Sr. Manager, Transformation and Governance
About The Position
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. 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. The Senior Manager, Transformation & Governance will support NACO’s transformation agenda, focused on enabling the Contact Centre of the Future. Reporting to the VP, Strategy, Planning, & Data Insights, this role acts as a central integrator across transformation workstreams, ensuring governance, financial transparency, and consistent executive reporting. The role partners closely with Finance (who retain financial ownership) and Delivery/Segment governance leads.
Requirements
- 10–15+ years of experience in transformation, program delivery, or governance roles
- Experience working on large-scale, cross-functional initiatives
- Strong financial acumen (tracking/reporting, not ownership)
- Excellent executive communication and storytelling skills
- Understanding of AI-enabled transformation and business impact
- Strong stakeholder management and influence skills
- Ability to operate in ambiguity and fast-paced environments
Nice To Haves
- Strong executive presence and credibility
- Highly organized with strong attention to detail
- Collaborative and able to work across teams without direct authority
- Focused on accuracy, consistency, and clarity of information
- Able to connect strategy, execution, financials, and AI outcomes
Responsibilities
- Coordinate cross-functional transformation workstreams across business, technology, operations, and AI initiatives
- Establish governance practices including reporting cadence, templates, and executive materials
- Partner with Delivery and Segment governance leads to ensure consistency in reporting
- Track and consolidate transformation financials in partnership with Finance
- Develop executive-ready insights and storytelling across transformation efforts
- Integrate AI initiatives into governance and reporting, ensuring business outcome alignment
- Identify risks, dependencies, and support escalation
- Drive continuous improvement in governance and reporting practices
Benefits
- health and well-being benefits
- savings and retirement programs
- paid time off
- banking benefits and discounts
- career development
- reward and recognition programs
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
