Senior Manager, Operations Performance Ecosystem

Work Location:
Mississauga, Ontario, Canada

Hours:
37.5

Line of Business:
Personal & Commercial Banking

Pay Details:
$115,600 - $163,200 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:

Department Overview:

The Operations team is part of the Chief Operating Office, Canadian Personal Banking, that enhance and enriches how we support our customers by delivering specialized and advisory customer and partner support. The Canadian Personal Banking Operations team is comprised of Lending, Credit Practice Management, Fulfillment, Banking Operations, Estates Services, and Production Support.

We are currently looking to appoint a Senior Manager, Operations Performance Ecosystem, reporting to the Associate Vice President, Colleague Enablement & Engagement within the COO team. The Senior Manager of Planning, Analysis and Workforce Optimization will oversee planning and optimize resource utilization in our operations teams supporting the reporting and insights, scorecards, capacity management and planning. This role involves reviewing all trends and analysis, presenting perspectives on how to optimize and adjust business rules or processes while improving productivity and efficiency with our colleagues. This role will require partnership with multiple stakeholders to present perspectives and gain alignment on optimization. This role will also need to analyze and drive improvements so that we are meeting/exceeding our customer expectations across multiple business lines.

The comprised team of central functions is critical in ensuring Operations is focused on meeting core objectives:

• Exceed customer expectations the first time, every time
• Attract, develop, and retain highly skilled Operations professionals who are customer obsessed
• Enable growth by establishing workforce that is scalable to meet customer demand
• Achieve best-in-class productivity, efficiency, and controls through a culture of continuous improvement

Specific accountabilities include:

• Own Scorecard deliverables & operations, in addition to the strategy of how Scorecard metrics influence the right colleague behaviors
• Responsible for the delivery of initiatives that build Scorecard operations, Forecasting, Scheduling and streamlined performance reporting
• Build, implement, and manage capacity plans to ensure optimal staffing levels and efficient response times; closely working with AI2 and operational teams to build/use forecasting models to pre-plan capacity required to meet demand.
• Lead Operations goalsetting in partnership with production units, from oversight of model/data inputs to socialization and facilitating the interaction with Workforce Management Scheduling & Intraday Workforce Management teams
• Lead all business analysis and performance insights that provide insights on productivity, coaching opportunities, and actions we can take to improve performance
• Provide production executive support on Operations performance, creating clarity and providing insights and analysis on results
• Support rollouts, exceptions and make meaning of annual planning including FTE, Goals, Scorecard and Expense Budgets

Job Requirements & Qualifications:

• Education: A bachelor's degree in business administration, Operations Management, or a related field is preferred.
• Track record leading others through change and cultivating a highly engaged team
• Organizational awareness- ability to maneuver the organization and create stakeholder engagement/collaboration
• Strategic Workforce Planning: Develop and implement workforce strategies that align with business objectives, ensuring the right staffing levels to meet patient demand while optimizing costs.
• Stakeholder Leadership & Influence: Demonstrated ability to lead complex stakeholder interactions, translate data insights into actionable business recommendations, and influence strategic decision-making through data-driven analysis.
• Workforce Planning Expertise: Minimum 5+ years of progressive experience in workforce data analytics, including short- and long-term workforce planning, capacity modeling, and capacity management.
• Artificial Intelligence & Machine Learning: Working knowledge of AI engines, and machine learning applications, with experience translating these technologies into workforce planning solutions
• Communication & Analytical Storytelling: Exceptional written and verbal communication skills, with the ability to synthesize complex data into compelling narratives for diverse audiences.
• Ability to manage multiple priorities and deadlines in a dynamic environment.
• Strong relationship management skills
• Comfort with ambiguity and white space

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