Specialist GIAC Insights

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:

Within TD Insurance the Data Analysis & Insights (DAI) team plays a key role in supporting business partners by delivering strategic analysis and actionable insights.

The GIAC Insights team acts as a trusted partner to a wide range of stakeholders (executives actuarial pricing productWFM finance etc.) providing in-depth analysis and practical recommendations to support decision-making and strategic planning.

We are looking for a curious and analytical individual passionate about data who is eager to contribute to high-impact initiatives in a dynamic environment while growing their career at TD

Main responsibilities

Under the supervision of the Senior Manager GI Journey and Distribution Insights the specialist will be involved in the following key activities:

• Analyze call center performance
  • Identify relationships between customer interactions and transactions (conversion digital deflection multi-call journeys)
• Enhance explainability of results
  • Connect transactional and behavioral data to support decisions (staffing channel strategy customer experience)
• Develop advanced forecasting capabilities
  • Build and maintain models to predict call volumes and Average Handling Time (AHT) with a focus on long-term forecasting
• Track and communicate key performance indicators (KPIs)
  • Call volumes (received/answered) AHT conversion abandonment deflection etc.
• Deliver advanced analytics
  • Conduct funnel and cohort analyses to identify key performance drivers
• Collaborate with business partners
  • Work with operations teams to contextualize findings and translate insights into actionable operational and strategic recommendations
• Deliver executive-ready outputs
  • Develop dashboards reports and presentations using tools such as Power BI Tableau and SQL

Qualification

Education & Experience:

• University degree in Statistics Mathematics Business Intelligence Finance IT Actuarial Science or a related field
• 8 years of relevant experience in analytics data or statistics
  • Experience in General Insurance (asset)
  • Experience with contact center analytics (asset)
  • Experience with Genesys or AWS connect (asset)
• Bilingualism (English and French)

Key Skills:

• Strong expertise in data analysis and modeling (forecasting time series regression etc.)
• Ability to work with complex multi-source datasets
• Experience with SQL and BI tools (Power BI Tableau etc.)
• Ability to leverage AI tools to improve efficiency and accelerate insight generation
• Strong communication skills with the ability to simplify complex concepts
• Strong collaboration and prioritization skills
• Team-oriented mindset and alignment with TD values

Who We Are:

As part of TD Bank Group one of Canadas largest financial institutions at TD Insurance we care for Canadian families making it easy to get the best advice protection and support in their moments of need always.

TD Insurance offers a wide range of products including General Insurance and Life and Health. Everyday we strive to make every interaction product and experience remarkably human and refreshingly simple for more than four million customers who count on us.

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):