Business Analyst II

Nov 1, 2024

Job
Full-time
Junior, Mid & Senior Level
Customer Relations
Business, Operations & Strategy
London
Quick Apply

AI generated summary

You must have telephony expertise, project management skills, relationship management, a passion for customer experience, and the ability to simplify complex challenges while multitasking effectively.
You will collaborate with stakeholders, manage telephony projects, provide subject matter expertise, influence solutions, and enhance customer experiences while ensuring effective operations.

Requirements

Provide day to day/operational support and oversight for retail telephony such as managing hours of operations, Supporting changes to menus and messaging in the Branch or Support IVR (including scripting, translation, facilitating recording and upload, managing Holiday messaging in the IVR.
Provide Telephony/Call Routing/IVR/Collaboration Systems subject matter expertise.
Manage all Telephony/Collaboration project deliverables from gathering business requirements to technology engagement, supporting testing, managing implementation, change management, communication.
Interacting with multiple stakeholders and line of business subject matter experts resulting in the implementation of technology that drives a superior customer experience balanced with effective operational efficiency.
Demonstrate expert knowledge of Telephony/ IVR/Call Routing infrastructure and solid knowledge of business unit strategies, tactics & goals.
Provide consultative support to partners on creative ways to implement IVR/Call Routing changes that both meet business objectives & are cost effective.
Demonstrate excellent relationship management and influencing skills and provide financial impacts as part of key recommendations, internally & externally.
An understanding of the branch telephone platform as well as WebEx, MS Teams and Jabber would be an asset.
Collaborate with partners such as Customer Experience, Technology or other Business areas to deliver telephony/collaboration solutions.
Maintain relationships with and coordinate all activities requiring professional voice talent, including translation coordination & cost containment.
Passion for the customer and colleague experience.
Forward thinking with the ability to work independently and proactively.
Proven ability to thrive in a team based working environment.
Confident in ability to multitask, prioritize and exceed multiple partner and project delivery expectations concurrently.
Provide ongoing reporting for Capability KPIs and support adhoc analysis that contribute to strategic initiatives.
Ability to influence at all levels (internal and external).
Skilled at consistently identifying, communicating and gaining support for creative options and solutions to resolve new and ever-changing challenges on a daily basis, combined with an ability to ask great questions when required.
Ability to simplify complex challenges and clearly translate and communicate (verbal and written) into easily understood options / recommendations.

Responsibilities

Collaboration; Direct interaction with Branch colleagues, Retail Business partners across the whole organization, and vendors to build effective relationships that allow productive business decisions to accomplish business goals
Subject matter expertise; Ensure partners / team (including external partners and vendors) possesses a strong understanding of the expected end to end customer approach
Creative thought leadership to identify, support and achieve defined project benefits
Partnering with technology teams to improve Retail Banking technology tools by designing, building, testing and deploying solutions that help accomplish business goals
A leader of change management by implementing solutions successfully to all impacted partners
Drive a collaborative, engaging and positive colleague experience (for the project team, our clients and business partners) by delivering business requirements with direct impact to the needs of the customer, employee, and business
Influence the art of the possible by identifying the desired future state, from the challenges, gaps and limitations of the current processes
Make a difference by promptly resolving, investigating, assessing options, mitigating risk and influencing issue outcomes
Expand learning opportunities when cross functional initiatives exist for Network and Collaboration projects
Provide day to day/operational support and oversight for retail telephony such as managing hours of operations, Supporting changes to menus and messaging in the Branch or Support IVR (including scripting, translation, facilitating recording and upload, managing Holiday messaging in the IVR.
Provide Telephony/Call Routing/IVR/Collaboration Systems subject matter expertise.
Manage all Telephony/Collaboration project deliverables from gathering business requirements to technology engagement, supporting testing, managing implementation, change management, communication.
Interacting with multiple stakeholders and line of business subject matter experts resulting in the implementation of technology that drives a superior customer experience balanced with effective operational efficiency.
Demonstrate expert knowledge of Telephony/ IVR/Call Routing infrastructure and solid knowledge of business unit strategies, tactics & goals.
Provide consultative support to partners on creative ways to implement IVR/Call Routing changes that both meet business objectives & are cost effective.
Demonstrate excellent relationship management and influencing skills and provide financial impacts as part of key recommendations, internally & externally.
An understanding of the branch telephone platform as well as WebEx, MS Teams and Jabber would be an asset.
Collaborate with partners such as Customer Experience, Technology or other Business areas to deliver telephony/collaboration solutions.
Maintain relationships with and coordinate all activities requiring professional voice talent, including translation coordination & cost containment
Passion for the customer and colleague experience
Forward thinking with the ability to work independently and proactively
Proven ability to thrive in a team based working environment
Confident in ability to multitask, prioritize and exceed multiple partner and project delivery expectations concurrently
Provide ongoing reporting for Capability KPIs and support adhoc analysis that contribute to strategic initiatives.
Ability to influence at all levels (internal and external)
Skilled at consistently identifying, communicating and gaining support for creative options and solutions to resolve new and ever-changing challenges on a daily basis, combined with an ability to ask great questions when required
Ability to simplify complex challenges and clearly translate and communicate (verbal and written) into easily understood options / recommendations

FAQs

What is the work location for the Business Analyst II position?

The work location for the Business Analyst II position is London, Ontario, Canada.

What are the working hours for this position?

The working hours for this position are 37.5 hours per week.

What is the salary range for the Business Analyst II role?

The salary range for the Business Analyst II role is $65,600 - $98,400 CAD.

Are there opportunities for growth and skill development in this role?

Yes, growth opportunities and skill development are defining features of the colleague experience at TD.

Is there a strong focus on collaboration in this role?

Yes, the role involves direct interaction and collaboration with Branch colleagues, Retail Business partners, and vendors to build effective relationships.

Will I have the chance to provide input on technology improvements?

Yes, you will be partnering with technology teams to improve Retail Banking technology tools by designing, building, testing, and deploying solutions.

What type of experience does this position require?

The position requires experience in telephony, IVR, call routing, and collaboration systems, along with strong relationship management skills.

What kind of support will I receive to succeed in this role?

You will receive training and onboarding sessions, regular development conversations, and access to an online learning platform.

Will I have exposure to different departments and initiatives?

Yes, you will have opportunities to expand learning across cross-functional initiatives involving Network and Collaboration projects.

Is there a process for accommodations if needed during the interview?

Yes, TD is committed to providing accommodations. You can let them know if you would like any specific accommodations to help remove barriers during the interview process.

TD

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Mission & Purpose

The Toronto-Dominion Bank & its subsidiaries are collectively known as TD Bank Group (TD). TD is the sixth largest bank in North America by branches & serves approximately 22 million customers in a number of locations in key financial centres around the globe. Over 85,000 TD employees represent the strongest team in banking. Delivering legendary customer experiences is who we are & is part of being the Better Bank. Visit our Careers page to learn more about TD & why TD is a great place to work.