-scale projects using defined project management methods. You will support inbound and outbound requests, ensuring service quality and adherence to SLAs.

You will analyze process drivers, contribute to reporting, and maintain strong working relationships with customers.