CRM Business Analyst, Client Support - TD Asset Management - Jobs in Toronto, ON

Job Description

TD DescriptionTell us your story. Dont go unnoticed. Explain why youre a winning candidate. Think "TD" if you crave meaningful work and embrace change like we do. We are a trusted North American leader that cares about people and inspires them to grow and move forward.Stay current and competitive. Carve out a career for yourself. Grow with us.Department OverviewTD Asset Management (TDAM), a member of TD Bank Financial Group, is a leading North American investment manager offering progressive investment solutions to both institutional and individual investors. For over two decades, the organization has established competitive market positions in active, quantitative, and passive portfolio management. As of September 30, 2021, TDAM and its affiliates manage over $431 billion in assets on behalf of pension, insurance, endowment/foundation, and corporate clients, as well as high-net worth clients and retail mutual funds.In attaining this client commitment, TDAM has built one of Canada’s largest and most respected investment management and research teams with more than 220 Portfolio Managers, Associate Portfolio Managers, Traders and Analysts.Job DescriptionThe Client Support team is responsible for activities such as application management (Salesforce- client book of record and contact management system, reporting portal and websites), development and maintenance of client and internal-use forms, guides and tools, reporting (client, regulatory and management), client invoicing, client onboarding and recordkeeping, and mass distributions to clients and prospects.The mission of the Client Support team is to contribute to a legendary client experience through improved operational efficiency and reduced risk by the development, implementation and delivery of a full range of client implementation, reporting and control activities across TDAM’s institutional businesses.Accountabilities:

• As Salesforce CRM Business Analyst, you will work closely with internal stakeholders to capture business needs, define requirements and business processes.
• Strong ability to translate business requirements into technical solutions, outlining functional and non-functional specifications and utilize Jira tool to organize and submit stories to Technology.
• Create comprehensive acceptance criteria and test steps to provide QA and business teams expected results for success in relation to product, performance, user acceptance and operational acceptance testing.
• Manage the teams Jira pipeline to track the lifespan of individual enhancement requests. Ensure each story is updated to the most current stage and that the next steps are clearly communicated with team members to meet Technology deadlines.
• Assist team members with decision-making and prioritizing enhancement requests through the Jira tool by weighing development complexity against business needs.
• Act as a team coordinator with our Technology Solutions team on planned platform enhancement and hotfix releases.
• Produce detailed post-deployment release notes for Salesforce users outlining updates to the system, including problem statements, rationale for change and users impacted.
• Collaborate with team to create and maintain training documentation and other associated deliverables such as process maps and data models for internal users, department managers, executives and clients.
• Assist workstream project managers by providing accurate and timely updates on project processes and deliverables.
• Provide support by monitoring, triaging and/or resolving inquiries received in the teams group mailbox in a timely manner. Escalate issues to project team or technology development/technical teams as appropriate and follow up to ensure a resolution is provided.
• Assist with the preparation of complex data files using MS Excel (formulas and data manipulation) for mass updates (insert, delete, modify) through Salesforce data loader and data import wizard.
• Assist the CRM Manager with the Salesforce "Champions" program by contributing topics of interests, quick demos and updates on stakeholder enhancement requests.
• Participate in process improvement plans for Salesforce and other cloud platform roadmap initiatives and projects, with a focus on process optimization and promoting alignment across teams.
• Provide back-up to other team members tasks during absences and/or high-volume periods.
• The position reports to the Manager, Client Support

Job RequirementsSpecific Educational Requirements / Accreditations

• Hold a post-secondary degree/diploma or related experience
• 3+ years of Salesforce experience or related experience/certifications
• Business Analyst certifications are an asset

Other Qualifications / Skills / ExperienceThe ideal candidate will exhibit the following qualifications:

• A firm understanding of the Salesforce platform, best practices and business analytics tools.
• Proficiency in Jira is an asset
• Collaboration is key on this team. Candidate must be able to contribute creative ideas and possess flexibility to adapt to the dynamic needs of the team.
• Strong leadership, change management and consensus building skills with the ability to understand impacts and interactions of end-to-end business processes.
• Strong facilitation skills and comfort asking effective questions to elicit stakeholder needs and/or concerns to define requirements and business processes.
• Must demonstrate strong, dynamic written and verbal communication skills with the ability to communicate clearly with various stakeholders at all levels of seniority.
• Must be results-oriented and dedicated to high standards with a commitment to providing an exceptional level of service to internal stakeholders.
• Strong interpersonal skills and the ability to build relationships across teams.
• Strong presentation skills and comfortable in an interactive group setting
• Exceptional time management and organizational skills are required to balance competing deliverables and projects in a fast-paced environment.
• Extremely strong attention to detail is critical in this role.
• Ability to take initiative and ownership of issues.
• Employ critical thinking and ability to make logic-based decisions.
• Able to adapt quickly to change and comfortable working with ambiguity.
• Demonstrate competency when working independently on multiple tasks.
• Release management experience would be an asset
• Experience with reporting, data management and complex institutional client relationships would be a strong asset
• Preference for more advanced users in MS Office Suite, particularly with manipulating data in Excel (VBA, pivot tables, formulas, etc.). Ability to build macros is an asset.
• A desire to continuously learn and improve, particularly related to technical skills and Salesforce knowledge.
• Exhibit a keen interest in and knowledge of the Canadian investment management industry; knowledge of the Canadian pension industry is an asset.

#LI-POSTInclusivenessAt TD, we are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of our customers and communities in which we live and serve. If you require an accommodation for the recruitment/interview process (including alternate formats of materials, or accessible meeting rooms or other accommodation), please let us know and we will work with you to meet your needs.Job FamilyBusiness AnalysisJob Category - PrimaryBusiness Analysis / ReportingJob Category(s)Asset Management, Business Analysis / Reporting, Wealth ManagementHours37.5Business LineTD Asset ManagementTime TypeFull TimeEmployment TypeRegularCountryCanada**Province/State (Primary)OntarioCity (Primary)TorontoWork Location1230 Blackfoot Drive - 300 Park Centre, 161 Bay Street CorporateProvState 2SaskatchewanCity(s) 2ReginaJob Expires02-Feb-2022Quick Apply

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