Work Location: Toronto, Ontario, Canada Hours: 37.5 Line of Business: Business Management, Strategy & Support 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: 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 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 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. Learn more 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. 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 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. 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. We look forward to hearing from you! Language Requirement (Quebec only): Sans Objet US Labor & Employment Posters | California Privacy | Accessibility | FAQ 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. Learn more: Canada | US | Europe & Asia Pacific