Work Location:

Montréal, Quebec, Canada

Hours:

37.5

Line of Business:

TD Securities

Pay Details:

$51,400 - $72,600 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

• 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

• 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 1st level 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 low to moderate-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

Experience and/or Education

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

Who We Are:

TD Securities offers a wide range of capital markets products and services to corporate, government, and institutional clients who choose us for our innovation, execution, and experience. With more than 6,500 professionals operating out of 40 cities across the globe, we help clients meet their needs today and prepare for tomorrow. Our services include underwriting and distributing new issues, providing trusted advice and industry-leading insight, extending access to global markets, and delivering integrated transaction banking solutions. In 2023, we acquired Cowen Inc., offering our clients access to a premier U.S. equities business and highly-diverse equity research franchise, while growing our strong, diversified investment bank. We are growth-oriented, people-focused, and community-minded. As a team, we work to deliver value for our clients every day.

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):

Maîtrise d’une langue autre que le français pour offrir du soutien ou traiter avec les clients qui ont besoin de services et de soutien dans une langue autre que le français.