Operations Officer III

TD Bank; Mississauga; On-site; CAD 47,000 - 67,000; Full time

Job summary

TD Bank in Mississauga, Ontario, is seeking an Operations/Banking support professional to handle a broad range of transactions within the Operations function. The role emphasizes professional partner communication, adherence to SLAs, and escalation of issues to maintain service quality.

Key responsibilities include prioritizing workload, analyzing process drivers, and supporting partners with inbound and outbound requests within authority levels.

Qualifications

• Provide operational support and handle general to specialized transactions within Operations.
• Communicate professionally with partners, understanding customer needs and TD products.
• Execute complex transactions and overrides on time in line with SLAs.
• Refer or escalate processing issues to ensure service quality and resolution.
• Identify opportunities to improve service delivery and efficiency.
• Analyze process drivers, identify root causes, and recommend solutions.
• Support partners with inbound and outbound requests and adjustments within authority.

Responsibilities

• Prioritize and complete workload to meet SLA requirements for service and productivity.
• Stay informed on internal and industry regulations, trends, and risks affecting policies.
• Maintain confidentiality and exercise discretion in handling information.
• Contribute to development and implementation of standards to maximize service availability.
• Assist in creating presentations and communications for management or broader audiences.
• Identify and manage risks, ensuring resolution of escalated issues.
• Follow enterprise frameworks related to operations and support change management projects.

Job description

Work Location: Mississauga, Ontario, Canada

Hours: 37.5

Line of Business: Personal & Commercial Banking

Pay Details: $47,200 - $66,600 CAD

TD is committed to providing fair and equitable compensation opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role. The base pay actually offered may vary based upon the candidate's skills and experience, job-related knowledge, geographic location, and other specific business and organizational needs.

As a candidate, you are encouraged to ask compensation related questions and have an open dialogue with your recruiter who can provide you more specific details for this role.

Job Description

• Provide a broad range of operational support and perform general to specialized transactions and/or other processing activities for own Operations function.
• Communicate with partners in a professional manner, demonstrating clear understanding of customers/partners needs and knowledge of TD products and processes.

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)
• Refer or escape 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

Shareholder

• Prioritize and complete own workload to meet SLA requirements for service and productivity and / or support team manager in prioritizing and managing team workload
• 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
• 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
• Identify, lead and actively participate in process improvements and determine solutions that will allow business to grow

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 moderately defined guidelines and/or is responsible for activities involving multiple steps, systems, and jurisdictions
• Requires advanced skills and expertise in a range of products and services, processes, procedu