Lead Operations Officer II

TD Bank

1mo ago

Job
Full-time
Mid Level
Dublin

AI generated summary

You should have an undergraduate degree or college diploma plus 3+ years of relevant experience.
You will execute transactions, monitor workflows, support partners, identify process improvements, manage escalations, provide training, and ensure service levels while maintaining operational effectiveness.

Requirements

Undergraduate degree/ college diploma preferred and/or
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)
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 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
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 deal with difficult conversations
Assist Team Managers to run day-to-day operations
Communicate policy and procedural changes
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
Prioritize, assign and monitor the daily workflow ensuring processing is completed meeting Service Level goals
Monitor and manage daily touch points and work distribution as needed
Identify, lead and actively participate in process improvements and determine solutions that will allow business to grow
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
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
Top level expert on products, end-to- end processes and systems for own specialized area
Handles 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
Low to moderate decision-making authority within defined parameters
Provides process / policy guidance to others - internal partners and external customers
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

FAQs

What is the work location for the Lead Operations Officer II position?

The work location for the Lead Operations Officer II position is Dublin, Ireland.

What are the working hours for this role?

The working hours for this role are 35 hours per week.

What line of business does this position fall under?

This position falls under the Personal & Commercial Banking line of business.

What is the compensation range for this position?

We encourage candidates to have an open dialogue with a member of our HR Team regarding compensation related questions and pay details for this role.

What kind of transactions will I be responsible for in this role?

In this role, you will execute more complex transactions and overrides accurately, on time, and in line with established guidelines/procedures.

Will I need to communicate with partners in this role?

Yes, you will interact with partners by responding to requests in an effective and timely manner.

What are the qualifications needed for this position?

An undergraduate degree/college diploma is preferred, and at least 3+ years of relevant experience is required.

What should I expect in terms of training and onboarding for this role?

We will provide training and onboarding sessions to ensure that you have everything you need to succeed in your new role.

Is there a focus on employee development within the organization?

Yes, we are committed to supporting colleagues in their personal performance management and development activities, including access to training programs and mentorship.

What is the main responsibility regarding service level goals in this role?

You will prioritize and complete your workload to meet SLA requirements for service and productivity, and may also support the team manager in managing team workload.

How does TD Bank support employee well-being?

TD Bank provides a Total Rewards package that includes health and well-being benefits, medical coverage, paid time off, career development, and reward and recognition programs.

What is the interview process for this position?

Candidates of interest will be reached out to schedule an interview, and we strive to communicate outcomes to all applicants by email or phone call.

TD Bank

Finance

Industry

10,001+

Employees

Mission & Purpose

Headquartered in Toronto, Canada, the Toronto-Dominion Bank and its subsidiaries are collectively known as TD Bank Group (TD). TD had CDN$1.9 trillion in assets on July 31, 2023. TD also ranks among the world’s leading online financial services firms, with more than 16 million active online and mobile customers. TD offers a full range of financial products and services to over 27.5 million customers worldwide through four key business lines: - Canadian Personal and Commercial Banking including TD Canada Trust, Business Banking, and MBNA - U.S. Retail including TD Bank, America’s Most Convenient Bank, TD Auto Finance (U.S.), TD Wealth (U.S.) and TD’s investment in Schwab - Wealth Management & Insurance including TD Wealth (Canada), TD Direct Investing, and TD Insurance - Wholesale Banking including TD Securities and TD Cowen