Work Location:
Toronto, Ontario, Canada
Hours:
37.5
Line of Business:
TD General
Pay Details:
96 900 $/$96,900 - 136 800 $/$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:
Reporting to the Senior Manager, Business Management, the Manager, Learning Architecture & Strategy will be accountable for the design, development, and ongoing evolution of learning solutions supporting the Canadian Banking Contact Centre (CBCC). This role serves as the primary learning lead for CBCC, translating business priorities into practical, scalable learning solutions that accelerate colleague proficiency and performance.
The Manager, Learning Architecture & Strategy will own learning needs analysis, content strategy, and learning asset development across onboarding, Day 2, and capability uplift. Working closely with CBCC leaders, HR partners, L&D COEs, and external vendors, the Manager ensures learning solutions are effective, sustainable, and aligned to operational needs. The position requires critical thinking, strategic planning, project management, change management, collaboration, stakeholder relationship management, and advanced verbal/written communication skills.
Key Accountabilities:
Learning Strategy & Planning
- Develop and maintain the CBCC learning roadmap aligned to business objectives and workforce priorities
- Translate evolving business needs into clear learning approaches and design recommendations
- Act as a learning advisor to CBCC leaders, guiding decisions on learning scope, modality, and sequencing
- Develop and execute the long-term learning strategy & plan and associated roadmaps, ensuring they align with the skills needed to support the broader business vision and delivers a great learner experience
- Proactively align learning strategies to the capabilities needed to address evolving business needs
Performance Consulting & Needs Analysis
- Conduct learning needs and performance gap assessments at role and capability levels
- Partner with leaders to diagnose root causes and recommend learning or non‑learning solutions
- Support data‑informed decisions by connecting learning solutions to business outcomes
Learning Content & Asset Development
- Apply instructional design methodologies and adult learning principles to develop engaging, effective, and performance-focused learning solutions
- Establish learning design standards, tools, and practices to ensure consistency and quality across CBCC learning assets
- Translate complex business processes and capability requirements into learner-centric experiences across multiple delivery modalities
- Maintain visibility to learning inventory and identify opportunities to streamline or modernize content
- Build the business case for learning development and define the rollout plan in collaboration with the business senior management and other partners
Stakeholder & Partner Collaboration
- Serve as the primary point of contact for CBCC learning matters
- Work closely with HRBPs, L&D COEs, learning operations, and learning technology partners
- Engage external vendors as required to support learning design and delivery
- Manage issues or escalations in relation to the learning strategy within the portfolio
Delivery, Execution & Continuous Improvement
- Coordinate learning initiatives across multiple workstreams and timelines
- Track progress, risks, and dependencies; escalate where appropriate
- Gather feedback and performance insights to continuously improve learning solutions
- Support leader updates and communications related to learning initiatives
Job Requirements:
- 5+ years of experience in Learning & Development, instructional design, adult education, or a related field
- Demonstrated expertise in instructional design methodologies (e.g., ADDIE, SAM, Design Thinking) and adult learning principles
- Proven experience designing and developing learning solutions for complex business environments
- Experience leading end-to-end learning initiatives from needs assessment through design, development, implementation, and evaluation
- Strong understanding of learning measurement, learner experience, and capability development practices
- Excellent presentation, communication, and storytelling skills
- Comfortable working in ambiguity and shifting priorities
- Ability to perform a detailed needs assessment at the organizational, team and project level
- Strong planning skills, with the ability to work in afast-pacedenvironment and manage multiple deadlines and priorities while maintaining accuracy through attention to detail
- Ability to build and maintain relationships with diverse stakeholders including executives, program support, external partners, and vendors
Education:
- University degree or equivalent experience
- Post-secondary education in Adult Education, Instructional Design, Learning & Development, or a related discipline is required
- Certification in formal training in Instructional Design, Adult Learning, or Learning Experience Design (LXD) is an asset
- Knowledge and experience in contact centres would be an asset
- Demonstrated commitment to continuous learning
Language Requirement (Quebec only):
Matrise dune langue autre que le franais pour offrir du soutien ou traiter avec des employes ou des collgues qui ont besoin de services et de soutien dans une langue autre que le franais.
