Job Title

bResource Officer III, BBS Channelb

Company

TD

Location

Montréal, Quebec, Canada

Hours

37.5

Line of Business

Personal & Commercial Banking

Pay Details

59 500 $ / 84 000 $ CAD

Job Description

KEY ACCOUNTABILITIES

Customer

- Execute more complex transactions such as but not limited to overrides, Business Credit applications workflow secondary review, Customers, and partners escalations 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 the BBS Channel 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
- 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 Manager, Business Banking (MBB) to run day-to-day operations
- Communicate policy and procedural changes

Shareholder





- Prioritize and complete own workload to meet SLA requirements for service and productivity and / or support MBB 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 and training 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 MBB with 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

Employee/Team

- Participate fully as a member of the team, support a positive work workplace 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 policy and procedural 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

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

📌 Resource Officer III, BBS Channel (Canada)
🏢 TD
📍 Canada