Senior Wealth Operations Officer Preferred Candidate

TD Bank; Toronto; Remote; CAD 53,000 - 74,000; Full time

Job summary

TD Bank in Toronto, Ontario, is seeking an operations professional within TD Wealth to manage complex transactions, support officers, and ensure SLA-driven processing in a fast-paced environment. You will monitor workflows, escalate issues, and participate in continuous improvements while collaborating with cross-functional partners to deliver accurate, timely service.

The role requires a university degree and 3+ years of relevant experience; hybrid work options may be available and the team

Qualifications

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

Responsibilities

• 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)
• Monitor the daily workflow and distribution for own functional area and ensure required processing is completed meeting all Service Level goals.
• Provide a broad range of operational support to officers and is responsible for first point of escalations with partners, as well as operational effectiveness for own functional area
• Identify, document, and investigate processes / exceptions arising from transactions / processes beyond first level operations service delivery
• Refer or escalation 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
• Support partners with incoming transactions, validating information as needed to perform adjustments within authority levels
• Interact with partners by responding to requests in an effective and timely manner
• Use effective relationship skills when communicating with partners / colleagues and in dealing with difficult conversations
• Assist Team Managers to run day to day operations and efficient workflow
• Communicate policy and procedural changes

Education

Undergraduate degree/ college diploma preferred

Job description

Remote

Toronto, Ontario

Full time

R_1512241

Work Location:

Toronto, Ontario, Canada

Hours:

37.5

Line of Business:

TD Wealth

Pay Details:

$52,700 - $74,400 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:

KEY ACCOUNTABILITIES

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)

• Monitor the daily workflow and distribution for own functional area and ensure required processing is completed meeting all Service Level goals.

• Provide a broad range of operational support to officers and is responsible for first point of escalations with partners, as well as operational effectiveness for own functional area

• Identify, document, and investigate processes / exceptions arising from transactions / processes beyond first level operations service delivery

• Refer or escalation 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

• Support partners with incoming transactions, validating information as needed to perform adjustments within authority levels

• Interact with partners by responding to requests in an effective and timely manner

• Use effective relationship skills when communicating with partners / colleagues and in dealing with difficult conversations

• Assist Team Managers to run day to day operations and efficient workflow

• Communicate policy and procedural changes

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, demonstrating a proactive understanding of the changing landscape

• Analyze service, productivity and assess efficiency levels within own function and implement continuous process / performance improvements where opportunities exist

• Assist in analysis, development, testing and implementation of operating technology and process improvements

• Conduct internal / external research and / or contribute to audit reviews

• Run testing and generate reports to provide solutions to leaders within TD's risk appetite

• Actively maintain understanding of internal and industry product/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

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

• 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 an inclusive and 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

• Requires specialized process and technical expertise and performs multiple and/or diverse tasks that are highly complex, involving multiple steps, systems, and jurisdictions

• Uses sound judgement and understanding of process/policy risk when recommending exceptions outside general practices or guidelines

• May act as a team lead

• Handles 1st level escalated issues and provides work guidance as a resource to others

• 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 moderate to high risk/financial impact

• Decision-making authority within defined parameters

• Provides process / policy guidance to others – internal partners and external clients

• 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 or Group Manager

EXPERIENCE & EDUCATION

• Undergraduate degree/ college diploma preferred and/or

• 3+ years relevant experience

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/stores. Every day, we strive to make every interaction, product, and experience remarkably human and refreshingly simple for 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 foster deeper relationships, ensure disciplined execution, and build a simpler, faster banking experience. TD is deeply committed to being a leader in client experience, that is why we believe that all colleagues, no matter where they work, are client facing. Together, we are reimagining what banking can be for our clients, colleagues and communities.

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 (http://www.td.com/ca/en/about-td/who-we-are/benefits-of-working-at-td)

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.

If you’re passionate about helping clients and building deep, lasting relationships, TD offers diverse career paths where you can grow your expertise and make a meaningful impact.

We're committed to your success and foster a respectful workplace where diverse perspectives are valued, everyone has fair opportunities to grow, and you can unlock your full potential to achieve your career goals. Here at TD, we hire and develop the best.

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

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Our Values

At TD we’re guided by our purpose 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.

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.

Helping to Make an Impact in Communities – TD Ready Commitment

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 C$1 billion by 2030 in community giving across 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. Learn more: Canada (https://www.td.com/ca/en/about-td/ready-commitment) | US (https://www.td.com/us/en/about-us/communities/ready-commitment) | Europe & Asia Pacific (https://www.td.com/ca/en/about-td/ready-commitment)

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