Senior Operations Analyst

TD Bank; Burlington; On-site; CAD 82,000 - 115,000; Full time

Job summary

TD Bank in Burlington, Ontario is seeking a cross-functional Process Analyst to support TDEF Operations. You will develop manuals, playbooks and SOPs, and drive critical projects to improve operating models and service quality.

Reporting to the Senior Manager Operations, you will partner with TD Equipment Finance and Business Bank stakeholders to translate data into actionable insights, implement new processes, and track performance to meet SLAs and regulatory requirements.

Qualifications

• Experience creating and maintaining SOPs and process documentation.
• Ability to analyze operational data and derive actionable insights.
• Strong collaboration with cross-functional teams including operations and finance.
• Experience in financial services is a plus.

Responsibilities

• Provide subject matter expertise/analysis for the function.
• Document processes, exceptions, and playbooks for key initiatives.
• Coordinate with partners to drive initiatives and escalate issues to leadership.
• Communicate project status and track KPI progress to meet SLAs.
• Identify opportunities for new products, workflows, and efficiencies.
• Develop QA strategies for TD Equipment Finance operations.

Skills

Process analysis

SOP development

Stakeholder management

Analytics & reporting

Job description

Work Location

Burlington, Ontario, Canada

Hours

35

Line of Business

Personal & Commercial Banking

Pay Details

81 600 $/$81,600 - 115 200 $/$115,200 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.

Job Description:

Job Description Summary

This role will report to the Senior Manager Operations and act as a cross functional process analyst within TDEF Operations and provide product support including manuals, playbooks, SOPs. The role will execute on critical projects and strategic special initiatives within a defined functional area that support the TDEF Business and Operations. This may require broader cross-functional partnership with various stakeholders within TD Equipment Finance and the Business Bank. Enhance management decision making on policies, processes, products and services based on insights generated from analytics and reporting, to advance the operating model / processes and elevate service quality. Facilitate the implementation of policies/processes and/or initiatives to meet functional objectives.

Customer:

• Provide deep technical subject matter expertise/analysis or operational process support as a key resource/representative for the function
• Identify, document, and investigate processes/exceptions arising from transactions/processes beyond first level operations service delivery, this would include Operations Manuals/ Playbooks and SOPs
• Act as conduit/coordinator/facilitator bringing in appropriate partners/expertise on key initiatives
• Communicate project status and provide timely escalation of issues to senior management to ensure project objectives are met
• Contribute to the identification, development and implementation of new products, operating workflow, additional services/products/applications and/or operational efficiencies
• Develop and execute on a QA strategy for all segments of TDEF business operations including funding & portfolio services.
• Develop SME within TDEF business including TDEF book of record and process.

Shareholder:

• Prioritize and manage own workload to meet SLA requirements for service and productivity
• Adhere to enterprise frameworks or methodologies that relate to activities for our business area
• Ensure respective programs/policies/practices are well managed, meets business needs, complies with internal and external requirements, and aligns with business priorities
• Conduct meaningful analysis at the functional or enterprise level using results to draw conclusions, make recommendations, assess the effectiveness of programs/ policies/ practices
• Monitor service, productivity and assess efficiency levels within own function and implement continuous process/performance improvements where opportunities exist
• Keep abreast of emerging issues, trends, and evolving regulatory requirements and assess potential impacts
• Maintain a culture of risk management and control, supported by effective processes in alignment with risk appetite

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
• Provide thought leadership and/ or industry knowledge by actively building operations knowledge, think critically about processes and opportunities for improvement, share ideas and transfer knowledge within the team and across the function
• 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
• Lead, motivate and develop relationships with internal and external business partners/ stakeholders to develop productive working relationships
• 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

• Expert knowledge and understanding of the operating environment, business processes and procedures, and transaction lifecycle for own area and as applicable across the function
• Executes on more complex and/or non-standard processes and requests of high complexity and risk/financial impact
• Researches and investigates a range of operational/ reporting / process issues
• Recommends and implement