Full-Time

Lead Operations Officer II

Posted on 1/28/2025

TD Bank

TD Bank

10,001+ employees

Offers banking and financial services

Fintech
Financial Services

Mid

London, UK

Category
Quality Control & Compliance
Supply Chain Management
Operations & Logistics
Required Skills
Risk Management
Customer Service
Data Analysis

You match the following TD Bank's candidate preferences

Employers are more likely to interview you if you match these preferences:

Degree
Experience
Requirements
  • Undergraduate degree/ college diploma
  • 3+ year 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)
  • 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 escalate 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
  • Support the timely and accurate completion of business processes and procedures according to SLA requirements
  • Contribute to business objectives for operational excellence -- identify, suggest and actively participate in improving standards, policies, procedures, and solutions
  • Continually develop understanding of internal and industry regulations and trends, contributing to team 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
  • Analyze service delivery issues and 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
  • Ensure documentation that is prepared / completed is accurate and properly reflects client / business intentions and is consistent with relevant rules / regulations
  • Contribute to the development/delivery of presentations/ communications to management or broader audiences
  • Ensure necessary due diligence to support the accuracy of all customer transactions / activities
  • Maintain a culture of risk management and control, supported by effective processes in alignment with risk appetite; adhere to enterprise frameworks and methodologies that relate to operations activities for own area (e.g. Anti-Money Laundering, Business Continuity Management)
  • Protect the interests of the organization – identify and manage risks, and escalate non-standard, high risk transactions / activities as necessary
  • Support change management projects or programs that impact the business, functions or processes and ensure clear communication and documentation of new processes
  • Assume responsibility to minimize operational and regulatory risk by complying with Bank and industry Code of Conduct
  • 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/business services 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 Global Operations & Business Services
  • 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 Global Operations & Business Services and the bank, both internally and/or externally
  • Sound knowledge and understanding of the operating environment, business process and procedures, and transaction lifecycle for own area (e.g., processing environment, applications, software, hardware, products)
  • Sound level knowledge with some form of related training and/or related experience or skills
  • Ability to execute on standard and non-standard processes and requests of low to medium complexity with moderate to high- risk/financial impact
  • Identifies key operational/ reporting/process issues for own area
  • Provides thorough analysis and/or specialized reporting or operational/process support
  • Requires general understanding of the overall function and/or businesses supported
  • Some complexity in operational/reporting/ process and/or analysis function generally requiring a short-term focus
  • May lead small scale initiatives or work stream packages for assigned area
  • Completes work within specifically defined parameters with guidance/ direction from management as necessary
  • May provide training to others on best practices, processes, etc. as well as guide junior staff for the completion of business as usual functions

TD Bank offers a variety of banking services for individuals, businesses, and corporations, primarily in North America. Its main services include personal banking, business banking, and wealth management, which encompass checking and savings accounts, credit cards, loans, mortgages, and investment products. The bank provides digital banking solutions that enable clients to manage their finances through online platforms and mobile applications, featuring services like bill pay, mobile deposits, money transfers, and card management. Unlike many competitors, TD Bank focuses on a broad range of services catering to both everyday consumers and large enterprises. The goal of TD Bank is to provide accessible and comprehensive financial services to meet the diverse needs of its clients.

Company Size

10,001+

Company Stage

IPO

Total Funding

N/A

Headquarters

Toronto, Canada

Founded

1955

Simplify Jobs

Simplify's Take

What believers are saying

  • Digital banking adoption is driving demand for enhanced mobile banking features.
  • Open banking allows TD Bank to collaborate with fintech for personalized services.
  • Sustainability trends support TD Bank's focus on green finance initiatives.

What critics are saying

  • Competition from fintechs pressures TD Bank to innovate rapidly.
  • Rising interest rates may reduce demand for new home loans.
  • Remote work trends could impact TD Bank's commercial real estate investments.

What makes TD Bank unique

  • TD Bank is leveraging AI for advanced fraud detection and prevention.
  • The bank is integrating ESG criteria into its lending and investment decisions.
  • TD Bank is exploring blockchain for cross-border transaction efficiency.

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Benefits

Health Insurance

Paid Vacation

Flexible Work Hours

Professional Development Budget

Mental Health Support

Wellness Program

Performance Bonus

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