Senior Manager, Operations Performance Ecosystem

TD•Mississauga, ON

5d•CA$115,600 - CA$163,200•Onsite

About The Position

The Operations team is part of the Chief Operating Office, Canadian Personal Banking, that enhance and enriches how we support our customers by delivering specialized and advisory customer and partner support. The Canadian Personal Banking Operations team is comprised of Lending, Credit Practice Management, Fulfillment, Banking Operations, Estates Services, and Production Support. We are currently looking to appoint a Senior Manager, Operations Performance Ecosystem, reporting to the Associate Vice President, Colleague Enablement & Engagement within the COO team. The Senior Manager of Planning, Analysis and Workforce Optimization will oversee planning and optimize resource utilization in our operations teams supporting the reporting and insights, scorecards, capacity management and planning. This role involves reviewing all trends and analysis, presenting perspectives on how to optimize and adjust business rules or processes while improving productivity and efficiency with our colleagues. This role will require partnership with multiple stakeholders to present perspectives and gain alignment on optimization. This role will also need to analyze and drive improvements so that we are meeting/exceeding our customer expectations across multiple business lines. The comprised team of central functions is critical in ensuring Operations is focused on meeting core objectives: Exceed customer expectations the first time, every time Attract, develop, and retain highly skilled Operations professionals who are customer obsessed Enable growth by establishing workforce that is scalable to meet customer demand Achieve best-in-class productivity, efficiency, and controls through a culture of continuous improvement

Requirements

A bachelor’s degree in business administration, Operations Management, or a related field is preferred.
Track record leading others through change and cultivating a highly engaged team
Organizational awareness- ability to maneuver the organization and create stakeholder engagement/collaboration
Strategic Workforce Planning: Develop and implement workforce strategies that align with business objectives, ensuring the right staffing levels to meet patient demand while optimizing costs.
Stakeholder Leadership & Influence: Demonstrated ability to lead complex stakeholder interactions, translate data insights into actionable business recommendations, and influence strategic decision-making through data-driven analysis.
Workforce Planning Expertise: Minimum 5+ years of progressive experience in workforce data analytics, including short- and long-term workforce planning, capacity modeling, and capacity management.
Artificial Intelligence & Machine Learning: Working knowledge of AI engines, and machine learning applications, with experience translating these technologies into workforce planning solutions
Communication & Analytical Storytelling: Exceptional written and verbal communication skills, with the ability to synthesize complex data into compelling narratives for diverse audiences.
Ability to manage multiple priorities and deadlines in a dynamic environment.
Strong relationship management skills
Comfort with ambiguity and white space

Responsibilities

Own Scorecard deliverables & operations, in addition to the strategy of how Scorecard metrics influence the right colleague behaviors
Responsible for the delivery of initiatives that build Scorecard operations, Forecasting, Scheduling and streamlined performance reporting
Build, implement, and manage capacity plans to ensure optimal staffing levels and efficient response times; closely working with AI2 and operational teams to build/use forecasting models to pre-plan capacity required to meet demand.
Lead Operations goalsetting in partnership with production units, from oversight of model/data inputs to socialization and facilitating the interaction with Workforce Management Scheduling & Intraday Workforce Management teams
Lead all business analysis and performance insights that provide insights on productivity, coaching opportunities, and actions we can take to improve performance
Provide production executive support on Operations performance, creating clarity and providing insights and analysis on results
Support rollouts, exceptions and make meaning of annual planning including FTE, Goals, Scorecard and Expense Budgets