Senior Manager, Governance & Control

TD•Toronto, ON

1d•CA$115,600 - CA$163,200•Onsite

About The Position

North American Customer Operations (NACO) is a key enterprise function responsible for delivering contact centre operations and shared services across TD. NACO is evolving to become a strategic, revenue-enabling distribution channel focused on seamless client experiences and operational excellence. The Strategy & Enablement (S&E) team drives transformation, productivity, and operating model evolution, including leveraging AI and automation to improve service delivery and create capacity. Project Helix is introducing a significant portfolio of AI and ML capabilities into NACO. This Senior Manager role provides dedicated leadership for model strategy, governance, monitoring, and regulatory readiness, ensuring the organization can safely scale AI adoption while maintaining compliance, reducing execution risk, and providing executive transparency across one of TD's highest-profile transformation initiatives.

Requirements

Senior Manager level experience
Experience in Governance & Control
Experience with AI and ML capabilities
Experience with model strategy, governance, monitoring, and regulatory readiness
Experience in developing executive-ready materials
Experience in program leadership and coordinating cross-functional teams
Ability to manage competing priorities
Strong relationship-building skills

Nice To Haves

Experience with Layer6 and Ai2
Experience with AWS

Responsibilities

Lead the Helix Model Strategy & Roadmap, partnering with Layer6 and Ai2 (critical AI and model first line partners)
Ensure model documentation, inventories, risk assessments, change management practices, monitoring plans, and governance artifacts meet enterprise standards.
Provide governance and design direction during model development and implementation.
Chair and facilitate the Helix Model Workstream, including developing executive-ready materials for ESC, SET, and senior leadership audiences.
Horizontal program leadership, including establishing integrated workback schedules and coordinate cross-functional teams and drive execution against key milestones.
Manage competing priorities across multiple model initiatives simultaneously.
Foster strong relationships across Technology, Risk, Operations, and AI communities.
Support the development and evolution of scalable model monitoring capabilities, partnering with Layer6, Ai2, AWS, and internal stakeholders to establish performance metrics, thresholds, controls, escalation frameworks, and governance standards