Senior Manager, HR Contact Centre (North America) (US)

TD Bank • Greenville, SC

6d

About The Position

The Senior Manager, HR Contact Centre – North America oversee a large and significant multi-faceted operational function with overall accountability for providing strategic direction, guidance on a broad and diverse range of complex operational activities / analysis and/or specialized project support or services. This role provides strategic direction to a high-volume, multi-channel operation that supports employees across Canada and the U.S. with HR inquiries, programs, and processes. The role is responsible for ensuring an exceptional colleague experience, driving operational excellence, and enabling transformation as the organization evolves its HR service delivery model. Depth & Scope: Provides people management leadership by hiring the best talent, setting goals, developing staff, managing employee performance and compensation decisions, promoting teamwork and handling any/all disciplinary actions, as required Leads and inspires a large, diverse team of HR Contact Centre professionals, including Team and Group Managers, and Contact Centre Agents Oversees day-to-day service delivery across North America, ensuring consistent, accurate, and timely resolution of colleague inquiries; monitor performance against SLAs, KPIs, and colleague satisfaction measures; serve as senior escalation point for complex cases Executes on the annual business plan to deliver results aligned with business strategies Keeps abreast of emerging issues, trends, and evolving regulatory requirements and assesses potential impacts Embeds a culture of continuous improvement across the HR Contact Centres Leads root cause analysis on recurring issues and implement sustainable solutions Relentless focus on simplifying processes, reducing hand-offs, and improving service quality and how we deliver Leverages data, feedback, and insights to identify trends, eliminate pain points, and improve efficiency Partners with HR and Technology teams to implement next-generation service delivery tools (e.g., ServiceNow, Workday, AI-enablement) Champions self-service adoption, knowledge management, and digital-first solutions for TD Colleague and People Managers across North America Drives automation and digitization initiatives to enhance scalability and consistency Builds strong partnerships with HR COEs, Payroll, and Business HR teams to deliver seamless support across functions Provides reporting and insights to senior leadership on trends, risks, and opportunities Engages stakeholders to ensure alignment and support during change initiatives Fosters an inclusive, high-performance culture emphasizing colleague development, engagement, and recognition Coaches and mentors team leaders, building strong succession pipelines Models organizational values and reinforce a culture of service excellence Grows team expertise to align with business/enterprise demand and direction; assesses team skills and capabilities and continually looks for ways to provide and enhance the value delivered

Requirements

• Undergraduate degree
• 8+ years of progressive operations, contact center, or shared services leadership experience.
• Proven track record managing large teams (50+ FTEs) across multiple locations.
• Subject matter expertise for US Processes and regulatory requirements
• Strong experience in continuous improvement
• Deep knowledge of HR service delivery models, case management platforms, and Workday (would be an asset)
• Strong analytical skills; ability to interpret data, identify trends, and influence outcomes
• Exceptional communication, stakeholder management, and change leadership

Nice To Haves

• Bilingual (French or Spanish) considered an asset

Responsibilities

• Provides people management leadership by hiring the best talent, setting goals, developing staff, managing employee performance and compensation decisions, promoting teamwork and handling any/all disciplinary actions, as required
• Leads and inspires a large, diverse team of HR Contact Centre professionals, including Team and Group Managers, and Contact Centre Agents
• Oversees day-to-day service delivery across North America, ensuring consistent, accurate, and timely resolution of colleague inquiries; monitor performance against SLAs, KPIs, and colleague satisfaction measures; serve as senior escalation point for complex cases
• Executes on the annual business plan to deliver results aligned with business strategies
• Keeps abreast of emerging issues, trends, and evolving regulatory requirements and assesses potential impacts
• Embeds a culture of continuous improvement across the HR Contact Centres
• Leads root cause analysis on recurring issues and implement sustainable solutions
• Relentless focus on simplifying processes, reducing hand-offs, and improving service quality and how we deliver
• Leverages data, feedback, and insights to identify trends, eliminate pain points, and improve efficiency
• Partners with HR and Technology teams to implement next-generation service delivery tools (e.g., ServiceNow, Workday, AI-enablement)
• Champions self-service adoption, knowledge management, and digital-first solutions for TD Colleague and People Managers across North America
• Drives automation and digitization initiatives to enhance scalability and consistency
• Builds strong partnerships with HR COEs, Payroll, and Business HR teams to deliver seamless support across functions
• Provides reporting and insights to senior leadership on trends, risks, and opportunities
• Engages stakeholders to ensure alignment and support during change initiatives
• Fosters an inclusive, high-performance culture emphasizing colleague development, engagement, and recognition
• Coaches and mentors team leaders, building strong succession pipelines
• Models organizational values and reinforce a culture of service excellence
• Grows team expertise to align with business/enterprise demand and direction; assesses team skills and capabilities and continually looks for ways to provide and enhance the value delivered

Benefits

• Total Rewards at TD includes base salary and variable compensation/incentive awards (e.g., eligibility for cash and/or equity incentive awards, generally through participation in an incentive plan) and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off (including Vacation PTO, Flex PTO, and Holiday PTO), banking benefits and discounts, career development, and reward and recognition.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees