Work Location:
Toronto, Ontario, Canada

Hours:
37.5

Line of Business:
Enterprise Enabling Functions

Pay Details:
$81,600 - $115,200 CAD

This role is eligible for a discretionary variable compensation award that considers business and individual performance.

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:

Lead complex operational support activities for enterprise data platforms and business applications. Manage support intake, issue resolution coordination, access management governance, stakeholder communications, and reporting activities while ensuring adherence to established service standards and operational procedures.

Analyze operational trends, develop Power BI reporting and dashboards, identify process improvement opportunities, and support the implementation of automation and AI-enabled solutions to enhance service delivery and operational efficiency. Partner with business and technology stakeholders to resolve issues, improve support processes, and maintain accurate documentation and operational controls.

KEY ACCOUNTABILITIES

CUSTOMER

• Provide end-to-end ownership of support requests, including intake, triage, prioritization, stakeholder communication, resolution tracking, and closure.
• Leverage Microsoft Azure, Azure AI capabilities, Copilot/AI tools, and related platform capabilities to improve support efficiency, knowledge access, ticket handling, and customer experience.
• Power BI dashboard development and support reporting
• Support the intake of projects, releases, major initiatives, platform/process updates, outages, and operational communications.
• Responsible for day to day operations process management to ensure consistency, and delivery according to established SLA
• Document and maintain business-owned artifacts required for projects and major initiatives, aligned to the bank's Project Delivery Life Cycle (PDLC) methodology.
• Responsible for working with Technology to establish a partnership and ensure all business requirements and Data Governance requirements are met
• Provide support on deployment and change management for initiatives relating to applications owned / managed
• Review requirements specifications and technical design documents to provide timely and meaningful feedback
• Provide feedback and thoughts on possible solutions to issues/risks arising throughout the life cycle of a project, including adherence to enterprise application / data lifecycle practices
• Identify and escalate risks that could impact project timelines or the quality of the deliverables to project manager and business owner, provide options and recommendation
• Act as an escalation point for application and operation issues both directly and through internal/external business partners (including external vendors)
• May provide project management support to various extents

SHAREHOLDER

• Act as a decision maker on projects-responsible for getting input from the appropriate SMEs in order to make decisions
• Accountable for adhering to the EPMO project management methodology
• Ensure adherence to the Data Governance Framework
• Ensure adherence to guidelines and regulatory requirements under Privacy, Legal, Compliance, and the Office of the Chief Data Officer
• Demonstrated ability to build relationships within the team and with key stakeholders
• Continuously enhance knowledge/expertise in own area and keep current with leading-edge technologies trends/developments
• Continuously enhance knowledge of business domains and their products/services
• Support the development of business cases including benefits identification
• Support and/or implement solutions that mitigate risk and maximizes the availability of service, efficiency and effectiveness

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 timely communication of issues/ points of interest
• Support the team by continuously enhancing knowledge / expertise in own area and participate in knowledge transfer within the team and business unit
• Keep current on emerging trends/ developments and grow knowledge of the business, related tools and techniques
• Participate in personal performance management and development activities, including cross training within own team
• 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 champion for your business area/function and the bank, both internally and/or externally
• Participate in knowledge transfer within the team and other business units, including participation in cross-functional groups or committees

BREADTH & DEPTH

• Expert-level professional role requiring in-depth knowledge of business support operations, stakeholder management, business process documentation, and platform support practices.

• Acts as a subject matter expert within the assigned area of specialty and as a resource for others.

Integrating broader organizational context into advice, recommendations, and solutions within own area.

• Maintains expert knowledge of applications supported by the team, including system components, functionality, interfaces, data flows, business rules, and operational dependencies.

• Uses advanced analytical, problem-solving, and consultative skills to assess complex issues involving multiple variables, stakeholders, and operational impacts.

• Translates Power BI reporting, support metrics, and operational data into actionable insights that inform prioritization, stakeholder updates, and continuous improvement opportunities.

• Uses AI, Azure-enabled tools, automation practices, and modern knowledge management methods to contribute to new solutions and recommend standards against which others may operate.

• Translates business needs into practical operational processes, support models, knowledge artifacts, and technology-enabled improvements.

EXPERIENCE & EDUCATION

• Undergraduate degree or technical certificate.

• 5+ years of relevant experience.

• Experience in support operations.

• Experience in stakeholder and customer relationship management.

• Experience with incident and problem management and issue-tracking tools such as Jira and ServiceNow.

• Strong Power BI reporting and analytics skills, including dashboard development, data visualization, KPI tracking, and translating operational data into actionable business insights.

• Experience working directly with data and understanding its underlying usage.

• Proficiency with Microsoft Azure is an asset.

• Working knowledge of Agile methodologies, including Scrum or Kanban, is an asset.

• Knowledge of SQL, Python, and Excel is an asset.

• Knowledge of AI tools and capabilities is an asset.

• Knowledge of data policy and governance principles.

• Ability to communicate effectively in oral and written form and bridge the gap between business users and technical requirements.

• A high degree of multitasking and prioritization may be required.

• Ability to facilitate detailed discussions and manage multiple customers and lines of business simultaneously.