Analyste II, Opérations, VMTD

Analyste II, Opérations, VMTD

Work Location: London, Royaume-Uni

Hours: 35

Line of Business: Valeurs Mobilières TD

Pay Details: We’re committed to providing fair and equitable compensation to all our colleagues. As a candidate, we encourage you to have an open dialogue with a member of our HR Team and ask compensation related questions, including pay details for this role.

Job Description:

Customer

• 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.

Shareholder

• 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.

Employee/Team

• 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.

Breadth & Depth

• 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.
• Generally reports to a Group Manager.

Experience and/or Education

• Undergraduate degree/college diploma.
• 3+ year relevant experience.

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