Work Location:
Toronto, Ontario, Canada
Hours:
37.5
Line of Business:
Business Management, Strategy & Support
Pay Details:
$96,900 - $136,800 CAD
Job Description:
Department Overview
The 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 Summary
This is a high-visibility, enterprise-facing leadership role within Workforce Management, accountable for delivering advanced workforce planning, analytics, and strategic insights across Canadian Banking Contact Centres, General Insurance Advice Centres, and broader TD Insurance / North American Customer Operations pillars.
The role operates at the intersection of business strategy, workforce planning, and modern data platforms, leveraging tools such as AWS, Databricks, and Azure to enable scalable forecasting, automation, and insight generation. The successful candidate will act as a trusted advisor to AVPs, VPs, and senior executives, translating complex workforce and operational data into clear, actionable recommendations, and leading discussions that inform key decisions on service, cost, and customer experience.
This role requires a strong enterprise mindset, connecting end-to-end drivers across demand, capacity, hiring, attrition, and productivity, while balancing strategic ambition with operational reality, including workforce constraints and service level pressures.
Key Accountabilities
1. Enterprise Workforce Strategy & Planning
- Lead demand and capacity planning across multiple lines of business, integrating product, customer, and operational drivers to build accurate, forward-looking forecasts.
- Quantify and communicate service level, cost, and FTE implications of business initiatives, ensuring transparency of trade-offs and risks.
- Contribute to enterprise capacity planning and workforce strategies that optimize customer, colleague, and financial outcomes.
2. Advanced Analytics & Technology Enablement
- Leverage modern data platforms (AWS, Databricks, Azure/Analytics Zone) to enable scalable forecasting models, automated reporting, and advanced analytics.
- Drive the transition from traditional reporting to predictive, model-driven insights, embedding AI/ML where appropriate into forecasting and workforce planning.
- Partner with Technology and Data teams to ensure solutions are scalable, governed, and aligned to enterprise architecture.
- Champion data integration, automation, and digitization of WFM processes to improve speed, accuracy, and decision-making.
3. Executive Influence & Strategic Storytelling
- Develop and present executive-ready materials for AVPs, VPs, and senior leadership, synthesizing complex data into clear narratives.
- Influence decision-making through fact-based recommendations, highlighting trade-offs across service, cost, and growth.
- Lead and participate in key governance forums (e.g., SLT, Interlocks, Cost Transformation, Readiness), representing WFM as a strategic partner.
4. Operational Excellence & Delivery
- Deliver high-quality forecasting and planning outputs that are accurate, repeatable, and audit-defensible, aligned to enterprise governance and control standards.
- Identify and proactively surface risks and gaps in demand, capacity, and service performance, with clear mitigation plans.
- Drive continuous improvement initiatives to enhance process efficiency, consistency, and scalability.
5. Transformation & Innovation
- Lead and support WFM transformation initiatives focused on automation, standardization, and simplification.
- Identify opportunities to improve workforce processes through technology enablement, data insights, and operational redesign.
- Foster a culture of continuous improvement, innovation, and idea generation within the team.
6. Leadership & Team Effectiveness
- Balance delivery expectations with team capacity, workload, and well-being, ensuring sustainable performance.
- Coach and develop team members on technical capabilities (analytics, tools) and executive communication skills.
- Build a strong, collaborative culture aligned to TD Way principles – Purpose, Who We Are, and How We Lead.
Key Requirements
Experience & Expertise
- Deep experience in Workforce Management, forecasting, and capacity planning in complex, multi-line environments.
- Strong understanding of end-to-end workforce drivers (demand, hiring, attrition, productivity, service levels).
- Experience with advanced analytics tools and platforms (e.g., SQL, Python, Power BI, Tableau, Databricks, cloud technologies).
Technology & Data Capabilities
- Proven ability to leverage cloud-based data platforms (AWS, Azure) and modern analytics environments.
- Experience enabling automation, predictive modeling, or AI-driven insights is strongly preferred.
Leadership & Influence
- Demonstrated ability to engage and influence senior leadership (AVP/VP level).
- Exceptional communication and storytelling skills, with the ability to translate data into business impact.
- Strong stakeholder management across Operations, Product, Technology, and Finance.
Execution & Judgment
- Ability to balance strategic thinking with operational execution in a high-pressure environment.
- Strong risk awareness and ability to transparently communicate constraints and trade-offs.
- Proven track record of driving results, transformation, and process improvement.
EXPERIENCE & EDUCATION
- Undergraduate degree
- 7+ years relevant experience
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.
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.
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.
Language Requirement (Quebec only):
Sans Objet
