Senior Business Insights Analyst (Credit Cards, Payments, Loyalty & Personal Lending)

Work Location:

Toronto, Ontario, Canada

Hours:

37.5

Line of Business:

Analytics, Insights, & Artificial Intelligence

Pay Details:

$81,600 - $115,200 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:

As a member of the Customer Monitoring and Remediation team within Canadian Credit Cards, Payments, Loyalty & Personal Lending (CCPL & PL), your primary responsibility will be to support Autotesting for Personal Lending; the data driven and automated approach to monitoring of various credit card programs and processes to ensure adherence to regulations, desired outcomes, and a focus on customer experience.

Use Python, advanced data analytics, and subject matter expertise to create and automate scripts aimed at detecting problems in the bank as they happen. You will leverage a variety of data sources to assess processes from end to end, flagging where our obligation to the customer does not align with their expectation – mixing technical and business skills perfectly. This modern approach to QA leverages data evidence to expand capabilities from a sample-based approach all the way up to the entire customer base.

You will play a key role in supporting newly launched projects and existing processes to identify gaps on an ongoing basis with the goal of identification before customer escalation or impact. You will use data triggers and process knowledge to build data queries and calculations built to review the entire process and identify exceptions or negative impacts on customers.

Department Overview:

Credit Cards, Payments, Loyalty & Personal Lending is the largest dual issuers of Visa and MasterCard Products and holds the top position of market share in Canada.  TD Consumer and Business credit cards are distributed nationally, leveraging our retail network direct responses and key co-brand partnerships including Aeroplan, Amazon and Air Canada.

The Continuous Automated Monitoring Operations Team applies advanced data analytics and automated testing to support the CCPL & PL business to proactively identify potential risks and enhancement opportunities, as well as supporting the remediation efforts of identified issues or incidents through subject matter expertise and data evidence.

We understand the business, its risks, and regulatory requirements and are the Subject Matter Experts on the related data across the Credit Card Business systems. We perform monitoring and testing activities using a risk-based approach and support business and control partners interpreting the results.

• Continuous Automated Monitoring Operations (CAMO): Research, investigate, and detect potential regulatory, operational, policy, process, or customer experience gaps prior to customer escalation. Early identification provides a quicker remediation, a better customer experience, and can help avoid issues and regulatory reportable findings through speedier action.

• Autotesting: Scripts built in Python designed to query various databases and identify potential problems or impacted accounts. These will often utilize a mix of SQL, Python, and business acumen to reduce full population analysis to results that fall outside of expected outcomes. The automated scripts are built to be executed on a recurring basis.

Job Requirements:

As a Senior Business Insights Analyst of the Customer Monitoring and Remediation Team within Canadian Credit Cards, Payments, Loyalty & Personal Lending, reporting to the Manager of Continuous Automated Monitoring Operations team, the primary accountabilities of the role are:

• Lead partner interaction, planning, and build of Autotesting suites in support of incoming requests of new or existing processes.

• Work with partners to review implementation plans and suggest enhancements to prevent issues based on misalignment of disclosure, confusing terms, or previously identified problems.

• Create simple and complex queries to support and validate new and existing processes with a focus on identifying undesirable outcomes as quickly as possible.

• Analyse and champion opportunities for continuous improvements within team processes to increase efficacy and simplicity of interactions, technology, and processes.

• Assist in planning and automating QC processes aimed at verifying regulatory compliance and customer facing offers.

• Work with Incident Management, Issue Management, and product owners to effectively escalate problems identified through the testing.

• Thoroughly document work, process details, and other contextual items to ensure resiliency and longevity of understanding is sustainable.

• Support other analysts in their projects and development of skills through feedback, collaboration, and secondary reviews.

• Design solutions for data retrieval to best meet the needs of the business in an effective and resilient manner.

• Participate in the development of new monitoring activities through detailed research and understanding of current bank regulations, policies, and processes.

• Provide consultation for Business Units regarding testing or lessons learned to ensure smooth transition of escalations or prevention from previously identified issues.

Qualifications / Skills / Experience:  

• Demonstrate knowledge of SQL, Python and cloud computing programming

• Good understanding of the TD Card and/or MBNA Card portfolios and the lines of business supported

• Ability to work, research, and resolve issues independently while sharing best practices and knowledge with colleagues

• Superior time management skills; be able to manage multiple assignments with competing priorities successfully

• Ability to quickly understand, acquire and apply new technical skills and apply those understandings to diverse requirements and cross-relational problems and solutions

• An Innovative, evidence oriented, and critical thinker with an eye to use data to illustrate problems effective and persuasively

• Observed leadership abilities and desire to assume responsibility for deliverables

• Flexibility to adapt and manage within a dynamic and high change environment

• Excellent verbal and written communication skills and ability to develop strong relationships with peers, internal, and external stakeholders

• Ability to analyse scenarios to reach acceptable compromises between technology impacts and customer service

Asset Skills:

• Knowledge of TSYS/TS2 and the Account Management Triad technical environment and applications supported is an asset

• Experience with TSYS Analytics is an asset

• Experience with Azure or other cloud computing solution is an asset

• Experience in Microsoft Word, PowerPoint and Visio is an asset

• Experience with JIRA and Confluence is an asset

Specific Educational Requirements / Accreditations:

• University Degree or College Diploma, with specialty in computer sciences, computer programming, mathematics, engineering, finance, or related field would be considered an asset

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 strive to make every interaction, product, and experience remarkably human and refreshingly simple for 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 foster deeper relationships, ensure disciplined execution, and build a simpler, faster banking experience. TD is deeply committed to being a leader in client experience, that is why we believe that all colleagues, no matter where they work, are client facing. Together, we are reimagining what banking can be for our clients, colleagues and communities.

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.

If you’re passionate about helping clients and building deep, lasting relationships, TD offers diverse career paths where you can grow your expertise and make a meaningful impact.  

We're committed to your success and foster a respectful workplace where diverse perspectives are valued, everyone has fair opportunities to grow, and you can unlock your full potential to achieve your career goals. Here at TD, we hire and develop the best.

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):

Sans Objet