Team Manager II, Operations
Mississauga, Ontario, Canada
1d ago

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 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
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