Arosh - Customer Service Representative, TD Insurance Client Contact Centre

Insurance is an innovative, growing group where you can choose from a variety of positions in the field of general insurance. As a leader in home and auto insurance, we offer a stable and creative work environment where you’ll have every chance to showcase your talent and skills. What’s more, we put your professional development at the top of our agenda. Take a look around to see if our profile matches yours.

• Identify individual customer’s insurance and/or protection needs, and gain the acceptance to be referred for further discussion about their needs with an Underwriting or Claim Specialist
• Deliver primary front-line assistance to various types of inbound Customer and Branch insurance related product inquiries while delivering a consistent Brand Experience
• Take ownership of customer inquiries, ensure that any unresolved issues have been escalated appropriately and work with banking partners to deliver the right solution for every customer
• Retain the business of existing customers by building loyalty and satisfaction through feature/benefit discussions, and increasing customer awareness of other services that we offer in an effective manner
• Facilitate a simple, fast and easy customer experience in a professional manner using tact, diplomacy and patience
• Continuously promote and demonstrate a high level of personal commitment to exceeding customer and departmental expectations with every interaction
• Meet professional personal development objectives by utilizing role specific learning maps
• Be proactively engaged in identifying and recommending opportunities and solutions for process improvement
• Working in a call centre environment you will be accountable to meet quality, service, and productivity targets
• You are supported by a Team Manager and a Resource Officer to help you achieve your results

• I start 15-20 minutes...
  I start 15-20 minutes before my shift, I quickly browse through my e-mails and action/file them appropriately. I then very briefly run through any inquiries from the previous day that need a follow up and speak with the relevant departments or individuals for updates. As soon as my shift starts, I’m ready to take that first call.
• A representative from the...
  A representative from the branch calls with a question about our line of our credit products. I support and assist our retail branches to the best of my ability.
• I receive a call from...
  I receive a call from a small business customer who has a question about their business loan. I ensure that I answer the customer’s questions and concerns in a friendly and accurate manner.
• At the end of my shift...
  At the end of my shift I make sure that all inquiries/files for that day which need to be delegated to other departments are dispatched with necessary documentation. I also make sure that privacy sensitive customer and business documents are securely stored for safety and compliance.

Monica - Account Manager, Commercial Banking

Working as a member of the Commercial Banking team, the Account Manager is the face of the Bank in the market that they serve. The Account Manager is responsible for both credit and non-credit services and their portfolio usually includes some non-borrowing clients. This position is supported by a Manager Commercial Credit who will provide ongoing credit and sales management expertise.

The Commercial Banking Account Manager is a trusted advisor who with sensitivity to the clients operating environment, structures and packages practical and competitive solutions that demonstrate an understanding of their unique financing, cash management and business support needs.

The Account Manager is responsible for structuring credits and addressing perceived risk. This includes completing necessary due diligence, establishing pricing and terms of credit, and also producing ongoing credit reviews and risk ratings that reflect knowledge of Bank policies and procedures.

With respect to business development the Account Manager continually develops and broadens relationships with existing customers by cross-selling relevant and value added financial products and services. It is also a priority to build new relationships through referrals from customers and other sources. To enhance their profile and that of the Bank, the Account Manager also cultivates relationships with a few key external referral sources, and participates in industry and community activities.

• I start my day by analysing...
  I start my day by analysing my loan portfolio. Daily monitoring ensures that my client’s credit positions are within their authorized limits. It’s my responsibility to manage my portfolio closely – keeping a current view on the portfolio position and risk profile.
• I spend some time...
  I spend some time researching and learning about my client’s business. An important part of relationship management includes knowing my client’s business and industry, as well as sourcing and building new opportunities to grow their portfolio.
• I head over to a client’s...
  I head over to a client’s place of business where we discuss financial results, their new loan request and their latest business win.
• Our team is attending...
  Our team is attending a charitable event tonight. It’s a great opportunity to spend some time with the team, make connections and build my professional network while supporting a great cause!

Jon - Experience Design Manager, Online Channel

The Experience Design Manager plays a key leadership role by spearheading creative strategy for the Experience Creation group. The Experience Design Manager oversees the development and execution of interactive content as well as works with other TD groups to meet business objectives and user requirements and identify new opportunities online. This person should be passionate about the web, enthusiastic about solving challenges in a collaborative environment, eager to grow the Experience Creation group to new heights of excellence and committed to creating world-class, legendary online experiences for TD customers.

The Experience Design Manager manages a multi-disciplinary creative team across multiple tracks of work, as well as liaises with groups outside the Online Channel. This role reports to the Senior Manager of Experience Design and the general accountabilities of this role include but are not limited to the following:

• Leads and directs creative teams from project concept to completion
• Translates marketing and business objectives into creative strategies
• Plans and estimates for highly complex projects
• Performs risk/issue management and resolution
• Attracts, recruits and retains creative talent
• Ensures that creative output meets the Online Channel’s vision of world-class customer experiences
• Contributes to the development of the Experience Creation group’s culture and quality standards
• Provides oversight and mentorship to team members
• Seeks out current industry knowledge and educates team members
• Develops and maintains good relationships with project partners (e.g. groups outside the Online Channel, vendors)
• Collaborates with groups outside the Online Channel to identify and develop new business opportunities
• Drives succession planning for key roles

• Review design mock-ups...
  Review design mock-ups for one of the online campaigns I’m working on.
• Meeting with my team...
  Meeting with my team of 4 great designers to collaborate on the different creatives we’re working on. Whether it’s Photoshop, one of our prototyping tools or simply a pen and white board I always have some form of design tool open to create or review a new project.
• Lead a project team...
  Lead a project team meeting on one of our major design projects. We go over our project plan and discuss the next phases of the project.
• Meet with one of my...
  Meet with one of my peers in our Marketing department. I give him some feedback on a recent campaign we just completed for the website. It’s been great to be involved in building and supporting one of the most visited sites in Canada.

David - Senior Account Manager, TD Private Trust

Operating through The Canada Trust Company, TD Waterhouse Private Trust is a leading provider of fiduciary services in Canada to individuals, families, charitable and business organizations. A team of highly experienced trust professionals and will and estate planners work closely with clients and their professional advisors to meet their estate, trust and agency product needs. Services are delivered through Private Client Services Centres located across Canada, or through the Trust Services Centre located in Toronto.

TD Waterhouse Private Client Service's (TDWPCS) vision is to provide a unique suite of fully integrated banking, investment, insurance and estate and trust solutions to high net worth individuals. With an approach based on establishing close-knit, long term, confidential relationships with a select client base, TDW PCS provides individually structured, high-end wealth management solutions to its clients that bring together the expertise and resources of a team of multi-disciplinary experts to provide greater financial flexibility. Private Client Service Centres are uniquely positioned as providing superior custom tailored solutions by leveraging a seamless, holistic approach to wealth management.

In this position, you manage a portfolio of trust accounts involving professional practice (trusteeship) and the exercise of judgement. You review and negotiate various documents with clients and their legal counsel while balancing risk and liability tolerance with client service. You also share knowledge and guide others, acting as a specialist resource. Understanding and adhering to industry regulations and TD operating policies and procedures including timely completion of account reviews and identification/escalation of risk files is extremely important. You develop and maintain client relationships through regular face-to-face contact, advising clients on a timely basis on their reporting requirements. You represent TD at closings of new business and through managing relationships with existing clients. This is a role that provides an opportunity for life long learning and the ability to make a real difference in the lives of our clients and their families.

• I meet with one of...
  I meet with one of my elderly clients. I help by managing their day-to-day finances, protecting their assets, and updating their estate plan. I know I’ve made difference.
• I’m back in the office...
  I’m back in the office contacting my clients and attending to their requests. I make sure that my client’s needs are met. I always make sure my clients are at the centre of everything I do.
• I meet with a potential...
  I meet with a potential client referred from one of my partners in the Centre. TD’s client referral system, and our partnerships with businesses across the organization, sets us apart from others in the industry
• I’m off to class...
  I’m off to class! I’m always encouraged to take courses or participate in training programs that are subsidized by TD’s Tuition Assistance Program. With the support of my managers and peers, I know I can have a long and rewarding career at TD.

Jean-François - Manager, Online Sales and Onboarding

The Online Channel is one of our key distribution channels. The Online Channel has a global mandate and an enterprise-wide strategy for the online channels across TDBFG. The aim of the channel is to deliver an exceptional, seamless and effortless experience for customers and clients who manage their finances online. The Online Channel is accountable for the online strategy, customer experience and distribution of products and services across businesses.

As a Manager, Online Sales and Onboarding, my mandate is to create and support a suite of best in class Online Insurance tools and products that contribute in increasing TD Insurance online sales across North America, while maximizing the shareholder value. To do so, I provide my online expertise to identify TD Insurance opportunities inside and outside the various lines of business. I work actively with the Insurance Subject Matter Experts, business partners, product owners, distribution channel experts, and support groups, to create an effective and efficient sales approach that delivers distinctly superior customer experience. I also monitor the external environment (market competition, product or service offerings, technology developments etc.) and provide thought-leadership to ensure the TD’s online offering remains industry-leading.

• I meet with one of...
  I meet with one of my team members to help them understand what they need to do to be successful. I check on their progress and find out how I can help them in their role.
• Time to celebrate...
  Time to celebrate! One of my team members is moving on to a new role so we all go out to lunch. It’s hard seeing someone I’ve developed a close relationship with leave but at the same time I’m happy to see them progress and I know that we’ll be working together in a new capacity.
• I have a team meeting...
  I have a team meeting to discuss ways to increase our web activity. Our success is the result of the collaborative work of the entire group. I value the unique backgrounds, talents, skills and point of view, of everyone on my team.
• I meet with my Manager...
  I meet with my Manager to discuss how we can have a more positive impact on our customers. To achieve this goal, we discuss using new technologies, social web, usability tests and online services and products that reflect our client’s needs.

Susan - Senior Manager, Phone Channel Customer Experience Strategy

The Phone Channel Shared Services group provides expertise and support to a number of contact centres across TDBFG, including the TDCT Phone Channel. Within Phone Channel Shared Services, the Customer Experience Strategy Team delivers strategies and tactics to improve customer experience in 15 diverse contact centres at TDCT. The CE Strategy team has 2 areas of accountability: a strategic group who plan and roll out the overall direction for customer experience on the phone, and the tactical team assisting call centres to excel in delivering customer experience.

Reporting to the Vice President of Shared Services for the Phone Channel the Senior Manager of Customer Experience Strategy is accountable to:

• Lead the development of strategies and tactical plans in order for the Phone Channel to continually improve the Customer Experience
• Represent the TDCT Phone Channel in cross-channel activities to ensure consistent brand experience across the Bank
• Understand industry trends and best practices over the phone
• Recommend and implement initiatives to reach a vision of delivering a world class customer experience
• Lead implementation of a wide variety of customer experience initiatives in multiple call centres from planning through to launch and post mortem
• Provide effective stakeholder reporting and business analysis on customer experience
• Deliver on multiple priorities and requests of multiple executive stakeholders in a fast paced, very dynamic environment
• Relationship building, with ability to make things happen through the use of positive influence

• I have a roadmap meeting...
  I have a roadmap meeting of projects that will ensure our call centres constantly improve the customer experience. This meeting requires me to blend strategic thinking, operational understanding and implementation planning.
• I have a project...
  I have a project meeting with external business partners. Discussions, decisions and action plans are constant in every interaction. There are a lot of stakeholders, so the impacting and influencing skills are key.
• I meet with one of my...
  I meet with one of my team members to talk about their projects, grow their leadership and business skills and make sure we are having a good employee experience for our teams
• I review an ongoing...
  I review an ongoing project, for a meeting next week. I discuss and plan the next steps with my team always keeping in mind the impact on our overall business and how it will make the experience better for our customers.

Rhonda - Business Development Manager, ABM Strategic Initiatives

The ABM (Automated Teller Machine) Channel is a small team with a high level of expertise in ABM Operations. Aside from transitioning the ABM from a transaction based channel to a revenue growth business; the team also manages two of the largest vendor contracts within TD Canada Trust. We are currently developing a North American strategy and framework that will lead to new and innovative functionality that will set us apart from our competition and better serve our customers today and in the future.

The ABM team is accountable for the operations and customer experience across a national network of over 2,700 ABM’s. Approximately 75% of our customers transact through the ABM network, making the ABM Channel a key contributor to the overall TD Canada Trust customer experience.

This position works closely with internal and external stakeholders of the ABM Services team to further define the customer experience at our TD Canada Trust Green Machines. Our team leads the strategic direction of the Canadian business by implementing revenue generating opportunities and leveraging new technologies to help ‘create an integrated, seamless, effortless and legendary customer experience’. In addition, it is our role to keep pace with changes within the Canadian/US market, the ABM industry and the growing expectations of our customers.

• Arrive in Toronto and...
  Arrive in Toronto and head for the office; I listen in on a conference call during the walk. We’re discussing one of the many projects designed to better serve our customers today and in the future.
• My manager and I have...
  My manager and I have a meeting with our Marketing Planner; we head over to her office to discuss the current ABM initiatives and research that we are working on together.
• ABM team meeting...
  ABM team meeting is scheduled to receive updates from our AVP and the other team members in our group. We receive a progress report on the North American strategy, discuss recent corporate news and learn more about the current activities being managed by the team.
• I have a one on one ...
  I have a one on one meeting with my manager in order to update her on all of my projects as well as gain her insights and feedback to ensure we’re on track to achieve our common goals
• Project Working Group...
  Project Working Group weekly meeting; our Project Manager is on vacation this week, so I facilitate the meeting, provide status updates and ask the working committee to provide updates on the outstanding action items.

Nouman - Investment Representative, TD Waterhouse Discount Brokerage

TD Waterhouse Discount Brokerage provides financial services to self-directed investors. As an Investment Representative with an industry leader in Discount Brokerage, you’ll work with our customers to assist them to execute their securities trades. You’ll be with an Industry Leading team who is dedicated to helping our customers become the best investors they can be. You’ll experience on-going training, knowledge development and support to ensure the best results in our performance oriented culture.

Investment Representatives are dedicated to providing excellence in customer service in a team oriented, dynamic Investor Service Centre. Upon completion of training and licensing requirements, Investment Representatives apply knowledge in accordance with industry regulations with the execution of trading instructions and the service of customer accounts.

• Execute client instructions in accordance with industry and TD Waterhouse trading policy maintaining TD Waterhouse’s superior service standards.
• Provide accurate and timely information on market activity, company products and services and customer account information.
• Proactively identify customer needs and offer appropriate solutions by learning about TD Waterhouse products and service and their applicability to customer/market situations.
• Contribute positively to the Businesses overall goals.

• I receive a call from...
  I receive a call from a client and answer a few questions about their accounts.
• I receive a call from...
  I receive a call from a client to provide information about what’s going on with the markets so that they can make informed investment decisions. When they’re ready, I help them place trades.
• I follow up with a...
  I follow up with a client about the resources we have on our website and help them identify other products and services that would be of interest to them.
• I have my weekly...
  I have my weekly meeting with my team manager. I get great feedback on where I’m doing well and areas that I can grow in. The support from my manager has helped me and I feel like I’m progressing well in my career.

Jonathan - Customer Service Representative, TD Canada Trust

TD Canada Trust is TD Bank Financial Group's customer-focused personal and small business banking business. Serving more than 11 million customers nationally, TD Canada Trust provides a full range of financial products and services through its branch banking network, telephone, internet banking, and ‘TD Green Machine’ automated banking machines.

TD Canada Trust requires an energetic Customer Service Representative who will provide consistent, exceptional high level service consistently by processing transactions in an efficient, accurate and friendly manner. You will recognize and respond to the customer's needs, identify opportunities to sell TD Canada Trust products and services, and assist in the sales referral process, as appropriate. You will understand and apply branch operating policies and procedures. We provide the tools and support you need to develop a career and encourage personal growth through our Personal Performance and Development Program.

• On the early shift...
  On the early shift today. I get to take care of branch opening procedures, which includes assisting the Manager of Customer Service in opening the vault, getting the daily working supplies and preparing the branch for both the employees and the customers. I really like the process of getting everything ready for the start of a new day.
• Wow - the morning has been...
  Wow - the morning has been steady. Everyone seems to be here for something different today. Not only have I taken care of deposits and withdrawals, but I've also prepared a draft, certified a cheque, and helped Mr. Smith with purchasing some American money for his upcoming vacation. Seems to have quieted down a bit, time to check the internal website for new information and updates.
• Help resolve a customer...
  Help resolve a customer concern. Just finished with Mrs. Brown, who was a bit frustrated with the service charges on her account. I was able to help by showing her another account that would suit her needs, and my manager just came over to tell me I did a great job of resolving Mrs. Brown's concern - I really feel great when I'm able to help a customer save some money.
• It's been another great...
  It's been another great day. Some of the part-time CSRs are getting in a bit early for their shift that starts at 4 p.m. as the Manager of Customer Service will review the huddle that was conducted this morning. As one day ends another day starts, I think I'll do a bit of shopping before heading home.

Mark - MBA Management Associate

You want to work for a top firm and you want to determine the direction of your own career path. Here’s a chance to do both. Our TD Bank Group Management Rotational Program launches you on the management track at TD, a company that places emphasis on opportunity, leadership and the value of a diverse workforce.

The TD Bank Group Management Rotational Program enables MBA graduates to complete four 6-month rotations* within dynamic areas such as TD Canada Trust, TD Waterhouse, TD Mutual Funds, Business Banking, Operations, Marketing, and more. This general management program focuses on leadership development primarily through project work to provide you with opportunity for growth, upward mobility, and an understanding of business issues. You will work in a team environment while also providing value to the organization. You will connect with senior management, gaining valuable experience while developing leadership and management skills. After completing the rotations, Associates build their careers with TD Bank Group in areas of the enterprise where their interests and capabilities can be best leveraged for organizational impact.

You are ambitious. You have fresh new perspectives and you have the confidence to share them with senior management. You take initiative and you have strong analytical and problem-solving skills. You value constructive feedback, you are willing to get results and you do it positively. You are an enthusiastic team player with a demonstrated pattern of success, exceptional interpersonal skills and you thrive in a fast-paced dynamic environment. You appreciate diverse experiences and you care about the customer experience. You are mobile for work and you are successfully completing a Master of Business Administration.

Other qualifications include:

• Ability to act with integrity and professionalism with people at all levels, internally and externally
• High EQ, with the ability to live and breath many attributes of TD’s Leadership Profile
• Proven track record of delivering results in leadership roles
• Ability to work conceptually and translate to implementation
• Excellent written & verbal communication skills; ability to persuade, present and influence positively
• Team player who can work across multiple business lines to collaborate
• Agility, flexibility, adaptability, a self-starter with a can-do attitude
• Solid time management and organizational abilities
• Demonstrated financial & business case development
• Learning agility and analytical mindset, both quantitative and qualitative
• Confirmed critical analysis and strategic management skills with sound judgment
• Strong business acumen and an in-depth understanding of financial markets
• Record of excellence in academics balanced with a range of extracurricular activities
• Depth and breadth of work experiences with diverse large-scale initiatives in any industry
• At least 5 years experience post-undergraduate degree with increasing senior responsibilities
• Advanced proficiency in MS Excel, PowerPoint and Access
• Demonstrates ownership of your own personal development and career growth
• People management experience is an asset

At TD, everyone has an opportunity to make their own choices and achieve success on their own terms. If you have the drive, energy and commitment, come join us at TD Bank Group and we will help you build your career.

• Meet with my Senior Manager...
  Meet with my Senior Manager. My Senior Manager and I meet to discuss strategies to push one of the initiatives that I’ve been leading forward. We decide on a plan of action and call the Vice President of Strategic Analysis and Support to provide a status update – he’s onside with our approach.
• Truly a North American bank...
  Truly a North American bank. I’m meeting with a Senior Manager who I worked with during my rotation. We discuss TD’s North American strategy and her experiences working for TD south of the border. It’s great to be working in an open culture of sharing and networking that benefits everyone and helps them improve their job performance.
• Executive one-on-one...
  Executive one-on-one. Back at my desk I prepare for my 4:00 P.M. with my VP. I make my way to his office and we quickly get down to business discussing the status of open initiatives. I present findings developed earlier on in the day and answer his questions regarding the data I analyzed. The VP’s happy with the findings!
• Building Relationships...
  Building Relationships. It’s the last day of my first rotation. For the past 6 months, I’ve been leading executive sponsored initiatives within Retail Banking Products and Services. Due to the nature of the initiatives, not only did I have the opportunity to learn about the retail business in depth, I worked along side many talented and experienced people at all levels. I’ll definitely keep in touch with those I’ve met throughout this experience.

Wendell - Financial Advisor, TD Canada Trust

TD Canada Trust is TD Bank Financial Group's customer-focused personal and small business banking business. Serving more than 11 million customers nationally, TD Canada Trust provides a full range of financial products and services through its branch banking network, telephone, internet banking, and ‘TD Green Machine’ automated banking machines.

Your challenge and primary goal is to develop the branch's personal customer base by providing sound advice and creatively selling bank products and services to existing and potential customers. You will use basic wealth management and debt management concepts to recommend various products and services to meet your customers' financial needs. You will also engage in proactive activities such as lead and participate in campaigns, foster relationships with external centers of influence and referrals to provide optimal sales and service results.

• Arrive 15 minutes early...
  Arrive 15 minutes early to check my client appointments for the day. Grab a tea before the first customer arrives. Working the closing shift gives me a great opportunity to call my clients.
• Meet with a new client...
  Meet with a new client. I find out what my client's goals are and together we work on a plan to achieve those goals. It’s all about building a relationship and gaining the trust of the client.
• Meet with my manager...
  Meet with my manager. It’s my regular coaching session with my manager. We meet to help identify areas of opportunity and to celebrate successes and best practices.
• Contact customers from...
  Contact customers from our Marketing lead list. I contact clients on the list to talk about their financial needs. I also book appointments with them to get a better understanding of their needs. I look at their investments, credit, day-to-day banking and insurance needs.

Christine - Investment Advisor, Wealth Management Private Investment Advice

TD Waterhouse Private Investment Advice is one of Canada's premier full-service brokerage firms for clients who want to stay involved in all decisions about their investment portfolios. Private Investment Advice offers clients the opportunity to establish a one-on-one relationship with a dedicated and professional Investment Advisor, while maintaining active participation in the decisions regarding their financial affairs.

Private Investment Advisors will conduct an in-depth review of the client's financial goals, philosophies and risk tolerance, and work with them to develop comprehensive and customized financial solutions to meet their needs. The Private Investment Advisor will focus on Investment and Retirement Planning as well as provide advice on estate planning, insurance needs and tax planning strategies.

Our Investment Advisors focus on building their practice, creating and retaining client relationships, and advising on the assets of those clients. Our program for new Investment Advisors provides a seamless transition, through three months of intensive training, to a career at TD Waterhouse Private Investment Advice. Learn the business from the ground up with help along the way from seasoned veterans. Continue to build on the sales success you already have while becoming an entrepreneur – ready to offer comprehensive advice to clients using our proven wealth management process. We will teach you how to build a strong business plan that includes a sound investment philosophy, short- and long-term goals, a detailed marketing strategy, and we will outline the steps needed to meet these goals.

• I start my day by...
  I start my day by researching investments. I sort through the thousands of investment products out there, and create a tailor made solution for each client.
• I receive a call from...
  I receive a call from a colleague at the TD Canada Trust branch. We discuss a potential client that came into the branch looking for investment advice. We will work together to meet all of the client’s needs.
• I meet with a long-time...
  I meet with a long-time client. I try to understand what’s happening during the various stages of their life. I know about their children and their grandchildren. It’s that holistic approach to knowing my clients that makes all the difference. It means I can provide a comprehensive solution for the variety of issues that come up in their life. It’s just not about looking at individual investments – it’s much broader than that.
• I have a meeting with...
  I have a meeting with our Women in Leadership Council. I really enjoy the work I do with the Council and I get to network with women across TD Waterhouse Private Investment Advice, which is great.

Troy - Risk Senior Manager, Treasury & Balance Sheet Management Group

Treasury and Balance Sheet Management (TBSM) is responsible for measuring and managing the interest rate and foreign exchange risk for the non-trading portfolios of the Bank. TBSM is also responsible for funds transfer pricing for the retail bank, cash management, economic capital allocation, capital planning, and rating agency relations.

Within the TBSM middle office, the mandate of the Financial Position Team is as follows:

• To produce accurate, fully explained, and timely interest rate risk exposure reports (Financial Positions)
• To analyze, design and implement processes to satisfy the Bank's ongoing management and regulatory requirements for managing interest rate risk.
• To provide support to other teams within TBSM

Using leading edge financial models, the team delivers daily and weekly risk metrics to TBSM's portfolio managers, who use the Financial Position (FP) to manage the interest rate and foreign exchange risk of the Bank. The FP Team works actively with TBSM management in modeling these risks in the Bank's balance sheet. With the advent of new accounting standards, the FP has evolved from a risk management tool to a book of record from which financial results are derived. The FP Team works along with other groups in TBSM, and with TBSM's back office, to provide and analyze these results.

You will have the opportunity to learn the Bank's industry leading risk management paradigm, and to play a leading role within TBSM's middle office. You will:

• Lead research and recommend to TBSM’s executive management team new approaches to risk modeling within the FP
• Develop and implement new hedging strategies, in conjunction with the portfolio managers
• Analyze hedging results for various books and be able to explain economic and accounting performance. These results are reflected in the Bank’s income statement, and the analysis requires understanding of the complex interaction between portfolio economics and various accounting standards (AcG13, FAS 133, Financial Instrument Standard, etc.) Where issues arise, identify underlying causes and propose new strategies to mitigate those issues.
• Provide specifications to programmer/analysts for FP modeling and reporting, and conduct acceptance testing of developed systems
• Be the middle office representative on various external and internal working groups
• Ensure that complex capital issuance and securitization transactions are properly modeled in the FP for risk and accounting purposes. In this role, the incumbent will work closely with the Capital Finance and Securitization teams.
• Be responsible for the accuracy of the Bank’s FP
• Participate in audit and other compliance reviews

You will be required to learn how existing retail products are modeled in the FP, the hedging programs that go with them, and the accounting implications of each of these programs. In addition, you will need to understand the Bank's capital instruments, securitization structures, and programs related to foreign subsidiaries.

You will be expected to not only conduct analysis and make recommendations, but to lead project teams in the implementation of hedging programs. Key to the deliverables of this position is the ability to develop and present ideas to TBSM management.

• Review and assess overnight...
  Review and assess overnight global economic developments as soon as I arrive at the office.
• Determine and execute...
  Determine and execute the most effective trading strategy based on my research this morning and throughout the week.
• Establish official...
  Establish official end-of-day curves and daily profit and loss position estimates for my portfolio, ensuring complete accuracy.
• Wrap-up...
  Wrap-up! Review today’s economic events and market movements. Prepare for another exciting day tomorrow!

Angeline - Senior Manager, Marketing Communications

The Global Branding and Corporate Marketing group is responsible for providing brand management leadership of TD’s brands – TD Bank Financial Group, TD Waterhouse, TD Canada Trust, TD Bank and provides Brand Strategy development, marketing communications, planning and tactical support for Corporate and Public Affairs. The scope of work ranges from developing and producing Brand strategies and value propositions; brand architecture development; brand advertising, working closely with TD business units in the development of brand education initiatives; media planning and management; directing sponsorship and special event properties; managing brand identity standards globally; trademark and domain name management; in-branch merchandising and design; environmental communications and digital marketing strategy and initiatives.

In this position, you are responsible for brand management and the related planning and execution of programs for the following areas:

• TD Friends of the Environment Foundation and environmental brand initiatives
• Corporate & Public Affairs Community Marketing
• Corporate Brand Identity and Design Standards/Trademarks
• In Branch/Store Merchandising and Design
• Media/Special Events

• I have my weekly...
  I have my weekly one-on-one meeting with one of my team members. I’m updated on the status of their projects and we discuss upcoming initiatives. It’s also an opportunity to discuss their career goals and how I can support them.
• An agency is presenting...
  An agency is presenting an online creative concept for a Visa campaign. I consult with colleagues and Business partners before making any decisions.
• I meet with the team...
  I meet with the team to review materials from various projects. We bounce ideas off of each other and decide what would best enhance our brand.
• I have a meeting about...
  I have a meeting about a new Mutual Fund web project. We discuss the scope of the project and who we need to include on the project before we proceed.

Vesna - Financial Planner, Wealth Management

TD Waterhouse, Financial Planning is looking for highly motivated, result driven individuals to join our team. As a Financial Planner you will offer sound financial planning advice with a focus on retirement and investment planning. You will help clients identify goals and potential barriers, recommend appropriate solutions and provide ongoing relationship management. We recognize results and offer a highly competitive compensation and benefits package.

The Financial Planner is focused on the mass affluent customer segment with responsibilities for retaining and increasing market share through acquisition of Money-in assets. The Financial Planner offers sound financial planning and advice with a focus on Retirement and Investment Planning. The Financial Planner will assist the client to identify goals and potential barriers, recommend appropriate solutions and provide ongoing relationship management. The Financial Planner will also identify opportunities to refer clients to other TDBFG partners, i.e. Retail and Wealth Management Partners.

• First meeting of the...
  First meeting of the day! I’ve prepared a written, personalized financial plan for my client. I meet with clients on a regular basis to make sure their plans are aligned to what’s going on in their lives at the moment.
• I have a meeting with...
  I have a meeting with new clients and get to know about their lives, their dreams for the future, and their investment and retirement goals. We get started on their financial plan and schedule our next meeting to review and build on it.
• I take some time to...
  I take some time to research and understand the markets and investments. I use the time to provide guidance and advice to my clients and implement investment solutions provided in their plans.
• We have a team meeting...
  We have a team meeting and work together to find the best solutions for our clients. The relationships I have with my clients and colleagues are the most rewarding part of my career.

Nick - Senior Manager, Corporate and Public Affairs

The goal of Corporate and Public Affairs (CAPA) is to ensure the reputation of TD Bank Financial Group (TDBFG) is protected and enhanced through effective communication to our key internal (employees) and external (media, shareholders and general public) audiences, as well as in the communities in which we operate through corporate donations and charitable sponsorships.

You are responsible for strategic, external and internal communications planning and execution for TDBFG corporate initiatives. You collaborate with key stakeholders internally, and external suppliers, to lead the development of TDBFG’s Annual Report – delivering a top quality document on time and on budget. Strategic management and oversight of TDBFG’s Annual Meeting and related customer, media and employee events are also important.

You lead external and internal communication related to Quarterly Financial Results including Quarterly Analyst call/web cast and media interviews, working in conjunction with key senior executives and corporate business partners. You protect and enhance TD’s brand, acting as a corporate spokesperson and central point of contact for media enquiries on corporate issues. You develop and execute strategic external communication plans for the CEO and CFO. You also provide internal communication advice and counsel to business leaders in Corporate Office, including the development of strategic plans to support them in achieving their business objectives.

• Read TD’s Daily Media...
  Read TD’s Daily Media Round-up on the streetcar while on my way to the office. Make a note to draft an explainer for employees about an issue in the news that may generate customer questions.
• Attend a team meeting...
  Attend a team meeting to review all the communications going out the following week. The goal is to ensure all 33,000 TD Canada Trust employees will get all the information they need, but without feeling swamped.
• Work on the final...
  Work on the final draft of a senior executive’s communications plan, ensuring she will have opportunities in the coming year to connect with all TDCT employees and reinforce her strategic objectives.
• Study for financial...
  Study for financial industry accreditation that’s subsidized through TD’s Tuition Assistance Program.

Nilofer - Risk Manager, Operational Risk Management Group

The Risk and Control Self Assessment team within ORM has broad accountabilities, some pertaining to the Risk Management function overall and some relating to the propagation of improved Operational Risk practices across the Bank. The group works closely with Operational Risk representatives in the Businesses and other Corporate areas to implement risk and control assessments, monitoring and mitigations to manage our exposure to operational risks. This group is also responsible for the Risk and Control Self Assessment Program, Operational Risk Policies, Basel Program Management and the Enterprise Fraud Management Program.

Within Risk Management, Operational Risk Management (ORM) is responsible for the development of the Operational Risk Framework across TDBFG. The framework sets out enterprise-level policies, processes and practices for the identification, assessment, reporting, mitigation and control of operational risk. Better operational risk management will result in better information and fewer surprises, better operational and financial performance, and better integrated risk management. We work in partnership with business units and corporate groups of TDBFG to further the management of operational risk.

The Operational Risk Management team has broad accountabilities, some pertaining to the Risk Management function overall and some relating to the propagation of improved Operational Risk practices across the Bank. The group works closely with Operational Risk representatives in the Businesses and Corporate areas to implement new approaches and to aggregate results. This group implements and manages the Risk and Control Self Assessment Program, Fraud Management, Operational Risk Policies and Basel Program Management.

In this position, you coordinate and prepare agendas and packages for all Risk committees, assisting in the management of production of materials for various presentations, including the Operational Risk Oversight Committee and the Operational Risk Management Committee. You act as back-up for all Risk Committee of the Board activities in the absence of the AVP, Operational Risk. You also assist with the preparation and coordination of the information required by the various regulators to ensure consistency and timeliness of the completion of the requests.

The Risk Manger is required to facilitate the completion of the Risk Control Self Assessment and Enterprise Wide Control assessments for Risk Management. You assist in the development and delivery of a strong and flexible communication management function for both Operational Risk and Risk Management as a whole. This responsibility will include assisting in the implementation of an Operational Risk Management Awareness and Education Program throughout TDBFG and in the development of a communication strategy for Risk Management. You also implement strategies, tactics and action plans identified in the above delivery. This approach includes working with internal and external business partners, documentation and tracking of timelines and deliverables.

• I start my day by...
  Meeting with my manager to get his thoughts on the strategic alternative pitch that I sent him last night for review.
• Review/update the project ...
  Review/update the project plan for our project team status meeting. In doing so, I focus on the deliverables that are running late and others that are coming due soon. An issue needs to be resolved immediately so I prepare a brief summary and share it with the project team.
• Meet with the working...
  Meet with the working team members to review the upcoming deliverables. We discuss the issue on hand and review the pros and cons of various options. Together, we land on plausible solutions. I need to prepare a formal proposal and obtain proper sign offs.
• Team volunteer event...
  Team volunteer event at the Centre for Addiction and Mental Health (CAMH). We bake goodies with the clients and get to meet a lot of people. It’s a very rewarding and humbling experience.

Fathima - Graduate Finance & Accounting Associate

As a Graduate Finance and Accounting Associate you will...

• Drive shareholder value
• Be respected as a valued business partner
• Execute with excellence
• Lead in reporting, control, and governance
• Provide a positive, rewarding work environment
• Invest in people

The TD Graduate Finance and Accounting Associate Program (TD GRAD FAAP) enables graduates to complete four customized 6-month rotations within TD Finance groups, which includes: Chief Accountants, Business Finance, Taxation, Investor Relations, Audit, Finance Shared Services, Treasury & Balance Sheet Management and Enterprise Decision Support. This leadership development program focuses primarily on project work to provide you with an opportunity for growth, upward mobility, and an understanding of the Finance discipline throughout TD Bank Financial Group. You will connect with senior management, gaining valuable experience while developing leadership skills. You will also have an executive mentor throughout the 2 year program.

• I start preparing the...
  I start preparing the CEO’s briefing binder for the Morgan Stanley Conference he will be attending next week. I confirm the CEO’s investor meeting schedule and start preparing briefing notes for the investor meetings.
• Off to an investor meeting...
  Off to an investor meeting with TD’s CFO, where we meet with a group of 6 of TD’s largest institutional investors to answer their questions on current trends in Banking and TD’s strategic priorities for 2010. I take copious amounts of notes at this meeting as I’ll be required to write up a call report of the meeting, and send a copy to my team members to keep them abreast of what’s on Investors minds. I start researching our external disclosure documents for some data that I will need to update the TD Investor Overview Presentation Deck that is used by the bank’s executives to educate investors on TD. I update the financial information and messaging for the business segments to ensure it is accurate and relevant for the current quarter and send the presentation off to the senior manager for approval.
• My executive mentor...
  My executive mentor, an SVP at the bank, stops by to see how everything is coming along. We chat about upcoming projects during my rotation, as well as some potential areas of the bank I may be interested in learning more about for my next few rotations.
• I update the IR event...
  After a review of the Investor Relations website, I draft an email to Electronic Channels with updates and additions to the site. I then update the Investor Relations event calendar for any new executive events that our team will need to be involved in over the next few months. I send the calendar off to the team and our partners in CAPA, Fixed Income, and the Office of the President. I respond to any investor or analyst emails or voicemails which have come through during the day and put together a quick to-do list of things to get to in the morning.

Alexandra - Finance Manager, Financial Transaction Group

Finance Shared Services (FSS) is comprised of a diverse group of Finance professionals who are responsible for executing financial, regulatory and management reporting activities across TDBFG. FSS is building a world class partner-centric shared services organization with the primary objective of building capability and scalability through ongoing continuous improvement (standardizing, simplifying and automating processes) while maintaining a strong focus on internal controls.

The departments within Finance Shared Services include:

• Financial and Regulatory Reporting
• Finance Operations
• Wholesale Treasury Accounting Operations
• Management Reporting
• Strategic Process Development Office
• Convergence Office

As part of the Visa Accounting Operations group I have the pleasure of leading a team of 9 high performing finance professionals who provides accounting and production support to a diverse group of business partners across TDBFG executing all aspects of Visa and Merchant accounting including daily clearing and settlement activities, optimizing operational efficiency and enhancing service delivery excellence with our partners.

I am also involved in projects within Finance Share Services (FSS) and in conjunction with our Finance and Business Partners outside of FSS for implementing all initiatives that impact the VISA and Merchant business, such as new products and services offered to both, our cardholders and the Merchants. We ensure that those initiatives are booked according to the Common Chart of Accounts guidelines and Financial Reporting. On the governance front, I am responsible for ensuring strong controls are maintained over our company Visa for complying with requirements of Auditors (Sox and Internal Audit) and Legal Counsel.

• Approve wire payments...
  Approve wire payments to Visa Canada for the daily interchange settlements. I also review daily loan account reconciliations and address any questions or concerns from my team regarding our daily activities.
• Prepare and deliver...
  Prepare and deliver information requested by Internal Audit, the SOX auditors and requirements from our Business Partners.
• I attend a conference...
  I attend a conference call regarding a credit balance refund project. I review the status of the project, pending actions, testing, validation and a report on the roll-out.
• I review and approve...
  I review and approve journal entries prepared by my team. I review the proof and verification reconciliation for the daily interchange settlements with Visa Canada.