Senior Operations Officer II

About this role

Work Location: Mount Laurel, New Jersey, United States of America Hours: 40 Pay Details: $61,880 - $99,320 USD 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: Personal & Commercial Banking 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 • E

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