Work Location:Toronto, Ontario, Canada
Hours:37.5
Line of Business:Human Resources
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 OverviewAt TD, we're committed to helping our colleagues, customers and communities thrive in a rapidly evolving environment. As part of our Contact Centre AI transformation journey, we are investing in innovative technologies, future-focused capabilities and new ways of working that enhance both colleague and customer experiences.
The Helix Transformation Program is a multi-year initiative focused on helping our contact centre organization evolve and succeed in an increasingly AI-enabled environment through capability development, workforce readiness and organizational effectiveness.
Job DescriptionThe Senior Manager, Workforce Transformation & Colleague Readiness plays a key role in supporting the successful adoption of new capabilities, ways of working and talent strategies that enable TD's Contact Centre AI transformation.
Reporting to the AVP, HR Business Partner, NACO, this role will partner across business leaders, transformation teams, HR Business Partners and HR Centres of Excellence to help ensure colleagues and leaders are prepared for the future of work.
The successful candidate will lead initiatives focused on workforce readiness, talent planning, learning and development, organizational effectiveness, communications and change adoption. Working closely with a broad network of stakeholders, this role will help connect people priorities to business transformation objectives while supporting an exceptional colleague experience.
Key AccountabilitiesWorkforce Strategy & Transformation Enablement- Support the development and execution of integrated people strategies that align with business transformation priorities and evolving organizational needs.
- Develop and deliver against an integrated, multi-year workforce transformation roadmap aligned with the business transformation roadmap.
- Translate workforce strategy into sequenced plans, milestones, dependencies, decisions, and measurable deliverables.
- Coordinate workforce transition planning across segment pillars, including redeployment, upskilling, capacity management, and phased implementation.
- Partner across business, program, HRBP, and HR COE teams to drive integrated execution and protect business continuity
- Provide thought leadership and recommendations that support long-term workforce sustainability and organizational effectiveness.
Future Workforce & Organization Design- Partner with OE to lead the redesign of roles to define AI-augmented accountabilities, skills, and role profiles.
- Facilitate future-state operating model and organization design across contact center and partner functions.
- Define new and evolved support roles, capabilities, decision rights, and ownership.
- Conduct external research to use market insights and industry trends to inform recommendations related to workforce, skills and organizational effectiveness priorities.
Talent, Learning & Workforce Readiness- Identify critical capability gaps and translate them into talent acquisition, learning & development, and workforce readiness priorities.
- Coordinate internal and external hiring for critical AI, transformation, and operational capabilities.
- Partner with Learning & Development to redesign onboarding and learning programs for AI fluency, sales advice, and human skills.
- Establish plans to build, buy, redeploy, and upskill talent against future workforce requirements.
Change Enablement & Colleague Experience- Develop and execute an integrated change and communications strategy supporting workforce transition.
- Prepare leaders and colleagues for role, skill, and operating model changes through targeted engagement and communications.
- Partner with CAPA, HR Advice, Employee Relations, and business leaders to manage colleague experience and people risk.
- Support transparent, consistent, and timely communications throughout phased implementation.
Key Deliverables- Workforce Transformation Roadmap
- Future Workforce & Role Design
- Workforce planning insights, talent & learning strategies
- Colleague Readiness & Change Enablement
- Executive-level updates and recommendations supporting transformation objectives.
Job RequirementsEducation & Experience- Undergraduate degree in Human Resources, Business Administration, Organizational Development or a related discipline.
- Progressive experience in Human Resources, organizational effectiveness, workforce planning, talent management, transformation delivery or change management.
- Experience leading complex, cross-functional initiatives involving multiple stakeholders and competing priorities.
- Proven ability to influence and partner effectively with senior leaders.
- Experience supporting enterprise-wide business transformation, capability development or organizational change initiatives.
Skills & Capabilities- Strong strategic thinking and program leadership skills.
- Demonstrated expertise in organizational effectiveness, talent strategy, learning and change management.
- Strong stakeholder management, facilitation and influencing capabilities.
- Ability to analyze complex information and develop practical recommendations.
- Excellent communication, presentation and relationship-building skills.
- Ability to thrive in a collaborative, fast-paced and evolving environment.
Preferred Qualifications- Experience supporting technology-enabled or AI-driven workplace transformation.
- Knowledge of contact centre operations, customer experience environments or large-scale workforce models.
- Experience working across HR Centres of Excellence, Talent Acquisition, Learning & Development, Employee Relations and senior business leadership.
- Change management, project management or organizational effectiveness certification.
Language Requirement (Quebec only):Sans Objet
