Senior Analyst WFM

TD•Mississauga, ON

5d•CA$81,600 - CA$115,200•Onsite

About The Position

The RESL Operations team is committed to delivering exceptional customer and colleague experiences through innovation, operational excellence, and continuous improvement. As part of the Operations Performance Ecosystem (OPE), the Workforce Management (WFM) team leads the end-to-end workforce strategy for RESL Operations, partnering across Operations, Finance, Strategy, Analytics, Product, and Technology teams to drive informed business decisions. As a Workforce Management Community of Practice, the team provides expertise in capacity planning, forecasting, workforce optimization, and operational analytics to support business performance, customer experience, and colleague engagement objectives. The team also plays a key role in identifying and integrating automation, advanced analytics, and AI-enabled capabilities that enhance operational effectiveness and workforce planning maturity. Reporting to the Manager, Workforce Management, the Senior Analyst is responsible for providing strategic workforce planning and analytical support across RESL Operations. This role combines forecasting expertise, business consulting, project leadership, and advanced analytics to support operational decision-making and long-term workforce strategies.

Requirements

Experience in Workforce Management, Capacity Planning, Forecasting, Business Analytics, Operations Strategy, or related disciplines.
Advanced proficiency in Microsoft Excel with demonstrated experience building analytical models and decision-support tools.
Strong analytical, critical thinking, and problem-solving capabilities with the ability to translate data into actionable business insights.
Experience developing workforce forecasts, capacity models, scenario analyses, and operational performance assessments.
Knowledge of workforce management principles, forecasting methodologies, productivity analysis, and operational performance metrics.
Demonstrated ability to leverage analytics, automation, or AI-enabled technologies to improve business outcomes and workforce planning effectiveness.
Strong business acumen with the ability to understand enterprise objectives and align workforce strategies accordingly.
Exceptional verbal, written, and presentation skills with an ability to communicate complex analytical concepts to senior leadership audiences.
Proven ability to influence decision-making through data-driven recommendations and business case development.
Strong stakeholder management and relationship-building skills across multiple levels of the organization.
Ability to independently manage multiple priorities, deliver high-quality results, and adapt effectively within a dynamic environment.
Demonstrated success leading initiatives, driving change, and influencing cross-functional partners without direct authority.

Nice To Haves

Experience utilizing data visualization, reporting, and analytical tools such as Power BI, SQL, Python, Tableau, or similar platforms is considered an asset.
Undergraduate degree in Business, Economics, Operations Research, Mathematics, Statistics, Data Analytics, Computer Science, or a related quantitative discipline is preferred.
Relevant professional experience in Workforce Management, Capacity Planning, Forecasting, Analytics, Business Intelligence, or Operations Strategy may be considered equivalent.
Experience in financial services, operations, customer service environments, or workforce planning functions is considered an asset.

Responsibilities

Lead the planning, development, execution, monitoring, and continuous enhancement of workforce management models supporting RESL Operations.
Design, maintain, and optimize workforce capacity plans that align staffing supply with workload demand while balancing customer, colleague, and business outcomes.
Partner with business leaders, Product Groups, and key stakeholders to understand operational strategies, volume drivers, and future business changes impacting workforce requirements.
Develop forecasting methodologies, workforce models, and scenario analyses to evaluate resource needs, productivity opportunities, and operational risks.
Conduct workforce impact assessments and business case analyses to quantify the impact of strategic initiatives, process changes, technology enhancements, and operating model transformation.
Leverage advanced analytics, automation, and AI-enabled tools to improve forecasting accuracy, workforce efficiency, and decision support capabilities.
Translate complex workforce insights into actionable recommendations and executive-level presentations that support strategic planning and investment decisions.
Lead and facilitate working sessions, governance routines, and cross-functional initiatives involving multiple business partners and stakeholders.
Support the development of workforce management standards, methodologies, governance practices, and forecasting best practices across supported business areas.
Partner with Data, Analytics, Technology, and Operations teams to ensure workforce metrics, calculations, and reporting solutions remain accurate, scalable, and aligned with business objectives.
Identify, evaluate, and implement opportunities to improve workforce planning processes through automation, continuous improvement, and innovative solutions.
Develop educational materials, playbooks, job aids, and presentations to enhance workforce management knowledge and capability across the organization.
Support strategic initiatives by providing workforce expertise, resource planning guidance, and analytical leadership throughout the project lifecycle.