Work Location:London, Ontario, Canada
Hours:37.5
Line of Business:TD General
Pay Details:$96,900 - $136,800 CAD
Job Description:Department OverviewThe Workforce Management (WFM) team is a strategic enabler within the North American Shared Services model, supporting customer and colleague experience across all Phone Channel lines of business. WFM operates as a
trusted enterprise advisor, aligning demand, capacity, cost, and service outcomes to deliver consistent, high-quality experiences.
As the organization continues to evolve, WFM is transforming into a
technology-enabled, data-driven function, leveraging modern platforms such as
AWS, Databricks, and Azure (Analytics Zone) to deliver scalable insights, predictive forecasting, and real-time workforce decisioning. This transformation supports TD's enterprise priorities of simplification, automation, and insight-to-action at scale.
Role SummaryThis is a
high-visibility, enterprise-facing leadership role within Workforce Management, accountable for leading the
WFM Command Center and real-time operational management across broader NACO pillars.
The role operates at the intersection of
customer experience, workforce execution, operational risk, and enterprise incident management. The successful candidate will act as a
trusted advisor to Operations, WFM, Technology, and senior leaders, translating real-time performance signals into clear decisions and coordinated actions that protect service, colleague capacity, regulatory obligations, and customer outcomes.
This role requires a strong
enterprise and end-to-end operating mindset, connecting intraday demand, staffing, schedule adherence, systems health, incident impacts, and business priorities. The Manager will balance rapid decision-making with disciplined governance, transparent communication, and sustainable operational execution with usage of AWS Connect, NICE IEX, monitoring multiple channels.
Key Accountabilities1. Real-Time Workforce & Service Management- Lead enterprise intraday management across multiple lines of business, monitoring service levels, volumes, staffing, occupancy, adherence, productivity, and customer demand.
- Direct timely workforce actions, including skill and routing adjustments, schedule changes, overtime, voluntary time off, offline activity management, and workload prioritization.
- Ensure decisions balance customer experience, colleague capacity, operational risk, and cost, with clear ownership and documented outcomes.
2. Incident Response & Business Continuity- Lead the WFM response to technology incidents, demand spikes, severe weather, site disruptions, and other events affecting customer access or workforce availability.
- Coordinate with Operations, Technology, Incident Management, Business Continuity, and partner teams to assess impacts, activate mitigation plans, and support recovery.
- Maintain clear escalation paths, decision logs, action tracking, and executive updates throughout an incident.
- Lead post-incident reviews and ensure lessons learned are converted into stronger controls, playbooks, and preventive actions.
3. Performance Governance & Executive Communication- Provide concise, timely, and executive-ready operational updates that summarize performance, impacts, actions, risks, and recovery expectations.
- Lead daily and event-based governance forums, challenging assumptions and driving alignment on priorities, trade-offs, and accountabilities.
- Build trusted partnerships with senior leaders and influence decisions through fact-based recommendations and clear operational storytelling.
4. Operational Controls & Delivery- Ensure Command Center processes, reporting, and workforce actions are accurate, timely, repeatable, and audit-defensible.
- Establish clear operating routines, thresholds, escalation protocols, quality checks, and controls for real-time management.
- Identify emerging service and capacity risks early, assign mitigation plans, and track actions through resolution.
5. Command Center Transformation & Insight Enablement- Lead improvements that strengthen automation, standardization, alerting, visualization, and decision support across Command Center operations.
- Partner with Data and Technology teams to improve real-time data availability, reporting accuracy, and scalable operational insights using modern platforms.
- Promote continuous improvement by simplifying workflows, reducing manual effort, and improving speed from insight to action.
6. People Leadership & Team Effectiveness- Lead, coach, and develop a high-performing team operating in a fast-paced, time-sensitive environment.
- Build capability in operational judgment, real-time analytics, incident leadership, stakeholder communication, and risk management.
- Balance responsiveness and delivery expectations with sustainable workloads, colleague well-being, and appropriate coverage.
- Foster an inclusive, accountable, and collaborative culture aligned to TD Way principles - Purpose, Who We Are, and How We Lead.
Key RequirementsOperational Experience & Expertise- Deep experience in Workforce Management, contact-centre operations, and real-time or intraday management in complex, multi-line environments.
- Strong understanding of service-level performance, call and digital demand, staffing, scheduling, adherence, productivity, routing, and operational dependencies.
- Demonstrated experience leading high-impact incidents, business continuity responses, or time-sensitive operational escalations.
Technology, Data & Reporting Capabilities- Experience with WFM, telephony, routing, reporting, and visualization platforms; familiarity with AWS Connect, Routing, NICE IEX, SQL, cloud data environments, or comparable tools is an asset.
- Proven ability to interpret complex real-time data, validate information, identify root causes, and convert insights into timely operational actions.
- Experience enabling automated alerts, standardized reporting, or data-driven decision support is preferred.
Leadership & Influence- Demonstrated ability to engage, advise, and influence Operations leaders and senior executives during routine performance management and high-pressure events.
- Exceptional written and verbal communication skills, with the ability to deliver concise updates and clear recommendations at speed.
- Strong stakeholder management across Operations, WFM, Technology, Incident Management, Business Continuity, and partner functions.
Execution, Risk & Judgment- Ability to make sound, timely decisions with incomplete information while maintaining appropriate governance and escalation.
- Strong risk awareness and the confidence to communicate operational constraints, customer impacts, and trade-offs transparently.
- Proven track record of driving results, strengthening controls, improving processes, and sustaining performance in a high-pressure environment.
Experience / Education
- Undergraduate degree and / or
- 10+ years relevant experience
