TD Bank
Building an operating system for authentication analytics and team visibility
Senior Business Information Management Analyst · 2025–Present
Structured Jira, Confluence, intake, dashboard documentation, and stakeholder reporting for a team working across authentication, fraud, analytics, and digital trust.
A high-stakes team running authentication, fraud and analytics had no Jira, no structured intake, and requests arriving as scattered emails.
There was no operating system around the team — work was hard to track, hard to prioritize, and invisible to leadership.
Treat the team itself as a product. Prioritize intake, documentation, and reporting over any single dashboard.
Stood up Jira to TD standards, built a Confluence intake that auto-creates structured tickets, authored the team's knowledge base, and introduced a weekly reporting rhythm.
~30% reduction in stakeholder back-and-forth, EVP-level visibility into the team's work, and a clear surface for AI-agent and authentication-optimization initiatives to land on.
Instrument the operating system itself — time-to-resolution by request type, not just request volume — so the case for process changes is quantitative, not anecdotal.
Detailed file
Context
TD's Customer Authentication Strategy & Performance (CASP) team sits at the intersection of fraud prevention, customer experience, and authentication analytics. Data scientists and business analysts monitor authentication journeys, optimize rules and models, and are building AI agents for authentication optimization and simulation. When I joined, the team had no Jira, no structured intake, and no formal operating model.
Jira operating model from zero
Initiated the Jira setup within TD's organizational standards. Created the project, defined all fields and issue types, organized work by pods and workstreams, linked tickets to partner team boards, introduced weekly one-on-one cadence sessions with each team member.
Automated request intake
More than 10 different request types were arriving via unstructured email. Designed and built a Confluence intake form that automatically creates a structured Jira ticket on submission — entirely self-initiated. Estimated to reduce stakeholder back-and-forth by ~30%.
Confluence knowledge base
Built a comprehensive Confluence space — team overview, dashboard documentation, project docs, onboarding guides, governance and audit-readiness documentation, alert playbooks. Used by the entire organization including the Executive Vice President as the authoritative reference for the team.
Stakeholder visibility
Weekly progress reports for senior management. Self-initiated a quarterly newsletter — later expanded org-wide to improve CASP's visibility and internal brand.