Manager, WFM AI Capabilities, Insights & Integration

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:

*A preferred candidate has been identified

JOB DESCRIPTION

This people leader role leads the development and integration of AWS-based AI capabilities workforce insights and analytics across the Workforce Management (WFM) ecosystem. The team will translate WFM data and operational needs into practical AI-enabled capabilities performance insights and decision support that improve how WFM and business teams plan manage and optimize the workforce.

The role owns the WFM data and insights pipeline including how workforce data is sourced connected governed transformed and made available for reporting analytics AI use cases and performance management. The focus is not solely on technical data integration but on integrating insights across WFM platforms and enterprise data sources to create a consistent view of workforce performance and enable measurable business outcomes.

The successful candidate will combine people leadership strong WFM platform knowledge analytics expertise and hands-on experience with AWS AI capabilities. They will bridge WFM business data and technology teams to move opportunities from concept to operational use while ensuring solutions and insights are scalable reliable well governed and adopted across the function.

As part of Enterprise WFM the successful applicant will build and lead a high-performing team establish standards for WFM data and insights and advance the practical adoption of AWS-based AI advanced analytics and automation. External experience applying AI and analytics in operational environments will be highly valued.

CUSTOMER

Partner with WFM business data and technology teams to identify prioritize and operationalize AWS AI-enabled capabilities and workforce analytics use cases

Translate workforce data and operational challenges into actionable insights performance measures AI capabilities and decision-support solutions

Lead the integration of insights across WFM platforms AWS capabilities and enterprise data sources to provide a consistent view of workforce performance

Ensure insights and AI-enabled capabilities are practical trusted clearly understood and embedded into day-to-day planning and operational decision-making

Provide subject matter expertise on WFM platforms workforce data analytics performance measurement and AI capability enablement

Maintain awareness of emerging AWS AI and analytics capabilities and assess their practical application within WFM

SHAREHOLDER

Own and advance the WFM AI insights and analytics roadmap with a strong emphasis on AWS-based capabilities and measurable business outcomes

Own the WFM data and insights pipeline including data sourcing connectivity quality governance transformation and availability for reporting analytics and AI use cases

Establish consistent WFM performance measures data definitions and insight standards across the function

Ensure AI and analytics solutions are scalable reliable secure cost-effective and aligned with technology and data governance requirements

Manage risks related to data quality model and insight reliability cloud implementation privacy and operational impact

Partner with Technology Data HR Finance and Operations to align priorities and deliver AWS AI-enabled use cases and workforce insights

Identify opportunities to improve productivity reduce manual effort strengthen performance management and enable faster decisions through AI automation and analytics

EMPLOYEE / TEAM

Lead coach and develop a team accountable for WFM AI capabilities workforce insights analytics and the WFM data pipeline

Set clear accountabilities priorities and performance expectations and create an environment of ownership collaboration and continuous improvement

Build team capability in AWS AI WFM platforms workforce analytics data management and insight storytelling

Attract develop and retain talent with the technical analytical and operational skills required to advance the WFM strategy

Promote strong partnerships and knowledge sharing across WFM business data and technology teams

Foster a culture that balances innovation and pace with disciplined governance quality and responsible AI practices

BREADTH & DEPTH

Strong understanding of WFM platforms workforce data operational performance measures and contact centre environments

Hands-on experience shaping and operationalizing AWS-based AI analytics or automation capabilities

Experience leading workforce insights and analytics including the connection of data across multiple platforms and enterprise sources

Understanding of data pipelines data quality governance cloud connectivity APIs and how data supports reporting analytics and AI use cases

Ability to move between people leadership strategic planning stakeholder management and practical execution

Works across multiple systems business units and stakeholder groups to align priorities and drive measurable outcomes

Influences technology data and operational decisions through strong WFM knowledge and evidence-based insights

EXPERIENCE AND / OR EDUCATION

Undergraduate degree or equivalent experience

5 years of experience in WFM technology workforce analytics AI enablement data and insights or a related field

People leadership experience including coaching performance management talent development and leading delivery through a team

Hands-on experience with AWS AI capabilities cloud-based analytics or AWS-related contact centre technologies

Experience with WFM platforms such as NICE Verint Amazon Connect or comparable enterprise workforce technologies

Experience developing workforce insights performance reporting analytics products or decision-support capabilities

Knowledge of WFM data pipelines data models APIs cloud connectivity data quality governance and system architecture

Experience with SQL and/or Python is a strong asset

Strong understanding of contact centre and workforce management processes measures and operational decision-making

External experience implementing AI analytics or cloud capabilities in production environments is strongly preferred

Experience in financial services or another regulated industry is preferred

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):