Lead Operations Officer

TD Bank

15d ago

Job
Full-time
Mid Level
Dublin

AI generated summary

You should have an undergraduate degree or college diploma preferred, along with 3+ years of relevant experience.
You will execute transactions, monitor workflows, support partners, identify improvement opportunities, handle escalations, and ensure compliance while training and guiding team members.

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 position?

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

What are the working hours for this role?

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

What is the line of business for this position?

The line of business for this position is Personal & Commercial Banking.

Is the pay structure for the role disclosed in the job description?

While specific pay details are not disclosed, candidates are encouraged to have an open dialogue with a member of the HR Team regarding compensation-related questions.

What are the key responsibilities of a Lead Operations Officer?

Key responsibilities include executing complex transactions, monitoring daily workflow, providing operational support, identifying process improvements, and communicating policy changes.

What experience and education are preferred for this position?

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

What opportunities for development are available to employees in this role?

Employees have access to regular leadership and development conversations, mentorship, training programs, and a variety of career paths within the organization.

Will there be training provided for this role?

Yes, the organization will provide training and onboarding sessions to ensure you have everything needed to succeed in your new role.

Does TD support diversity in the workplace?

Yes, TD is committed to supporting a diverse workforce and fostering a fair, positive, and equitable environment.

How can I apply for the Lead Operations Officer position?

Interested candidates can apply for the position through the TD careers website or by following the application instructions provided in the job posting.

What is the interview process like for this position?

Candidates of interest will be contacted to schedule an interview, and outcomes will be communicated to all applicants by email or phone call.

Are accommodations available during the recruitment process?

Yes, if you require accommodations for the recruitment or interview process, you can inform the organization, and they 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