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Provides day-to-day team leadership and work direction to ensure effective and efficient operations, delivery of services/solutions in accordance with established service levels, quality standards, compliance and regulatory guidelines.

Customer:

• Lead a team to achieve business / operational objectives, maintain effective day-to-day operations and deliver quality service and business lifecycle processing consistent with objectives
• Monitor service delivery against standards and implements actions to ensure service deliverables are achieved consistently
• Represent the team as the first point of escalation for customers/business partners / external partners
• Apply knowledge of systems, processes and regulations in resolving escalated customer issues and ensure communication with key stakeholders
• Identify and guide remediation of reportable incidents/issues based on strong understanding of risk management framework of the Bank
• Actively engage internal partners to develop and maintain working relationships, build understanding of client needs and deliver optimal customer service and solutions
• Identify continuous improvement opportunities to strengthen client service
• Ensure all required processing / activities are complete and accurate to meet objectives for own area
• Coach team to ensure operations issues are handled appropriately and participate in the negotiation and resolution (including escalation) of significant internal and/or external partner issues

Shareholder:

• Supervise day-to-day operations / activities, balance workloads, ensure compliance to internal/external requirements and the achievement of service level standards and productivity targets
• May lead an operational production support group and provide management with analysis of key process drivers, production gaps, root cause analysis and performance/production issues where applicable
• Protect the interests of the organization; identify and manage risks, resolve escalated matters and refer complex and/or non-standard, high risk transactions/activities as needed
• Ensure adherence to compliance operating standards, processes, and controls; perform quality checks and validation of team members work
• Continuously review and/or update processes/procedures ensuring all functions and systems are well documented and in compliance with applicable internal and external requirements; recommend, implement and monitor the achievement of process enhancements
• Apply knowledge of systems, products/services, practices and procedures and external requirements/trends in achieving efficiency and productivity objectives for the group; assess performance based on team and function analytics
• Follow and ensure employees are knowledgeable of and comply with Bank and industry codes of conduct
• Ensure that employees are aware of the impact of their work on the activities of others outside of their function/unit
• Analyze service delivery issues, 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
• Adhere to enterprise frameworks and methodologies that relate to operations activities for own area (e.g. Anti-Money Laundering, Business Continuity Management)
• Participate in developing change plans and contributing to change management projects or programs that impact the business, functions or processes; act as a key change agent for a defined area
• Participate in and/or lead community initiatives and promote commitment to shared Enterprise values and commitments

Employee/Team:

• Lead, coach and support employees to drive a high performing team
• Contribute to the process of setting performance objectives for the team, track, monitor and effectively address and/or reward performance in a timely manner
• Provide ongoing feedback and performance reviews; ensure performance management activities are undertaken and completed for all employees
• Support strategic, future-focused recruitment and provide input to talent plans
• Create a dynamic work environment in line with TD's Employee Value Proposition; challenge the status quo
• Manage employees in compliance with all human resources policies, procedures and guidelines of conduct
• Share knowledge, information, skills, and subject matter expertise among the team and ensure the timely communication of issues
• Encourage good working relationships with other functions and teams
• Promote a fair and equitable environment that supports a diverse workforce and encourage the team to achieve common goals and objectives
• Facilitate change through positive reinforcement of milestones and successes as well as encouraging open discussion
• Operate with a One Team mindset
• Support an environment where the team freely escalates performance and production challenges

Breadth & Depth

• Provide people management leadership by recruiting top talent, setting goals, developing colleagues, managing employee performance and compensation decisions, promoting teamwork and handling any/all disciplinary actions, as required
• Oversees complex or diverse operations or functional area - impacts a significant part of the organization and entails leading teams in completing multiple step transactions / processes / activities that may involve numerous systems and/or jurisdictions, and range in complexity from medium to high
• Requires strong process management knowledge and understanding of the business unit and operational functions for the business area supported
• Plans, organizes and coordinates the activities for own area and resolves operational issues and work focus time horizon is generally medium term
• Leads a team focused on diverse, large- scale and/or complex processes / activities
• Decision making authority and ambiguity and nature of issues managed are generally more complex, risk oriented, time sensitive and/or impacts a significant part of the organization
• Effectively handles critical and/or high-risk issues, determining the most appropriate course of action for resolution
• Generally reports to a Group Manager

Experience and/or Education

• Undergraduate degree/ college diploma preferred and/or
• 5+ year relevant experience

At TD, we are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of our customers and communities in which we live and serve. If you require an accommodation for the recruitment/interview process (including alternate formats of materials, or accessible meeting rooms or other accommodation), please let us know and we will work with you to meet your needs.

Banking Operations

Operations & Underwriting

Operations & Underwriting

37.5

Corporate

Full Time

Regular

Canada

Ontario

Markham

3500 Steeles Avenue East Building 1

13-May-2023