Lead Operations Officer

TD Bank

Aug 24, 2024

Job
Full-time
Mid Level
Customer Relations
Banking & Finance
Dublin
Quick Apply

AI generated summary

You should have an undergraduate degree or college diploma and at least 3 years of relevant experience.
You will manage transactions, ensure workflow efficiency, support partners, improve service delivery, handle escalations, train team members, and monitor compliance with policies and procedures.

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 this position?

The work location for this position is Dublin, Ireland.

What are the working hours for the Lead Operations Officer 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.

Is there a specific salary range for this role?

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

What type of transactions will I be handling in this position?

You will be executing more complex transactions and overrides accurately, on time, and in line with established guidelines and procedures.

Will I be involved in process improvement initiatives?

Yes, you will identify opportunities to improve service delivery and actively participate in process improvements.

What qualifications are required for this position?

An undergraduate degree or college diploma is preferred, along with 3+ years of relevant experience.

How does the organization support employee development?

The organization supports employee development through regular leadership and development conversations, mentorship, training programs, and providing access to an online learning platform.

What are the expectations regarding interactions with partners and colleagues?

You are expected to use effective relationship skills when communicating with partners and colleagues, dealing with difficult conversations as needed.

Is there any training provided for new hires?

Yes, training and onboarding sessions will be provided to ensure that you have everything you need to succeed in your new role.

Will I have responsibilities in managing a team?

Yes, you will assist team managers in running day-to-day operations and may provide training, coaching, and guidance to others on the team.

What policies and procedures will I need to communicate?

You will need to communicate any policy and procedural changes to your team and partners as part of your role.

Is there an accommodation process for the recruitment or interview?

Yes, if you require an accommodation for the recruitment or interview process, you can let us know, and we will work with you to meet your needs.

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