Manager, WFM AI Capabilities, Insights & Integration

Work Location: Toronto, Ontario, Canada Hours: 37.5 Line of Business: TD General Pay Details: $96,900 - $136,800 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

*A preferred candidate has been identified. This people leader role leads the development and integration of AWS‑based AI capabilities, workforce insights, and analytics across the Workforce Management (WFM) ecosystem. The team will translate WFM data and operational needs into practical AI‑enabled capabilities, performance insights, and decision support that improve how WFM and business teams plan, manage, and optimize the workforce. The role owns the WFM data and insights pipeline, including how workforce data is sourced, connected, governed, transformed, and made available for reporting, analytics, AI use cases, and performance management. The focus is not solely on technical data integration, but on integrating insights across WFM platforms and enterprise data sources to create a consistent view of workforce performance and enable measurable business outcomes. The successful candidate will combine people leadership, strong WFM platform knowledge, analytics expertise, and hands‑on experience with AWS AI capabilities. They will bridge WFM, business, data, and technology teams to move opportunities from concept to operational use, while ensuring solutions and insights are scalable, reliable, well‑governed, and adopted across the function. As part of Enterprise WFM, the successful applicant will build and lead a high‑performing team, establish standards for WFM data and insights, and advance the practical adoption of AWS‑based AI, advanced analytics, and automation. External experience applying AI and analytics in operational environments will be highly valued.

CUSTOMER

• Partner with WFM, business, data, and technology teams to identify, prioritize, and operationalize AWS AI‑enabled capabilities and workforce analytics use cases
• Translate workforce data and operational challenges into actionable insights, performance measures, AI capabilities, and decision‑support solutions
• Lead the integration of insights across WFM platforms, AWS capabilities, and enterprise data sources to provide a consistent view of workforce performance
• Ensure insights and AI‑enabled capabilities are practical, trusted, clearly understood, and embedded into day‑to‑day planning and operational decision‑making
• Provide subject‑matter expertise on WFM platforms, workforce data, analytics, performance measurement, and AI capability enablement
• Maintain awareness of emerging AWS AI and analytics capabilities and assess their practical application within WFM

SHAREHOLDER

• Own and advance the WFM AI, insights, and analytics roadmap, with a strong emphasis on AWS‑based capabilities and measurable business outcomes
• Own the WFM data and insights pipeline, including data sourcing, connectivity, quality, governance, transformation, and availability for reporting, analytics, and AI use cases
• Establish consistent WFM performance measures, data definitions, and insight standards across the function
• Ensure AI and analytics solutions are scalable, reliable, secure, cost‑effective, and aligned with technology and data governance requirements
• Manage risks related to data quality, model and insight reliability, cloud implementation, privacy, and operational impact
• Partner with Technology, Data, HR, Finance, and Operations to align priorities and deliver AWS AI‑enabled use cases and workforce insights
• Identify opportunities to improve productivity, reduce manual effort, strengthen performance management, and enable faster decisions through AI, automation, and analytics

EMPLOYEE / TEAM

• Lead, coach, and develop a team accountable for WFM AI capabilities, workforce insights, analytics, and the WFM data pipeline
• Set clear accountabilities, priorities, and performance expectations, and create an environment of ownership, collaboration, and continuous improvement
• Build team capability in AWS AI, WFM platforms, workforce analytics, data management, and insight storytelling
• Attract, develop, and retain talent with the technical, analytical, and operational skills required to advance the WFM strategy
• Promote strong partnerships and knowledge sharing across WFM, business, data, and technology teams
• Foster a culture that balances innovation and pace with disciplined governance, quality, and responsible AI practices

BREADTH & DEPTH

• Strong understanding of WFM platforms, workforce data, operational performance measures, and contact centre environments
• Hands‑on experience shaping and operationalizing AWS‑based AI, analytics, or automation capabilities
• Experience leading workforce insights and analytics, including the connection of data across multiple platforms and enterprise sources
• Understanding of data pipelines, data quality, governance, cloud connectivity, APIs, and how data supports reporting, analytics, and AI use cases
• Ability to move between people leadership, strategic planning, stakeholder management, and practical execution
• Works across multiple systems, business units, and stakeholder groups to align priorities and drive measurable outcomes
• Influences technology, data, and operational decisions through strong WFM knowledge and evidence‑based insights

EXPERIENCE AND / OR EDUCATION

• Undergraduate degree or equivalent experience
• 5+ years of experience in WFM technology, workforce analytics, AI enablement, data and insights, or a related field
• People leadership experience, including coaching, performance management, talent development, and leading delivery through a team
• Hands‑on experience with AWS AI capabilities, cloud‑based analytics, or AWS‑related contact centre technologies
• Experience with WFM platforms such as NICE, Verint, Amazon Connect, or comparable enterprise workforce technologies
• Experience developing workforce insights, performance reporting, analytics products, or decision‑support capabilities
• Knowledge of WFM data pipelines, data models, APIs, cloud connectivity, data quality, governance, and system architecture
• Experience with SQL and/or Python is a strong asset
• Strong understanding of contact centre and workforce management processes, measures, and operational decision‑making
• External experience implementing AI, analytics, or cloud capabilities in production environments is strongly preferred
• Experience in financial services or another regulated industry is preferred

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

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.

Additional Information

We are 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 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.

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.

Language Requirement (Quebec only)

Sans Objet

Our Values

At TD we’re guided by our purpose to enrich the lives of our customers, communities and colleagues, and share a set of values that shape our culture and guide our behavior. In exchange for how our colleagues show up to help TD succeed, we are committed to delivering a colleague experience grounded in Impact, Growth and a Culture of Care. No matter where you work across TD, we empower you to make an impact at work and in your community, explore and grow your career and be part of our caring and inclusive culture.

Our Commitment to Diversity, Equity, and Inclusion

At TD, we’re committed to fostering an environment where all colleagues are encouraged to bring their authentic selves to work, experience equitable opportunities, and feel respected and supported. We’re dedicated to building an inclusive workforce that reflects the diversity of the customers and the communities in which we live and serve.

Helping to Make an Impact in Communities – TD Ready Commitment

TD has a long-standing commitment to help drive progress towards a more inclusive and sustainable future. That’s why we launched the TD Ready Commitment in 2018, now a multi-year North American initiative. Under the TD Ready Commitment, we are targeting a total of C$1 billion by 2030 in community giving across four key, interconnected drivers of change: Financial Security, Vibrant Planet, Connected Communities, and Better Health. It’s our goal to help support change, nurture progress, and contribute to making the world a better, more inclusive place for our customers, colleagues, and communities.