Manager, Operational Excellence

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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:

POSITION OVERVIEW

The Operational Excellence Specialist is a senior individual contributor within PCAs Performance & Operational Excellence functionone of six core pillars of the Private Client Advice channel. This role is the engine behind PCAs ability to continuously improve how work gets done: identifying inefficiencies designing better processes and landing tangible measurable improvements that directly support the channels profitability and client experience objectives.

A defining feature of this role is navigating PCAs operating model within a large bank-owned insurance structure. The Specialist works as an active participant in shared journey podscross-functional agile teams that include mass market and other business line partnersto champion and advance PCA-specific initiatives in an environment where priorities are actively contested and resources are finite. Success here requires more than process expertise: it demands persuasion political savvy and the ability to build a compelling case for why PCAs needs deserve prioritization.

Equally important is the Specialists ability to operate beyond the journey pod model. When formal channels are slow constrained or misaligned with PCAs needs this role finds creative workaroundspartnering with non-journey stakeholders leveraging informal networks and engineering practical solutions that drive results without waiting for perfect conditions.

OPERATING CONTEXT

PCA operates within a bank-owned insurance structure where enterprise-wide journey pods serve as the primary vehicle for identifying prioritizing and executing operational and digital improvements. These pods are shared across business linesincluding mass market personal linesand are subject to a competitive prioritization process. PCAs ability to secure pod capacity and influence the roadmap is directly tied to how well its representatives can articulate value quantify impact and build stakeholder coalitions.

The Operational Excellence Specialist must be fluent in both the formal pod governance model and the informal dynamics that shape what actually gets built. Where journey pod bandwidth is unavailable or misaligned this role is expected to identify alternative paths: manual workarounds interim solutions non-journey technology resources or cross-functional partnerships that allow PCA to move forward independently.

KEY ACCOUNTABILITIES

1. Journey Pod Engagement & PCA Initiative Advocacy

• Represent PCA as an active informed participant in shared journey pods ensuring HNW-specific needs and use cases are clearly articulated and not absorbed into mass market defaults

• Develop rigorous business cases for PCA improvement initiatives quantifying expected impact on COR client retention LEI and advisor productivity to compete effectively for pod prioritization

• Maintain a PCA-specific improvement backlog continuously refining and sequencing initiatives based on strategic value feasibility and dependency on journey pod versus non-pod delivery paths

• Track pod roadmap decisions and advocate proactively when PCA initiatives risk deprioritizationescalating with data and stakeholder alignment where necessary

• Translate PCAs channel strategy and journey phase priorities (Shop Buy Manage Loyalty) into pod-ready problem statements with clear acceptance criteria and success metrics

2. Creative Problem-Solving with Non-Journey Partners

• Identify and cultivate relationships with partners outside the formal journey pod structureincluding operations underwriting finance technology and bank shared servicesto source alternative implementation paths for PCA improvements

• Design and pilot pragmatic interim solutions (process redesigns manual workarounds targeted tool enhancements) that deliver near-term value while longer-horizon pod initiatives are in queue

• Map the informal influence landscape across PCAs partner ecosystem and develop tailored engagement strategies to advance operational improvements through non-standard channels

• Broker creative arrangementsresource swaps co-funded pilots shadow capacitythat allow PCA to move at the pace its HNW client base demands independent of enterprise release cycles

3. Process Improvement & Operational Excellence

• Lead end-to-end process improvement initiatives from diagnosis through implementation and benefit realization applying structured methodologies (Lean Six Sigma Agile or equivalent)

• Conduct process mapping root cause analysis and operational diagnostics across PCAs functional areas to surface the highest-value improvement opportunities

• Develop and maintain process documentation playbooks and standard operating procedures that codify best practices and enable consistent execution across the team

• Ensure operational readiness for product pricing technology and policy changes by designing transition processes that minimize disruption to clients and advisors

4. AI Capability Building & Roadmap Ownership

• Own PCAs AI capability roadmapidentifying evaluating and sequencing AI-enabled use cases across the full client journey and operational landscape that have the greatest potential to improve efficiency accuracy and client experience

• Serve as PCAs primary advocate and subject matter lead for AI initiatives within journey pod prioritization discussions articulating the business value of AI-powered solutions in terms of COR capacity and client outcomes

• Partner with enterprise data technology and digital teams to assess AI tooling availability feasibility and readiness for PCA-specific applicationsincluding automation intelligent triage predictive analytics and advisor-facing AI tools

• Pilot and evaluate AI-enabled process improvements establishing proof-of-concept frameworks that allow PCA to test learn and scale AI capabilities in a risk-managed and compliant manner

• Track the evolving AI capability landscape within the bank and broader insurance industry translating emerging developments into concrete opportunities for PCA to maintain its white-glove high-touch positioning while improving operational scalability

• Develop AI literacy and adoption within PCA by collaborating with team leads to embed AI tools into workflows building confidence and capability at the frontline

5. Performance Tracking & Insight Generation

• Define and monitor operational KPIs including turnaround times error rates exception volumes SLA adherence and capacity utilization across PCA workflows

• Build and maintain operational performance reporting that connects process metrics to channel-level outcomesCOR NIAT retention and client experience scores

• Partner with the Strategy & Planning Specialist to ensure operational improvement impact is reflected in PCAs north star metrics framework and executive reporting

• Conduct post-implementation reviews on completed initiatives to capture lessons learned and validate realized benefits against business case projections

6. Client & Employee Experience

• Apply a high-net-worth lens to every operational decision ensuring process improvements are calibrated to the elevated expectations of PCAs affluent client segment

• Identify and eliminate operational friction points across the full client journeyparticularly at high-stakes moments such as onboarding renewals endorsements and claims interfaces

• Collaborate with account management new business and appraisal teams to understand frontline pain points and translate them into structured improvement opportunities

QUALIFICATIONS & EXPERIENCE

Required

• 58 years of progressive experience in operational excellence process improvement or business operations within financial services or insurance

• Demonstrated experience working in or alongside agile delivery teams journey pods or cross-functional squads within a large matrixed organization

• Proven ability to build compelling business cases and influence prioritization decisions in competitive resource-constrained environments

• Track record of delivering operational improvements through both formal project channels and informal self-directed problem-solving

• Strong working knowledge of P&C insurance operations including policy servicing underwriting support renewals and claims interfaces

• Proficiency in process mapping root cause analysis and structured problem-solving methodologies (Lean Six Sigma Agile or equivalent)

• Excellent stakeholder management and communication skills; comfortable engaging peers partners and senior leaders with equal effectiveness

• Undergraduate degree in Business Operations Finance or a related field

Preferred

• Experience in high-net-worth or affluent client segments within personal lines property and casualty insurance

• Familiarity with bank-owned insurance distribution models and the operational dynamics of bancassurance

• Experience navigating shared technology or transformation roadmaps where business line priorities compete for limited delivery capacity

• Hands-on experience identifying piloting or scaling AI-enabled solutions in an insurance or financial services operating environment (e.g. automation intelligent document processing predictive analytics or AI-assisted advisor tools)

• Familiarity with responsible AI principles model governance and compliance considerations in regulated industries

• Lean Six Sigma certification (Green Belt or higher) or equivalent continuous improvement credential

• CIP FCIP or other insurance professional designations considered an asset

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):