Business Analyst II

at  TD Bank

JOB DESCRIPTION:

Department Overview
Branch Banking Delivery Excellence is focused on supporting and guiding our branch banking teams in delivering Legendary experiences with every customer, every time. We serve to be the voice of our branches across the country by building better advice capabilities, simplifying processes and enabling better employee and customer experiences alike. We ensure that employees have the right systems, tools, consistent processes and support to efficiently execute their jobs, and in turn, deliver on Make It Personal – our Customer Experience Model. Working collaboratively alongside our Partners across TD on a variety of projects, we carefully craft every new initiative to ensure seamless delivery to the field, executing with speed and impact. Whether it’s a new product, process change, or a new campaign, we make it our priority to Think like a Customer, Act like an Owner and Innovate with Purpose.
Our accountabilities include Business oversight for Retail Collaboration Capabilities (Webex/MS Teams), Telephony and infrastructure that enables our Canadian Retail branch colleagues to provide a world class customer experience.
Business Accountability
The Business Analyst II, works as part of a small team that has the primary responsibility to support all Retail Branch colleagues with technology tools and capability to enable a legendary Customer experience. The team serves to be the voice of our branches across the country by guaranteeing their branch technology solutions either meet or exceed their requirements by strategic leadership and oversight.

The general accountabilities of this role include but are not limited to the following:

• Collaboration ; Direct interaction with Branch colleagues, Retail Business partners across the whole organization, and vendors to build effective relationships that allow productive business decisions to accomplish business goals
• Subject matter expertise ; Ensure partners / team (including external partners and vendors) possesses a strong understanding of the expected end to end customer approach
• Creative thought leadership to identify, support and achieve defined project benefits
• Partnering with technology teams to improve Retail Banking technology tools by designing, building, testing and deploying solutions that help accomplish business goals
• A leader of change management by implementing solutions successfully to all impacted partners
• Drive a collaborative, engaging and positive colleague experience (for the project team, our clients and business partners) by delivering business requirements with direct impact to the needs of the customer, employee, and business
• Influence the art of the possible by identifying the desired future state , from the challenges, gaps and limitations of the current processes
• Make a difference by promptly resolving, investigating, assessing options, mitigating risk and influencing issue outcomes
• Expand learning opportunities when cross functional initiatives exist for Network and Collaboration projects

Key accountabilities for this position are :

• Provide day to day/operational support and oversight for retail telephony such as managing hours of operations, Supporting changes to menus and messaging in the Branch or Support IVR (including scripting, translation, facilitating recording and upload, managing Holiday messaging in the IVR.
• Provide Telephony/Call Routing/IVR/Collaboration Systems subject matter expertise.
• Manage all Telephony/Collaboration project deliverables from gathering business requirements to technology engagement, supporting testing, managing implementation, change management, communication.
• Interacting with multiple stakeholders and line of business subject matter experts resulting in the implementation of technology that drives a superior customer experience balanced with effective operational efficiency.
• Demonstrate expert knowledge of Telephony/ IVR/Call Routing infrastructure and solid knowledge of business unit strategies, tactics & goals.
• Provide consultative support to partners on creative ways to implement IVR/Call Routing changes that both meet business objectives & are cost effective.
• Demonstrate excellent relationship management and influencing skills and provide financial impacts as part of key recommendations, internally & externally.
• An understanding of the branch telephone platform as well as WebEx, MS Teams and Jabber would be an asset.
• Collaborate with partners such as Customer Experience, Technology or other Business areas to deliver telephony/collaboration solutions.
• Maintain relationships with and coordinate all activities requiring professional voice talent, including translation coordination & cost containment
• Passion for the customer and colleague experience
• Forward thinking with the ability to work independently and proactively
• Proven ability to thrive in a team based working environment
• Confident in ability to multitask, prioritize and exceed multiple partner and project delivery expectations concurrently
• Provide ongoing reporting for Capability KPIs and support adhoc analysis that contribute to strategic initiatives.
• Ability to influence at all levels (internal and external)
• Skilled at consistently identifying, communicating and gaining support for creative options and solutions to resolve new and ever-changing challenges on a daily basis, combined with an ability to ask great questions when required
• Ability to simplify complex challenges and clearly translate and communicate (verbal and written) into easily understood options / recommendations

Pre-identified Candidate: Yes

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.

• Collaboration ; Direct interaction with Branch colleagues, Retail Business partners across the whole organization, and vendors to build effective relationships that allow productive business decisions to accomplish business goals
• Subject matter expertise ; Ensure partners / team (including external partners and vendors) possesses a strong understanding of the expected end to end customer approach
• Creative thought leadership to identify, support and achieve defined project benefits
• Partnering with technology teams to improve Retail Banking technology tools by designing, building, testing and deploying solutions that help accomplish business goals
• A leader of change management by implementing solutions successfully to all impacted partners
• Drive a collaborative, engaging and positive colleague experience (for the project team, our clients and business partners) by delivering business requirements with direct impact to the needs of the customer, employee, and business
• Influence the art of the possible by identifying the desired future state , from the challenges, gaps and limitations of the current processes
• Make a difference by promptly resolving, investigating, assessing options, mitigating risk and influencing issue outcomes
• Expand learning opportunities when cross functional initiatives exist for Network and Collaboration project