Senior Manager, HR Contact Center North America

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:

The Senior Manager North American HR Contact Centre will oversee and provide strategic direction to a high-volume multi-channel operation that supports employees across Canada and the U.S. with HR inquiries programs and processes.

The role is responsible for ensuring an exceptional colleague experience driving operational excellence modernizing service delivery and leading change and transformation as the function adopts new tools technologies and ways of working.

Operations and Service Delivery:

• Oversee day-to-day service delivery and own end-to-end HR contact center operations across North America ensuring consistent accurate and timely resolution of colleague inquiries.

• Monitor performance against SLAs KPIs and colleague satisfaction measures; serve as senior escalation point for complex cases

• Execute on the annual business plan to deliver results aligned with business strategies

• Keep abreast of emerging issues trends and evolving regulatory requirements and assess potential impacts

Continuous Improvement:

• Embed a culture of continuous improvement across the HR Contact Centres.

• Lead root cause analysis on recurring issues and implement sustainable solutions.

• Relentless focus on simplifying and modernizing end-to-end processes reducing hand-offs and improving service quality and how we deliver

• Drive data informed decision making by leveraging data feedback and insights to identify trends eliminate pain points and improve efficiency

Transformation & Innovation:

• Partner with HR and Technology teams to implement next-generation service delivery tools (e.g. ServiceNow Workday AI-enablement)

• Champion self-service adoption knowledge management and digital-first solutions for TD Colleague and People Managers across North America

• Drive automation and digitization initiatives to enhance scalability and consistency

Collaboration & Stakeholder Engagement:

• Build strong partnerships with HR COEs Payroll and Business HR teams to deliver seamless support across functions.

• Provide reporting and insights to senior leadership on trends risks and opportunities.

• Engage stakeholders to ensure alignment and support during change initiatives.

Team Leadership:

• Lead coach and inspire a large diverse team of HR Contact Centre professionals. Set clear expectations performance goals and development plans for Team and Group Managers and Contact Centre Agents.

• Build a high-performing inclusive culture focused on accountability continuous improvement and employee experience.

• Coach and mentor team leaders building strong succession pipelines.

• Model organizational values and reinforce a culture of service excellence.

• Grow team expertise to align with business/enterprise demand and direction; assess team skills and capabilities and continually look for ways to provide and enhance the value delivered

Skills Education & Experience

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 deliver legendary customer experiences to 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 the Bank those we serve and the economies we support. We are guided by our vision to Be the Better Bank and our purpose to enrich the lives of our customers communities and colleagues.

TD is deeply committed to being a leader in customer experience that is why we believe that all colleagues no matter where they work are customer facing. As we build our business and deliver on our strategy we are innovating to enhance the customer experience and build capabilities to shape the future of banking. Whether youve got years of banking experience or are just starting your career in financial services we can help you realize your potential. Through regular leadership and development conversations to mentorship and training programs were here to support you towards your goals. As an organization we keep growing and so will you.

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. Whether you have a passion for helping customers and want to expand your experience or you want to coach and inspire your colleagues there are many different career paths within our organization at TD and were committed to helping you identify opportunities that support your goals.

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):