Senior Operations Officer II

Work Location:

Hours:

Pay Details:

TD is committed to providing fair and equitable compensation opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role. The base pay actually offered may vary based upon the candidate's skills and experience, job-related knowledge, geographic location, and other specific business and organizational needs.

As a candidate, you are encouraged to ask compensation related questions and have an open dialogue with your recruiter who can provide you more specific details for this role.

Line of Business:

Job Description:

The Senior Operations Officer II - TDEF assigns and monitors the daily workflow and distribution for own functional area and ensuring the required documentation preparation, transaction processing and servicing system boarding is completed meeting all Service Level Goals. Provides a broad range of operational support to Relationship Managers, Business Development Officers and officers and is responsible for first point of escalations with internal and external partners, as well as operational effectiveness for own functional area. May be granted, Booking and Signing Authority for multiple product types and non-standard transactions Provides training and subject matter expertise to Ops Specialists.

Depth & Scope:

• Serves as an expert in operational function and performs end-to-end activities
• Requires a comprehensive understanding of a range of product and services, processes, procedures, systems and concepts within their own and related areas of specialty, and where transactions could be characterized by high complexity and risk
• May be Granted Documentation signing, closing and funding authority in accordance with Operations Guidelines and Authority Limits
• Leads problem resolution for issues that have been escalated, and/or escalate to appropriate level where further clarity or interpretation is required for higher complex policies or rules is required
• Completes work within specifically defined parameters with guidance / direction from management as necessary
• Requires diplomacy to exchange ideas and information with internal partners and management
• Acts as a deep subject matter process expert in a range of technical processes and procedures through job related training and considerable on the job experience to perform a range of work assignments
• Contributes deep technical knowledge to internal/external stakeholders
• Focus of work is weekly, monthly and/or longer with addition of ad-hoc and initiative based requests, as required
• Requires expert process management knowledge, through job related training and considerable on the job experience to lead a range of work assignments
• Requires advanced knowledge of the business unit / operational functions and interaction points with other related areas as well as regulatory issues/ requirements for jurisdictions supported
• May involve cross-functional teams across TD and/or involving external contacts

Education & Experience:

• High School diploma
• Undergraduate degree/ college diploma preferred
• 5+ years relevant experience

Customer Accountabilities:

• Acts as first point of escalation for resolving processing and operational questions and escalate when necessary
• Provides sound advice and solutions utilizing established customer service framework
• Ensures customer problems are handled appropriately by utilizing the established partner problem resolution process both internally and externally and escalating when required
• Positively contributes to the overall customer experience and foster good relationships with internal and external partners
• Contributes to the ongoing improvement of the customer experience within the Business Area
• Creates and/or recognizes exceptional customer service through established programs
• Communicates with customers, vendors and outside legal counsel in coordination with all stakeholders. May perform credit attestations
• Prepares and/or reviews documentation packages in accordance with guidelines and policies including sound to advanced understanding of pricing economics and TD TBSM cost of funds tools and rate lock procedures
• Prepares documentation in accordance with state and local sales,use, and personal property tax regulations and respond to customer inquiries regarding same
• Closes transactions within granted booking, funding and signing authority
• Verifies and approves servicing system booking accuracy including sales and property tax billing setup and accelerated depreciation per IRS regulations and payments via wire and check

Shareholder Accountabilities:

• Prioritizes and manages own workload to meet SLA requirements for service and productivity
• Consistently exercises discretion in managing correspondence, information and all matters of confidentiality; escalate issues where appropriate
• Be knowledgeable of practices and procedures within own area of responsibility and keep abreast of emerging trends for own functional area
• Protects the interests of the organization - identify and manage risks, and escalate non-standard, high risk transactions / activities as necessary
• Conducts internal and external research projects; support the development/delivery of presentations / communications to management or broader audience
• Conducts reporting and / or meaningful analysis at the functional or enterprise level using results to draw conclusions, make recommendations, assess the effectiveness of programs/ policies/ practices
• Monitors service, productivity and assess efficiency levels within own function and implement continuous process / performance improvements where opportunities exists
• Ensures documentation that is prepared / completed is accurate and properly reflects business intentions and is consistent with relevant rules / regulations
• Acquires and applies expertise in the discipline, provide guidance, assistance and direction to others
• Identifies, recommends and effectively executes standard practices applicable to the discipline
• Adheres to internal policies/procedures and applicable regulatory guidelines
• Keeps abreast of emerging issues, trends, and evolving regulatory requirements and assess potential impacts
• Maintains a culture of risk management and control, supported by effective processes in alignment with risk appetite
• May lead work streams by acting as a project lead / subject matter expert for small scale projects / initiatives in accordance with project management methodologies

Employee/Team Accountabilities:

• Participates fully as a member of the team, support a positive work environment that promotes service to the business, quality, innovation and teamwork and ensure timely communication of issues/ points of interest
• Supports the team by continuously enhancing knowledge / expertise in own area and participate in knowledge transfer within the team and business unit
• Keeps current on emerging trends/ developments and grow knowledge of the business, related tools and techniques
• Participates in personal performance management and development activities, including cross training within own team
• Keeps 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
• Contributes to the success of the team by willingly assisting others in the completion and performance of work activities
• Provides training, coaching and/or guidance as appropriate.
• Contributes to a fair, positive and equitable environment that supports a diverse workforce
• Acts as a brand ambassador for your business area/function and the bank, both internally and/or externally

Physical Requirements:

Never: 0%; Occasional: 1-33%; Frequent: 34-66%; Continuous: 67-100%

• Domestic Travel - Occasional
• International Travel - Never
• Performing sedentary work - Continuous
• Performing multiple tasks - Continuous
• Operating standard office equipment - Continuous
• Responding quickly to sounds - Occasional
• Sitting - Continuous
• Standing - Occasional
• Walking - Occasional
• Moving safely in confined spaces - Occasional
• Lifting/Carrying (under 25 lbs.) - Occasional
• Lifting/Carrying (over 25 lbs.) - Never
• Squatting - Occasional
• Bending - Occasional
• Kneeling - Never
• Crawling - Never
• Climbing - Never
• Reaching overhead - Never
• Reaching forward - Occasional
• Pushing - Never
• Pulling - Never
• Twisting - Never
• Concentrating for long periods of time - Continuous
• Applying common sense to deal with problems involving standardized situations - Continuous
• Reading, writing and comprehending instructions - Continuous
• Adding, subtracting, multiplying and dividing - Continuous

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required. The listed or specified responsibilities & duties are considered essential functions for ADA purposes.

Who We Are:

TD is one of the world's leading global financial institutions and is the fifth largest bank in North America by branches/stores. Every day, we strive to make every interaction, product, and experience remarkably human and refreshingly simple for over 27 million households and businesses in Canada, the United States and around the world. More than 95,000 TD colleagues bring their skills, talent, and creativity to foster deeper relationships, ensure disciplined execution, and build a simpler, faster banking experience. TD is deeply committed to being a leader in client experience, that is why we believe that all colleagues, no matter where they work, are client facing. Together, we are reimagining what banking can be for our clients, colleagues and communities.

Our Total Rewards Package

Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical and mental well-being goals. Total Rewards at TD includes base salary and variable compensation/incentiveawards (e.g., eligibility for cash and/or equity incentive awards, generally through participation in an incentive plan) and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off (including Vacation PTO, Flex PTO, and Holiday PTO), banking benefits and discounts, career development, and reward and recognition. Learn more

Additional Information:

We’re delighted that you’re considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we’re committed to providing the support our colleagues need to thrive both at work and at home.

Colleague Development

If you’re interested in a specific career path or are looking to build certain skills, we want to help you succeed. You’ll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities.

If you’re passionate about helping clients and building deep, lasting relationships, TD offers diverse career paths where you can grow your expertise and make a meaningful impact.

We're committed to your success and foster a respectful workplace where diverse perspectives are valued, everyone has fair opportunities to grow, and you can unlock your full potential to achieve your career goals. Here at TD, we hire and develop the best.

Training & Onboarding

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

Interview Process

We’ll reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.

Accommodation

TD Bank is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or any other characteristic protected under applicable federal, state, or local law.

If you are an applicant with a disability and need accommodations to complete the application process, please email TD Bank US Workplace Accommodations Program at [email protected]. Include your full name, best way to reach you and the accommodation needed to assist you with the applicant process.