Manager, Learning Architecture & Strategy – Canadian Banking Contact Center

Work Location:

Hours:

Line of Business:

Pay Details:

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. Our compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role. The base pay actually offered may vary based upon the candidates skills and experience job-related knowledge geographic location and other specific business and organizational needs.

As a candidate you are encouraged to ask compensation related questions and have an open dialogue with your recruiter who can provide you more specific details for this role.

Job Description:

Reporting to the Senior Manager Business Management the Manager Learning Architecture & Strategy will be accountable for the design development and ongoing evolution of learning solutions supporting the Canadian Banking Contact Centre (CBCC). This role serves as the primary learning lead for CBCC translating business priorities into practical scalable learning solutions that accelerate colleague proficiency and performance.

The Manager Learning Architecture & Strategy will own learning needs analysis content strategy and learning asset development across onboarding Day 2 and capability uplift. Working closely with CBCC leaders HR partners L&D COEs and external vendors the Manager ensures learning solutions are effective sustainable and aligned to operational needs. The position requires critical thinking strategic planning project management change management collaboration stakeholder relationship management and advanced verbal/written communication skills.

Key Accountabilities:

Learning Strategy & Planning

• Develop and maintain the CBCC learning roadmap aligned to business objectives and workforce priorities
• Translate evolving business needs into clear learning approaches and design recommendations
• Act as a learning advisor to CBCC leaders guiding decisions on learning scope modality and sequencing
• Develop and execute the long-term learning strategy & plan and associated roadmaps ensuring they align with the skills needed to support the broader business vision and delivers a great learner experience
• Proactively align learning strategies to the capabilities needed to address evolving business needs

Performance Consulting & Needs Analysis

• Conduct learning needs and performance gap assessments at role and capability levels
• Partner with leaders to diagnose root causes and recommend learning or nonlearning solutions
• Support datainformed decisions by connecting learning solutions to business outcomes

Learning Content & Asset Development

• Apply instructional design methodologies and adult learning principles to develop engaging effective and performance-focused learning solutions
• Establish learning design standards tools and practices to ensure consistency and quality across CBCC learning assets
• Translate complex business processes and capability requirements into learner-centric experiences across multiple delivery modalities
• Maintain visibility to learning inventory and identify opportunities to streamline or modernize content
• Build the business case for learning development and define the rollout plan in collaboration with the business senior management and other partners

Stakeholder & Partner Collaboration

• Serve as the primary point of contact for CBCC learning matters
• Work closely with HRBPs L&D COEs learning operations and learning technology partners
• Engage external vendors as required to support learning design and delivery
• Manage issues or escalations in relation to the learning strategy within the portfolio

Delivery Execution & Continuous Improvement

• Coordinate learning initiatives across multiple workstreams and timelines
• Track progress risks and dependencies; escalate where appropriate
• Gather feedback and performance insights to continuously improve learning solutions
• Support leader updates and communications related to learning initiatives

Job Requirements:

• 5 years of experience in Learning & Development instructional design adult education or a related field
• Demonstrated expertise in instructional design methodologies (e.g. ADDIE SAM Design Thinking) and adult learning principles
• Proven experience designing and developing learning solutions for complex business environments
• Experience leading end-to-end learning initiatives from needs assessment through design development implementation and evaluation
• Strong understanding of learning measurement learner experience and capability development practices
• Excellent presentation communication and storytelling skills
• Comfortable working in ambiguity and shifting priorities
• Ability to perform a detailed needs assessment at the organizational team and project level
• Strong planning skills with the ability to work in afast-pacedenvironment and manage multiple deadlines and priorities while maintaining accuracy through attention to detail
• Ability to build and maintain relationships with diverse stakeholders including executives program support external partners and vendors

Education:

• University degree or equivalent experience
• Post-secondary education in Adult Education Instructional Design Learning & Development or a related discipline is required
• Certification in formal training in Instructional Design Adult Learning or Learning Experience Design (LXD) is an asset
• Knowledge and experience in contact centres would be an asset
• Demonstrated commitment to continuous learning

Who We Are:

TD is one of the worlds leading global financial institutions and is the fifth largest bank in North America by branches/stores. Every day we strive to make every interaction product and experience remarkably human and refreshingly simple for over 27 million households and businesses in Canada the United States and around the world. More than 95000 TD colleagues bring their skills talent and creativity to foster deeper relationships ensure disciplined execution and build a simpler faster banking experience. TD is deeply committed to being a leader in client experience that is why we believe that all colleagues no matter where they work are client facing. Together we are reimagining what banking can be for our clients colleagues and communities.

Our Total Rewards Package
Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial physical and mental well-being goals. Total Rewards at TD includes a base salary variable compensation and several other key plans such as health and well-being benefits savings and retirement programs paid time off banking benefits and discounts career development and reward and recognition programs. Learn more

Additional Information:
Were delighted that youre considering building a career with TD. Through regular development conversations training programs and a competitive benefits plan were committed to providing the support our colleagues need to thrive both at work and at home.

Please be advised that this job opportunity is subject to provincial regulation for employment purposes. It is imperative to acknowledge that each province or territory within the jurisdiction of Canada may have its own set of regulations requirements.

Colleague Development

If youre interested in a specific career path or are looking to build certain skills we want to help you succeed. Youll have regular career development and performance conversations with your manager as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities.

If youre passionate about helping clients and building deep lasting relationships TD offers diverse career paths where you can grow your expertise and make a meaningful impact.

Were committed to your success and foster a respectful workplace where diverse perspectives are valued everyone has fair opportunities to grow and you can unlock your full potential to achieve your career goals. Here at TD we hire and develop the best.

Training & Onboarding
We will provide training and onboarding sessions to ensure that youve got everything you need to succeed in your new role.

Interview Process
Well reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.

Accommodation
Your accessibility is important to us. Please let us know if youd like accommodations (including accessible meeting rooms captioning for virtual interviews etc.) to help us remove barriers so that you can participate throughout the interview process.

We look forward to hearing from you!

Language Requirement (Quebec only):