Team Manager II, Operations

Work Location:
Toronto, Ontario, Canada

Hours:
37.5

Line of Business:
Personal & Commercial Banking

Pay Details:
$65,600 - $98,400 CAD

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.

Job Description:

Customer:

• Lead a team to achieve business / operational objectives, maintain effective day-to-day operations and deliver quality service and business lifecycle processing consistent with objectives
• Monitor service delivery against standards and implements actions to ensure service deliverables are achieved consistently
• Represent the team as the first point of escalation for customers/business partners / external partners
• Apply knowledge of systems, processes and regulations in resolving escalated customer issues and ensure communication with key stakeholders
• Identify and guide remediation of reportable incidents/issues based on strong understanding of risk management framework of the Bank
• Actively engage internal partners to develop and maintain working relationships, build understanding of client needs and deliver optimal customer service and solutions
• Identify continuous improvement opportunities to strengthen client service
• Ensure all required processing / activities are complete and accurate to meet objectives for own area
• Coach team to ensure operations issues are handled appropriately and participate in the negotiation and resolution (including escalation) of significant internal and/or external partner issues

Shareholder:

• Supervise day-to-day operations / activities, balance workloads, ensure compliance to internal/external requirements and the achievement of service level standards and productivity targets
• May lead an operational production support group and provide management with analysis of key process drivers, production gaps, root cause analysis and performance/production issues where applicable
• Protect the interests of the organization; identify and manage risks, resolve escalated matters and refer complex and/or non-standard, high risk transactions/activities as needed
• Ensure adherence to compliance operating standards, processes, and controls; perform quality checks and validation of team members work
• Continuously review and/or update processes/procedures ensuring all functions and systems are well documented and in compliance with applicable internal and external requirements; recommend, implement and monitor the achievement of process enhancements
• Apply knowledge of systems, products/services, practices and procedures and external requirements/trends in achieving efficiency and productivity objectives for the group; assess performance based on team and function analytics
• Follow and ensure employees are knowledgeable of and comply with Bank and industry codes of conduct
• Ensure that employees are aware of the impact of their work on the activities of others outside of their function/unit
• Analyze service delivery issues, 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
• Adhere to enterprise frameworks and methodologies that relate to operations activities for own area (e.g. Anti-Money Laundering, Business Continuity Management)
• Participate in developing change plans and contributing to change management projects or programs that impact the business, functions or processes; act as a key change agent for a defined area
• Participate in and/or lead community initiatives and promote commitment to shared Enterprise values and commitments

Employee/Team:

• Lead, coach and support employees to drive a high performing team
• Contribute to the process of setting performance objectives for the team, track, monitor and effectively address and/or reward performance in a timely manner
• Provide ongoing feedback and performance reviews; ensure performance management activities are undertaken and completed for all employees
• Support strategic, future-focused recruitment and provide input to talent plans
• Create a dynamic work environment in line with TD's Employee Value Proposition; challenge the status quo
• Manage employees in compliance with all human resources policies, procedures and guidelines of conduct
• Share knowledge, information, skills, and subject matter expertise among the team and ensure the timely communication of issues
• Encourage good working relationships with other functions and teams
• Promote a fair and equitable environment that supports a diverse workforce and encourage the team to achieve common goals and objectives
• Facilitate change through positive reinforcement of milestones and successes as well as encouraging open discussion
• Operate with a One Team mindset
• Support an environment where the team freely escalates performance and production challenges

Breadth & Depth

• Provide people management leadership by recruiting top talent, setting goals, developing colleagues, managing employee performance and compensation decisions, promoting teamwork and handling any/all disciplinary actions, as required
• Oversees complex or diverse operations or functional area - impacts a significant part of the organization and entails leading teams in completing multiple step transactions / processes / activities that may involve numerous systems and/or jurisdictions, and range in complexity from medium to high
• Requires strong process management knowledge and understanding of the business unit and operational functions for the business area supported
• Plans, organizes and coordinates the activities for own area and resolves operational issues and work focus time horizon is generally medium term
• Leads a team focused on diverse, large- scale and/or complex processes / activities
• Decision making authority and ambiguity and nature of issues managed are generally more complex, risk oriented, time sensitive and/or impacts a significant part of the organization
• Effectively handles critical and/or high-risk issues, determining the most appropriate course of action for resolution
• Generally reports to a Group Manager

Experience and/or Education

• Undergraduate degree/ college diploma preferred and/or
• 5+ year relevant experience

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 deliver legendary customer experiences to 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 the Bank, those we serve, and the economies we support. We are guided by our vision to Be the Better Bank and our purpose to enrich the lives of our customers, communities and colleagues.

TD is deeply committed to being a leader in customer experience, that is why we believe that all colleagues, no matter where they work, are customer facing. As we build our business and deliver on our strategy, we are innovating to enhance the customer experience and build capabilities to shape the future of banking. Whether you've got years of banking experience or are just starting your career in financial services, we can help you realize your potential. Through regular leadership and development conversations to mentorship and training programs, we're here to support you towards your goals. As an organization, we keep growing - and so will you.

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 a base salary, variable compensation, and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off, banking benefits and discounts, career development, and reward and recognition programs. 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.

Please be advised that this job opportunity is subject to provincial regulation for employment purposes. It is imperative to acknowledge that each province or territory within the jurisdiction of Canada may have its own set of regulations, requirements.

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. Whether you have a passion for helping customers and want to expand your experience, or you want to coach and inspire your colleagues, there are many different career paths within our organization at TD - and we're committed to helping you identify opportunities that support your goals.

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
Your accessibility is important to us. Please let us know if you'd like accommodations (including accessible meeting rooms, captioning for virtual interviews, etc.) to help us remove barriers so that you can participate throughout the interview process.

We look forward to hearing from you!

Language Requirement (Quebec only):
Sans Objet